Online banking

Online banking

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Your Insurance Account

What happens if I have forgotten my password?

Our forgotten password process is simple, we just need a few more bits of information from you.


  • Click Forgotten your password? on Your Insurance Account and you’ll be asked to select the number where we can send your One Time Access Code
  • Ensure your mobile or landline number is correct and click on the chosen method of contact
  • Your One Time Access Code is valid for 10 minutes and is sent immediately but can take up to 15 minutes to be received
  • If it expires, you’ll need to request a new one online by following the same process

Once your details are correct you’ll need to create a new password. Remember, your password must be at least seven characters with a mix of letters and numbers - it’s case sensitive and can’t be the same as your username.


hi, ive forgotten my password and when i try to sort it out it says my device im using isnt recongised. ive tried the insurance accout way but i dont know my policy number or where to find it. ive been trying to follow the links on your website but im just going round in circles.



Hi @lucyemily97, I'm sorry to hear that you're having issues with this. Can you please contact us on our Twitter or Facebook pages so we can see what we can do to help? You also give us a call on 0345 246 2895 to reset your access. Lines are open Mon - Fri: 8am - 9pm and 
Sat - Sun: 9am - 5pm - Ross