You can do everything yourself in your online account.
Manage, update and check your policy when it suits you.
If you need a hand, our website can help. From making changes to payment issues and queries about cover... it's all there!
Please note: Our phone lines are for claims only – here's how to get in touch if you're claiming on your car insurance.
How to access our Live Chat:
If you're an existing customer, simply log into your account and you can chat to us using the blue chat icon in the bottom right of your screen.
Our Live Chat opening hours are:
If you have any Britannia car insurance related queries, or need to tell us about a technical difficulty, please email us at: [email protected].
Email replies can take up to 24 hours during busy periods. In extreme cases, it can take a little longer.
Please don’t email again if you’re waiting for a reply, as this can delay us getting back to you.
As an online insurer, we always give you our best price the first time. We're not able to respond to queries about price matching or reducing your renewal price.
We'll confirm that we've got your complaint.
We'll keep you updated and let you know the outcome of our investigation, and do our best to put things right.
If we haven't responded to all your issues within eight weeks, we'll remind you that you can refer your case to the Financial Ombudsman Service.
If you're not satisfied with our final response, or with our reasons for not getting back to you sooner, you can take your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service offers a free independent complaint resolution service.
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge - but you must do so within six months of the date of the final response letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
The Financial Ombudsman Service, Harbour Exchange Square, Exchange Tower, London, E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
Email: [email protected]
Website: www.financial-ombudsman.org.uk
We aim to get everything right first time, but sometimes things can go wrong.
If this happens, please let us know so we can put things right. We always do our best to resolve problems as quickly, thoroughly and fairly as possible.
