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Standard Car Insurance

How do I cancel my policy?

We are sorry you are considering cancelling your Car Insurance policy.

 

If you need to cancel your policy, please call Customer Services. Alternatively, you can write to us via Freepost RSJB-RZZY-HTJB, Tesco Bank Customer Service, P.O. Box 276, Newcastle Upon Tyne, NE12 2BT.

 

Please note, there will be a £40 fee for cancelling your policy unless you cancel within the first 14 days. More information can be found within your Policy booklet.

 

This answer specifically relates to Tesco Bank Car Insurance.  For an answer relating to Tesco Bank Box Insurance please select the Box Insurance FAQ category or try using the search box at the top. 

Comments

I wish to cancel my car insurance policy, which is due to renew tomorrow 28.01.19. I have tried calling customer services, but the department is now closed. I presume I will not be charged a cancellation fee, given I have tried cancelling in advance of the renewal date but there is nobody available to take my call and an e-mail address is not provided?

Hi James, I'm sorry to hear you want to cancel your policy. The Car Insurance team are available Mon – Fri 8am - 9pm and Sat –Sun 9am - 5pm. If you tried contacting after these times, the office would be closed. The policy cannot be cancelled over email, this is why we don't provide an email address. Please be aware you are in the cooling off period, meaning no cancellation fee would apply. Please contact our Car Insurance team on 0345 246 2895, and they can arrange this for you.

Very underhand tactics on car insurance policies to have auto renewal on AND no option to turn it off except for contacting the call centre during your restricted opening hours and at the mercy of the hold times. It is unethical to apply auto renew, especially as what also makes me feel that you deliberately try to extract as much money as possible is every year I can get a cheaper quote with YOURSELVES as a new customer compared to the renewal you provide (That's aside from cashback through cashback sites which I have combined with the cheaper quotes from yourselves as a new customer in previus years). Every year you tell me you only provide a renewal based on the provider you have quoted me on originally but think about the poor customer experience of deiberately not checking the full panel of insurers you have for my renewal, its deceptive and not treating customers fairly. so I guess I'll have to endure the hold music when you're call centre is open at an inconvenience to me but and at cost to myself through time and telephone allowance. poor customer service and I hope the FCA stamps down on this underhand tactic by insurance companies - i for one think it is a deliberate act to catch out customers who are not wise to the tactics used by companies like this.

Sorry you feel like that @andyg68uk. We advise when you take out your policy that it's set to auto-renew and it's something you can switch off at any time. I'm sorry you feel our phone lines are restricted. We are open Monday - Friday: 8am - 9pm and Saturday - Sunday: 9am - 5pm.

 

We can't offer you a renewal price from another underwriter, only from the underwriter on your policy. We can't switch underwriters on your policy either as each underwriters' terms may be different. The renewal offer is the best rate from your current underwriter based on the information we hold for you. Another underwriter might be able to provider a cheaper quote as their rates may be different.

 

We give you your renewal invite up to 28 days in advance to allow you time to shop around. Yes, there are times when you are able to get a cheaper quote online, but that's most likely because it's a different underwriter providing the quote. There is also an online discount if you receive a quote from us on our website. I'm sorry you feel we're being deceptive, but this information is confirmed on your paperwork too as we know that you may be able to get a better price online with a different underwriter. I hope this helps. 

THanks @EileenM , I appreciate the explanation. 

 

The service I get from your colleagues over the phone has always been excellent (Have just got off the phone cancelling our 2 policies from renewal) so I will definitely consider using you again if the price is competitive.


I do disagree with the use of auto renewal, you mention it can be removed at any time... however to do this you need to call the contact centre which is inconvienent. My new insurer also offers auto renewal, however, it asks for explicit consent to do so an allows to the option for it to be turned on and off byt the customer online - a much better customer experience and one that builds trust.

 

I do understand the explanation why you are unable to offer a renewal price from a different underwriter you use, however, comparison sites get round this by requoting using the information and making it clear what the policy differences are so again I feel this is a poor excuse resulting in a bad customer experience.

 

As I say, Im very happy with the customer service, the online portal for accessing documents etc. is also very good, it's just a shame that the renewal process is not very transparent. I have logged a complaint to register my dissatisfaction and look forward to the outcome of the FCA investigation into general insurance pricing practices which this problem will then hopefully be addressed (By a number of offending insurance companies)

Hi all,

 

 Quick question, If my car broke down and I want to cancel my policy, would I still be accountable for the remainder of the insurance contract or can I cancel with just the cancelation fee?

 

 Reason I ask is because my car broke down 5 months after contract start and I've paid my insurance for 6 months, I then kindly donated it to my local fire & rescue service due to the repairs costing 3x than the car was worth. Just need a knowledgeable response as money is tight and also the fact that I'm paying for a service that is no longer needed for the time being.

 

 Any help would be appreciated, thank you.

Hi @Grenadier95, thanks for getting in touch. If you need to cancel the policy, you will be refunded the premium minus a pro-rata charge for each day on cover and a £40 cancellation fee (provided you haven't claimed). You will need to call us to arrange this. You can reach the Car Insurance team on 0345 246 2895, or 0113 209 3098 from a mobile, available Monday to Friday 8am-9pm, Saturday and Sunday 9am-5pm and they will be happy to help - Ross

Have had emails and now a RED letter with threats of debt collection for one months policy owing. I no longer own my car so stopped the direct debit on tax and insurance. My own fault for not looking how to cancel.  Tried to log on numberous times yet your browser will not recognise my device, and simply will not let me log on. I have tried to phone but it is difficult when I am in work, just tried again now and just on hold.   I now have found out that there is a £40 cancellation charge!  What a rip off.  I have not got time to sit on the phone and wait, I have emailed to say that I did not realise there was an outstanding amount as at NO point in your letters did you state this until you sent the debt threat letter to me. I am MORE than happy to pay this but this seems an impossible task.  Please contact me on my email address with details of how I can pay the outstanding amount...I certainly hope I do not have the £40 cancellation after all of this!

Hi @podgee421, I'm sorry to hear this. So I can look into this for you, can you please confirm your full name, DOB and postcode in a private message to @Tesco-Bank? - Chris