What is your telephone number?

Sales

If you want to enquire about getting a new quote or have a question about an existing one, you can call us on 0333 043 2044 and one of our team will be happy to help.

Monday-Friday: 08.00 - 20.00 
Saturday: 08.00 - 17.00 
Sunday: 10.00 - 14.00
Bank Holidays: 10.00 - 16.00

Customer services

You can access a wealth of information relating to your policy within your Customer Portal.

You can view your documents and correspondence online and change your car, address, level of cover and add optional extras such as Breakdown Cover at a time that suits you.

If you’ve forgotten your login details you can quickly reset them here.

Alternatively, if you’d like to speak to one of our team, call us on 0333 043 2066.

Monday-Friday: 08.00 - 20.00 
Saturday: 09.00 - 17.00 
Sunday: 10.00 - 14.00
Bank holidays: 10.00 - 16.00

Renewals

If you need to talk to us about renewing your policy, then call us on 0333 043 2055.

If you do renew with us, you’ll benefit from our Defaqto 5 star cover and also have access to a wide range of discounts on big brands with 1ST REWARDS, exclusive to 1ST CENTRAL customers.

Don’t forget, if your policy isn’t due to automatically renew you can go online and renew it at a time that suits you.

Monday-Friday: 08.00 - 20.00 
Saturday: 09.00 - 17.00 
Sunday: 10.00 - 14.00
Bank holidays: 10.00 - 16.00

Payment enquiries

You can login to your customer portal to find out more information about your payment plan, or you can call us on 0333 043 2088.

Monday-Friday: 09.00 - 17.00 
Saturday: CLOSED 
Sunday: CLOSED 
Bank holidays: CLOSED

New claim

If you need to report a new claim please call us on 0333 043 2011. We're available 24 hours a day, 7 days a week.

Alternatively you can email us at newclaims@1stcentral.co.uk.

If you need to make a windscreen claim, you can call us on 0333 043 2012.

Existing claims

If your car is being repaired by one of our approved repairers:

You can get the latest information about car repairs online. All you need to do is click on the link we’ve sent you in our emails about your claim — search your emails for '1ST CENTRAL Repair Team’ — and access your own personal online repair tracker.

We’ll also keep you up to date on progress via email and text.

If you still feel you have any question about your repairs, you can call your repairer directly using the number displayed in your claim tracker, or if you can’t find the information please call our repair team on 01489 794256.

If you’re expecting a settlement because your car cannot be repaired:

We’ll call you to discuss your settlement but in the meantime we’ll keep you up to date by email and text.

If we’ve already agreed an amount with you and you’re waiting for your payment to arrive, please bear with us as it can take a few days for this to get to you.

Our FAQs are here to help and may answer some questions you have, but if you’d like to call us, our team are available on 0333 043 2022.

Monday-Friday: 08.00 - 18.00 
Saturday: 08.00 - 16.00 
Sunday: CLOSED 
Bank holidays: CLOSED

Lost or stolen keys

We don’t want you to get stuck without access to your car so we provide key cover to all of our customers as standard.

If your keys have been lost or stolen, you can call us on 0333 043 2011 24 hours a day, 7 days a week.

Complaints

1ST CENTRAL is committed to providing you with the best possible service, however, we realise there may be times when we do not meet your expectations. If you wish to contact us about a complaint you may have then call us on 0333 043 2077.

Monday-Friday: 09.00 - 17.00 
Saturday: CLOSED 
Sunday: CLOSED 
Bank holidays: CLOSED

You can also write to us at:

Customer Relations
First Central Insurance Management Ltd
Central House
25-27 Perrymount Road
Haywards Heath
West Sussex
RH16 3TP

If we are unable to resolve your complaint straightaway, we will acknowledge it promptly and keep you updated with any progress.

If we have given you a final response and you are not happy, or more than eight weeks have passed since we received your original complaint, you may refer your complaint to the Financial Ombudsman Service (FOS).

Their details are as follows:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

0800 023 4567

complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk

You must approach the Financial Ombudsman Service within six months of the final response to your complaint. Your rights as a customer to take legal action remain unaffected by the existence or use of this complaints procedure. However, the Financial Ombudsman Service will not adjudicate on any cases where litigation has commenced.

Media

Please contact our press office at 1stcentral@eulogy.co.uk

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