We’re here
to help, contact us.

At Protectivity, we pride ourselves on delivering outstanding customer service alongside a comprehensive selection of specialist insurance policies.

If you have any questions about finding the right cover for your planned activities—or anything else—we’re here to help. Don’t hesitate to get in touch!

Frequently
Asked Questions

Find out more about your policy including how to change payment details, renew or cancel or policy, and much more.

Policy related

How do I Reset My Password for the User Area?

To reset your password please click on the link below:

Reset my password

If you experience any issues don’t hesitate to contact our friendly customer support team and we’ll be happy to help.

Where can I find my policy documents?

You will be able to download your policy documents from your customer area, or on your original purchase confirmation email.

You can access your customer area here

Please note, your username will not be your email address. If you need a reminder of your username or need to reset your password, you can also do so from the link above.

How do I find my username?

Your username to log into your customer area will not be your email address. You will have a separate username.

If you need a reminder of your username or need to reset your password, you can also do so below.

Customer area log in

How to upgrade my policy?

To update your policy details or upgrade your policy, please send an email to contact@protectivity.com with the following details:

Full name
Postcode
Policy number
The changes you would like to make to your policy.

A member of our team will be in contact with you to confirm your changes.

How to update my policy?

To update your policy details or upgrade your policy, please send an email to contact@protectivity.com with the following details:

Full name
Postcode
Policy number
The changes you would like to make to your policy.

A member of our team will be in contact with you to confirm your changes.

Payments

Can I pay monthly for my policy?

Depending on the policy, you can pay on a monthly basis. This would require a deposit that is 20% of the total cost of the policy, followed by 10 lesser instalments. All direct debits are interest free, so you will not pay any extra.

How to update payment details?

To update your payment details, please send an email to contact@protectivity.com with the following details:

Full name
Postcode
Policy number
The changes you would like to make to your policy.

A member of our team will be in contact with you to confirm your changes.

Claims

How to make a claim?

We’re sorry to hear you need to make a claim. Claims are handled by our external, specialised, claims handlers.

Simply click on the link below and select your policy type to begin the claims process.

Link here: https://www.protectivity.com/claims/

Cancellations

Is there a cooling-off period?

Yes, should you change your mind or wish to cancel your policy for whatever reason, we offer a full refund within 14 days of purchase provided the policy has not been relied upon, and no incidents have occurred which could result in a claim. Where cancellations are made after 14 days of the start date of the policy, as long as no claims have been submitted, for most policy types we will refund the proportion of the premium paid at the point of cancellation equivalent to the unused portion of the policy, less a Cancellation Fee.

How to cancel my policy?

To cancel your policy please send an email to contact@protectivity.com with the following details:

Full name
Postcode
Policy number
A statement confirming that no incidents have occurred that are likely to result in a claim.

We will be then be in touch to confirm cancellation of your policy.

Renewal

How to renew my policy?

You can renew your policy directly through the renewal quote email we send you.

We’ll send you a renewal quote 28 days before your policy expires. If your policy is set to auto-renew, we’ll process it 7 days before expiry. If auto-renewal fails, we’ll let you know by email.

If you have any questions or need help with renewing, feel free to email our team at sales@protectivity.com, and we’ll be glad to assist you.

Making claims clear and simple

We understand that sometimes unexpected events occur, and when they do, our team is here to support you in making the claims process as smooth and straightforward as possible.

Make a claim