Contact information for Your Insurance Account technical support
Get answers to frequently asked questions, and find out how to contact us.
Your Insurance Account frequently asked questions
This should only take a few minutes via Your Insurance Account. If completed online your premium may change but you won't have to pay the £25 administration fee.
- Log in to Your Insurance Account and select ‘View policy’.
- Choose ‘Make changes’ in the menu, then ‘Your car’ and select ‘Change your car’.
- You’ll then need to set the effective date and confirm your new car registration.
- Please review your changes and select ‘Save and get quote’. Note that the change won’t process immediately; you can discard it later if needed.
- You’ll then be able to view the cost of the change and any optional extras. If you’d like to proceed all you need to do is select ‘Go to checkout’. Otherwise, select ‘Back to your account’.
This should only take a few minutes via Your Insurance Account. If completed online your premium may change but you won't have to pay the £25 administration fee.
Once you log in:
- Select the policy you want to make the change on and then select 'View Policy'.
- Select 'Make changes' from the menu, you will be taken to a new page to select which change you want to progress.
- Select 'Change your address'.
- Read the statements carefully and if accepted, select Confirm.
- Select the date you want your change to take effect from.
- Select next, complete all the details for your new address.
- Select next, you will be presented with the information you have changed.
- Please check all the information is correct before selecting 'Save and get quote'. If you want to change your correspondence address at the same time, you need to select yes to 'Would you also like to change your contact address to match your new address?'. Please ensure all contact information, including the correspondence address is updated.
Please note this will not process the change at this stage, you will be given the option to discard the change on the next screen should you not want to go ahead.
You will then be presented with the cost to make the change and the option of adding any optional extras to your policy. If you're happy and want to go ahead, select Go to checkout. If you do not want to go ahead, select ‘Back to your account’.
If you’re unsure whether you’ve already registered for Your Insurance Account, don’t worry! You can simply enter your policy number and a few personal details at the start of the registration process, and we’ll let you know if you’re already set up.
You’ll have received an email with your policy details when you applied. If you preferred to have a paper version sent to you, please allow 7 working days to receive them. If you still haven’t received them, please contact contact us.
It’s very simple to find your documents online via Your Insurance Account.
- Log in to Your Insurance Account.
- Select the relevant policy and select "View documents" to access them. You’ll be able to view, download and print your policy documents with ease.
- If you require a paper document, please contact us and allow up to 7 working days for delivery.
Username
Your username is easily retrieved through our forgotten username process on Your Insurance Account, we just require some extra information from you. To start the process:
- Select 'Forgotten your username?'
- Please enter your name, date of birth and postcode.
- Select 'Continue' to log in.
If you have more than one account, we will also ask you for your policy number. Once your details are verified your username will appear on screen. If you have made any changes to your policy, you will need to use the information that was on your policy when you first registered. If your details aren't recognised, this means you are not registered for Your Insurance Account.
Password
Our forgotten password process is simple, we just need a few details from you.
- Select "Forgotten your password?" on Your Insurance Account.
- Select the contact number for your One Time Access Code is correct. If the number is incorrect, please contact us.
- You’ll then receive a code which is valid for 10 minutes. If it expires, request a new code online.
- Enter the code to create a new password. Remember the criteria: at least seven characters, a mix of letters and numbers, case-sensitive, and not the same as your username or containing the word "Tesco."
This should only take a few minutes via Your Insurance Account. If completed online your premium may change, however, you won't have to pay the £25 administration fee.
- Log in to Your Insurance Account and select ‘View policy’.
- Choose ‘Make changes’ in the menu, then you'll be taken to a new page to select which change you want to proceed with.
- Select 'Add another driver/joint policyholder" from under "Your details".
- You’ll then need to set the effective date and confirm what date you would like this to happen.
- Please review your changes and select ‘Save and get quote’. Note that the change won’t process immediately; you can discard it later if needed.
- You’ll then be able to view the cost of the change and any optional extras. If you’d like to proceed all you need to do is select ‘Go to checkout’. Otherwise, select ‘Back to your account’.
