General FAQs

How do I use live chat on your site?

You can use our online chat service when there is an operator available.

You’ll find the live chat buttons on the:

The buttons will not appear if there is not an operator available.

For car, home, and young driver insurance, the live chat service is there to:

  • help you through the quote process
  • answer general queries
  • discuss specific details of your policy.

For pet insurance, the live chat service is there to:

  • help you through the quote process.

How can I pay for car and home insurance?

You can pay for your car (excluding Ecoinsurance) and home insurance in one of two ways.

Direct debit

We’ll take a payment from your bank each month to help spread the cost of your insurance. There’s a small charge for credit, and you’ll need to pay the first two months up front.

Debit or credit card

We accept all Mastercard and Visa credit and debit cards.

There’s no charge for using a credit or debit card.

Which Co-op shops accept the food vouchers?

You can use the food vouchers in Co-op Group stores and at these independent co-operatives:

  • Central England
  • Heart of England
  • Scotmid
  • Southern
  • Radstock
  • Mid-Counties
  • Lincolnshire
  • Chelmsford Star.

You cannot use the vouchers at other independent co-operatives, including East of England Co-operatives.

What do I do if I can't pay online?

If you have a problem paying for your car or home insurance online, please get in touch on 0800 0113 380^ to pay over the phone.

Please have your debit or credit card handy.

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How do I change the address on my insurance policy?

Get in touch on 03457 46 46 46^to change the address on your car or home insurance policy, 

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What is automatic renewal?

We automatically renew your car or home insurance if you pay by direct debit and don't let us know if you don't want to renew.

Get in touch on 03457 46 46 46^ if:

  • you don't want to renew
  • you want to make a change to the level of cover
  • any of the car or driver's details have changed.

Where do I find a promotional code?

We sometimes use promotional codes for marketing campaigns and promotions.

You don’t need a code to receive online discounts and offers. We apply those automatically when you get your quote online.

Can you email me my documents?

No, we can only send documents through the post.

How do I let you know that a policyholder has died?

We understand that it’s a difficult time when someone dies. You’ll need to let us know if one of our policyholders has died.

When you’re ready, get in touch on 03457 46 46 46^.

On the call, we’ll ask you to choose car or home insurance. Do not worry if you need both, we can handle it all in one call.

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Can I get my documents in large print, Audio or Braille?

Yes, you can request these by getting in touch on 03457 46 46 46^.

We also offer services for our deaf customers.

Call 08000 684 24^ to:

  • get a quote
  • make a change to your policy
  • cancel your policy.

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Will I still get the food vouchers if I cancel?

You will not receive vouchers if you cancel within:

  • 30 days (car, home, and pet insurance)
  • 4 months (life insurance).

Will you replace lost food vouchers?

No. We won’t re-issue vouchers that have been lost.

Can I give the food vouchers to someone else?

Yes, you can give them to someone else if you don’t think you’ll use them. 

Check the expiry dates have not expired before you give the vouchers away.

What is Insurance Premium Tax?

The UK government imposes insurance premium tax (IPT) on insurance premiums.

There are two different IPT rates:

  • a standard rate applies to most of our insurance products, and also medical insurance
  • a higher rate applies to:
    • travel insurance
    • insurance of electrical or mechanical appliances
    • certain categories of vehicle insurance

No IPT applies to most long-term life and health insurance.

For further information on IPT visit the gov.uk website.

Can I use the footage from a dash cam or indoor security camera to support a claim?

Yes. Tell us about the footage when you make a claim and we'll let you know how to send it to us.

Do the food vouchers have an expiry date?

Yes. The food vouchers are valid for three months. You’ll find the expiry date on the voucher.

The stores will not accept the voucher after the expiry date.

We will not re-issue vouchers that have expired.

Why didn’t the store accept the vouchers?

It may be one of these reasons:

  • the vouchers had expired (check the date)
  • the store was not a Co-op Group store, or a participating independent cooperative.

Can I nominate someone else to deal with you on my behalf?

You may nominate someone to deal with policy enquiries and transactions. They will not be able to do any of the following for you:

  • take out a new policy or cancel your existing one
  • change your address or bank details
  • add third-party access for someone else.

We will need your nominee's full name; full address; and date of birth, so we can authenticate them. We also need them to confirm your details.

Please send all correspondence to:

Home insurance: Co-op Insurance, PO Box 5508, Miller Street, Manchester, M61 0PN.

Car insurance including Ecoinsurance: Co-op Insurance, PO Box 67, Mitcheldean, Gloucestershire, GL17 0ZA.

I'm deaf and unable to ring your call centre, what alternatives are there?

  1. Use our online chat feature.
  2. BT’s Text Relay. To use this service dial 18001 46 46 46^.
  3. Write to us at:
    Home insurance: Co-op Insurance, PO Box 5508, Miller Street, Manchester M61 0PN.
    Car insurance: Co-op Insurance, PO Box 67, Mitcheldean, Gloucestershire GL17 0ZA.

    Make sure you:
  • sign the letter yourself
  • include your policy number.

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How long will it take for me to receive my documents?

Up to 10 working days.

If they have not arrived by then, call us on 03457 46 46 46^.

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How will my refund be paid?

Refunds will be paid to the credit or debit card used to either:

  • make your annual payment
  • pay your deposit for direct debit payment.

Can I get life insurance from Co-op?

Yes, you can buy life insurance from Co-op.

We offer flexible policies to help with your family’s financial security if you’re no longer around.

Already got a Co-op life or health policy?

Royal London Group now looks after all Co-op life and health policies bought before 2019.

Visit the Royal London website to find out more. 

Can somebody else pay for my insurance?

You can set up a direct debit in another person's name, or pay using their debit or credit card over the phone, if they:

  • are present
  • give their permission.

Where are my food vouchers?

Car, home and pet insurance customers

We’ll send you the policy documents immediately for you to check that your cover details are correct.

After that we'll send you the food vouchers:

  • within 75 days of your policy start date
  • as long as the policy has been in force for at least 30 days.

Life insurance customers

You should expect your vouchers to arrive 180 days from the start of your policy.

You will not receive the vouchers if you cancel your policy within 4 months.

What can I buy with the food vouchers?

The vouchers can be spent on any items sold in Co-op Food stores other than:

  • alcohol
  • tobacco and cigarettes
  • mobile phone top-up cards
  • saving stamps
  • first-stage baby milk products
  • lottery
  • in-store concessions
  • gift cards
  • fuel.

I need a replacement certificate of insurance

Co-op Car Insurance

Get a replacement certificate of insurance by calling 03457 46 46 46^. A £15 fee applies.

Ecoinsurance

Download your certificate of insurance for free from the online self-service centre.

Young Driver

Download your certificate of insurance for free from the online driving dashboard.

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Can I change my method of payment?

Paying by direct debit?

You can change to paying by credit or debit card when you renew or make a change to your policy mid-term.

Paid by credit or debit card?

You can change to direct debit when you renew.

We’ll send you details of how to change the way you pay for your insurance with your renewal invitation.