Firstly, our heartfelt condolences. We can't change the policyholder or main user of the vehicle, but we can cancel the policy. Just send us a message with the policy number and policyholder's named we’ll sort the rest. No administration or cancellation fees apply in this case, of course.

All your documents are hanging out in My Portal, under your policy. Simply head over to My Portal and tap on your policy to find, download or print your documents.

Your documents will make their grand appearance in My Portal after your policy has been validated through a phone call with us. If you haven't chatted with us yet, it's likely your policy hasn't been validated. If you’ve just spoken to us and your policy isn’t showing yet, please wait up to 12 hours before they appear. Discover more about validation here.

Your policy documents will become available in My Portal for you to view, download or print from the date of your renewal.

For expired or cancelled policies, just head over to My Portal to request your No Claims Bonus proof. Find your policy under the 'inactive' tab, open the ‘My Documents’ tab and the tap on ‘Request No Claims Bonus’. A request will then be sent to our team who will get to work! If requested during working hours, you'll typically receive your documents the same day, but please give our team up to 48 hours to email them over to you.

We get it, sometimes you need that invoice! Just chat with one of our friendly live chat agents, and they'll zip one over to your email. If you request it during working hours, you'll usually receive it the same day. But do give our team up to 48 hours to send it your way.

Need to tweak your policy, like changing your address or updating annual mileage? Do it anytime via My Portal, all change types are covered! Just tap on your policy and hit ‘manage policy’ at the bottom. For more help with making midterm adjustments, click here.

Switch up your payment details anytime through My Portal, including updates to your direct debit date or bank account info! Just give your policy a tap and select ‘manage policy’ at the bottom. Need extra guidance on payment management? Click here.

Refresh your contact details like phone number and email effortlessly via My Portal. Tap your policy and pick ‘manage policy’ down below. Need a helping hand? Click here.

Basic tweaks like updating your email or phone number are on the house! However, making changes through My Portal comes with a £40 admin fee. Plus, depending on the underwriters' risk assessment of the fresh details, your premium might go up, down, or stay put. Don’t worry, My Portal will present you with a price breakdown before you go ahead!

Our cancellation fees are crystal clear! Within the first 14 days of cover, there's a £45 Broker Admin Fee for cancellations during your cooling-off period. Post 14 days? The fee is £45, plus the Cost of Coverage Until Cancellation, and a Pro-Rata Fee/Discount (if applied initially).

We're sad to hear that you're thinking of leaving. But don't worry, we're here to help! If your looks to cancel your policy during your 'cooling off period', which is within the first 14 days of inception, then you've come to the right place. Our team of friendly experts is available to guide you through the cancellation process and answer any questions you may have. They can provide you with a cancellation breakdown prior to cancelling, so you have a clear understanding of any outstanding payments or refunds that may be due. So, if you're wanting to discuss cancelling or even if you just want to see what your options are, just give us a call on: 0333 202 3542 and we'll take care of the rest!

We're sad to hear that you're thinking of leaving. But don't worry, we're here to help! If your looks to cancel your policy midterm, after your 14 day cooling offer period, but before your policy expires, then you've come to the right place Our team of friendly experts is available to guide you through the cancellation process and answer any questions you may have. They can provide you with a cancellation breakdown prior to cancelling, so you have a clear understanding of any outstanding payments or refunds that may be due. So, if you're wanting to discuss cancelling or even if you just want to see what your options are, just give us a call on: 0333 202 3542 and we'll take care of the rest!

We're sad to hear that you're thinking of leaving. But don't worry, we're here to help! If your looks to cancel your renewal, ie not have your policy renew at the end of the year when it expires, then you've come to the right place. Our team of friendly experts is available to guide you through the cancellation process and help turn your auto renewal off. They can provide you with a cancellation breakdown prior to cancelling, so you have a clear understanding of any outstanding payments or refunds that may be due. So, if you're wanting to discuss cancelling or even if you just want to see what your options are, just give us a call on: 0333 202 3549 and we'll take care of the rest!

Hey there! Our Live Chat team are here for you from 8am-7pm on weekdays, 9am-5pm on Saturdays. We can't wait to help you with any questions you've got!

Here at CarLine Direct, we're passionate about delivering top-notch customer service with a friendly touch, and we're proud to have won multiple awards for our efforts.We strongly value personal interactions, which is why we have genuine agents on standby to address your questions For general enquiries, we ask that you chat with one of our friendly live chat agents, who will typically respond in under two minutes. In most cases, these agents can swiftly resolve your concern right there and then. For more intricate matters, like complaints or cancellations, our agents will point you in the right direction by providing you with a direct phone number to call. This approach significantly trims down wait times across all departments, allowing us to address your queries in much faster.

We understand—the human touch is irreplaceable! Open up My Portal and shoot us a message via the 'message' section and await a notification for our reply. If you're not on the app, our live chat on the bottom right of our website is ready for you. Click the blue circle and say hello! We typically reply within two minutes.

Switch up your payment details anytime through My Portal, including updates to your direct debit date or bank account info! Just give your policy a tap and select ‘manage policy’ at the bottom. Need extra guidance on payment management? Click here.

Got to square up an outstanding balance or debt? My Portal's got you. After logging in, usually, the amount due will be front and centre in the ‘wallet’ tab. Tap ‘Pay Now’, punch in your card details, and voila! If the amount's playing hide-and- seek, use the payment form by tapping your policy, selecting ‘manage policy’, and hitting ‘make a payment’.

We understand – sometimes you need a little breathing room for that direct debit payment! While it's not a guarantee, we can put in a word with ‘Close Brothers Premium Finance’ to see if they might stretch your direct debit date. Want us to make the ask? Shoot a message to our friendly chat team through My Portal or give the live chat button on our website a click!

Simply log in to the My Portal app, steer your way to the ‘wallet’ tab, and voilà – your upcoming and past payments are all there, ready and waiting!

Please note that your policy will automatically renew with us. We'll send you an email with attached documents containing all the details of your upcoming renewal, and this will arrive a few weeks before the renewal date. If you decide not to renew your policy with us, that’s completely fine! Just get in touch with our renewals department on: 0333 202 3549.

We understand the importance of keeping you informed about your policy renewal. To ensure you have all the details you need, we send out renewal quotations approximately 21 days prior to your policy renewal date. You can easily view your policy renewal date at any time within My Portal by tapping on the relevant policy and toggling open the About The Policy section. Here you'll find your current policy end date, which will be the date your policy is due for renewal. The validity bar shown within your policy icon also highlights how far you are through your current policy term, as well as the number of says left until your renewal. In case you haven't received a renewal quotation, please feel free to contact us at the number listed below. It's important to note that your policy will automatically renew with us, but if you prefer not to renew, you can reach out to our renewals department on 0333 202 3549 , and they will assist you accordingly. We are here to ensure a seamless renewal process for you, so don't hesitate to reach out with any questions or concerns.

You will receive an email from your broker, with attached documentation regarding the details of your upcoming renewal around 21 days before your renewal is due. We’re not only competitive for new customers, we also provide the best deals for our existing customers too, so we hope you’re happy with the price and service received and will choose to stay with us. You can discuss your renewal quote with a friendly member of our team by giving us a call on 0333 202 3549. Your policy renewal date can be found in the 'Policy' tab of My Portal.