Help and support
We understand that navigating insurance can be complex so we’re here to make things simple.
Whether you need to make a claim, renew your policy, or consult our FAQ’s, let us direct you to the right place.
Help with your insurance?
How to make a claim
To log a claim, contact our specialised claims handling partners who will guide you through the claims process, and aim to settle your claim promptly.
Updating payment details
You can update your payment card details seamlessly via your Customer Area account. Login to your account via the link below and complete the process in just a few minutes.
Manage your policy
You can easily find all the information you need about your policy renewal, explore options for upgrading your benefits, and access copies of your policy documentation by logging into your Customer Area.
Other Frequently Asked Questions
Policy related
How do I Reset My Password for the User Area?
To reset your password please click on the link below:
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.
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.
Still need help? Speak to our UK based Sales team
Get in touch
Our UK based Sales team are available
Mon-Fri, 9am-5:30pm
Closed bank holidays