If we have requested you provide us with supporting documents, such as proof of no claims discount or you need to return your Consumer Credit Agreement (CCA), you can upload these on Your Insurance Account.
- Once you log in, select the policy you want to upload the documents to, then select 'Upload documents' from the front screen of your policy.
- To upload a document, take a picture of the document or save it to your device. Once you have done this, select 'Add files' and select the relevant file.
- When added, please select a Description from the drop-down menu and you can add any comments underneath if you wish.
- To complete the process, select Start upload and once uploaded, please select Finish. Your document will then be sent to us and processed. You will not be able to view this via Your Insurance Account once this has been uploaded and we will only contact you if there are any problems.
Please note that only the following types of files can be uploaded: GIF, PNG, PDF, JPG, JPEG, JPE. Uploaded files can be no larger than 3MB. If your file is too large, please resize your image and try uploading again. You are limited to 25 uploads during the policy life cycle.
NCD documents can also be emailed to us at ncd@tescoims.com (please put your policy/reference number in the subject box) or sent via the post to Freepost RSJB-RZZY-HTJB, Tesco Insurance Customer Service, P.O. Box 276, Newcastle Upon Tyne, NE12 8BU. Please check your policy wording for full details including exclusions and limitations.
Your Insurance Account is our online insurance channel where you can manage your Car or Home Insurance policy online. It’s an ideal way of keeping everything important together in one place, and all that you need to check and change your policies. Here are some examples of what you can do:
- View, download and then print any of your policy documentsView, download and then print any of your policy documents
- Check your renewal price and renew onlineCheck your renewal price and renew online
- Remove your automatic renewal onlineRemove your automatic renewal online
- Upload and send us documents such as your proof of no claimsUpload and send us documents such as your proof of no claims
- Make changes to your personal details such as changing your name or addressMake changes to your personal details such as changing your name or address
- Make changes to your policy such as changing your address, vehicle or adding/removing additional driversMake changes to your policy such as changing your address, vehicle or adding/removing additional drivers
So if you have a Car or Home Insurance policy with us then what are you waiting for? It only takes a few minutes to register on Your Insurance Account.
You will be asked to enter:
- A username: You will need to enter this each time you log in, and this cannot be changed so use something you are likely to remember. We recommend using your email address. If you have a separate banking login or multiple insurance products, then you cannot use the same username for each login. Please note, we do not accept usernames containing 'Tesco'.
- A password: Your password is case-sensitive. It must be at least 7 characters including letters and numbers. It cannot be the same as your username.
- Policy details: If you are registering a policy you already have with us, you will be asked to enter your first name, surname, postcode, date of birth and policy number. Your policy number can be found on any emails we have recently sent you or on your policy documents.
- One Time Access Code: When you have provided the above details, we will send you a One Time Access Code to your landline or mobile number to verify who you are. The code is valid for 10 minutes and is sent immediately but can take up to 15 minutes to be received. If we don't have your up-to-date mobile and landline phone numbers, please contact us to update your information. To make sure you can always access Your Insurance Account, it's important that you keep your mobile and landline phone numbers up-to-date.
Please note: If you have any banking products with Tesco Bank the username for Your Insurance Account will need to be different to these.
If you have more than one Tesco Insurance policy you may see all of these when you first register for Your Insurance Account. If you don't see one or more of your policies when you log in, you'll need to register these individually.
If you have multiple insurance products, then you cannot use the same username for each login.
We ask for your first name, surname, date of birth, postcode and policy number to find your policy so that you can be registered on Your Insurance Account. If any of the information entered does not match the information we hold on your policy, you will need to contact us to update this before attempting to register again.
Please visit our contact us pages for Car Insurance and Home Insurance telephone numbers and opening hours.
If you have a Tesco Home Insurance policy and it is underwritten by Tesco Underwriting, your policy starts with the letters TI.
If your policy is due for renewal, you can do the following via Your Insurance Account:
- Change your payment method from payment in full to monthly instalments
- Change your payment method from monthly instalments to payment in full
- Change your card details if you pay in full
Please note, your payment will be taken immediately so if you do not want to pay until your renewal date, you will need to do this no later than the day before your renewal is due.
If you want to change your monthly instalment details mid-term, you cannot amend this via Your Insurance Account and you will need to contact us.
You can make various changes to your policy such as:
Car
- Change your vehicle.
- Change your address.
- Add/remove additional drivers.
- Update your vehicle registration to a private/cherished plate.
- Update your licence details.
- Change your annual mileage, what vehicles you can access or where your car is kept overnight.
- Add optional extras (when making another change).
- Update your mobile and landline telephone numbers and email address.
- Change your title, marital status and occupation.
Home
- Change your address.
- Add/remove additional policyholder.
- Add building, contents, bicycle, accidental damage and personal belongings cover.
- Update occupancy and number of adults or children in the property.
- Update the security of your property.
- Add optional extras (when making another change).
- Update your mobile and landline telephone numbers and email address.
- Change your title, marital status and occupation.
It should only take a few minutes via Your Insurance Account:
- Login to Your Insurance Account and select ‘View policy’.
- Choose ‘Make changes’ in the menu, and you’ll be taken to a new page to select what you would like to change.
- You’ll then need to set the effective date.
- Please review your changes and select ‘Save and get quote’. Note that the change won’t process immediately; you can discard it later if needed.
- You’ll then be able to view the cost of the change and any optional extras. If you’d like to proceed all you need to do is select ‘Go to checkout’. Otherwise, select ‘Back to your account’.
Please note that if you have an open claim, policy endorsements or any outstanding payments then you will not be able to make any changes to your policy via Your Insurance Account.
Occasionally customers can experience problems updating their address via Your Insurance Account and this can happen for a few different reasons.
- Often postcodes for new-build properties aren’t recognised by insurers but this can usually be easily resolved by speaking to one of our customers service representatives. If this is happening to you, please contact us.
- If you have a combined Buildings & Contents policy and are moving from a house to a flat, you will not be able to process this change via Your Insurance Account. This is because we need to establish whether the cover still meets your needs. In most cases, your cover may need to be reduced to a contents-only policy. This is because there is often no requirement for Buildings cover when in a flat, although this can vary in Scotland due to different regulations.
- Should you need to change your address or have questions on reducing cover, please contact us to discuss it further.
- Unfortunately, we can’t always insure everyone every time. Which means, occasionally we aren’t able to offer insurance. If you are attempting to make a change online and having problems, please contact us.
You can switch off your automatic renewal any time during your policy term in Your Insurance Account.
If your policy is outside of renewal:
- Log in, select the policy you want to change then click View Policy.
- Click Make Changes and select Manage Your Renewal.
- Select, ‘I don’t want my policy to automatically renew’.
- We’ll give you a reminder of what you’ll need to do before your policy ends.
- Select ‘Switch off automatic renewal’.
- Finally, you’ll see a confirmation page that lets you know your policy preference will be updated within 24 hours. We’ll also send you an email when the change has been made.
If you change your mind, don’t worry you can go back to Manage Renewal and switch automatic renewal back on.
If your policy is due for renewal:
- Log in, select the policy you want to change then click View Policy.
- Click Manage Renewal from the menu and select, ‘I don’t want my policy to automatically renew’.
- We’ll give you a reminder of what you’ll need to do before your policy ends.
- Select ‘switch off automatic renewal’.
- Finally, you’ll see a confirmation page that lets you know your policy preference will be updated within 24 hours. We’ll also send you an email when the change has been made.
If you change your mind, don’t worry you can go back to Manage Renewal and switch automatic renewal back on.
Please note that the Manage Renewal button will become disabled within 48 hours of your policy end date. If you’d like to leave, you can click the, ‘I am thinking of leaving’ button and choose to end your policy.
Contact us
We're here to help and there are lots of ways to get in touch. Lines are open Monday to Friday 8am-8pm, Saturday and Sunday 9am-2pm.
Write to us
Tesco Insurance Customer Service, PO Box 276, Newcastle upon Tyne, NE12 2BT