I have a question about...
Top Customer Portal FAQs
After your policy has been set up, you will receive an email with a link to activate your account.
To activate your account, simply click on the link and create a password for your account. The email address you use for registering your portal must be the same as used when purchasing the policy.
You will then be able to log in and view your policy documents and details. From here, you can easily manage your policy 24 hours a day, 7 days per week.
If your policy has been set up and you have not received your activation email please register your account now. Please ensure you use the same email as when the policy was purchased.
Don’t worry if you have forgotten your password – you can reset this easily by clicking on the ‘forgot password’ link on the portal log in page.
You’ll need to enter a few details for security measures. Following this, you will receive an email with a link to reset your password.
If you’re experiencing difficulty logging into your account, it’s worth checking the following:
- Your log in details: please ensure you’re using the correct person’s details to log in. If you are a joint policy holder or a second named driver, then the portal will not be in your name and you will not be able to access the account.
- Your password: if your password is incorrect, you can reset it by clicking on the ‘forgotten password’ link. Clicking on this link will trigger an email from which you’ll be able to reset your password.
- Check you are using the correct email address to what you first registered with.
If you’ve checked all of the above and you’re still experiencing issues, please contact us via live chat and we will be able to assist you.
One Protect is an online based company allowing our customers to manage their policy online via the customer portal putting you in control.
You can also chat to us online via live chat for your queries. For emergencies (Claims & Breakdown), renewals and vulnerable customers you will be able to contact us by telephone.
Here at One Protect, we understand that you value your privacy. Which is why we keep your contact details secure – only to be used by us. We will never pass your personal information on to other companies for any marketing purposes.
If you would like to view more information on how your data will be used, please visit our privacy policy page.
Yes, all policies under your name will be held on our system and all of your documents can be easily accessed within the same account.If some documents aren’t showing up in your account, please use our Live Chat service and a member of our team will be happy to look into this for you.
Endorsements are changes or exclusions to a policy, they alter the terms referring to a certain area of cover. All schedules will have a list of endorsements on the following page for informational purposes only. Only those specified in ‘Endorsements Applying’ are applicable to your policy. If this shows no endorsements applying, they can be ignored.
On some occasions you may be asked to provide your driving licence details in order for your driving history to be checked. If this is needed we’ll contact you to let you know.
We might ask for your driving licence number, national insurance number and the postcode connected to the licence. This information will enable us to check your information using the DVLA’s Share My Licence System.
If requested, this can be done via your customer portal. Please note that we do not store your national insurance number – we will only use it for the purposes of the validation checks.
If you don’t want to provide your national insurance number, you can instead provide us with the last 8 digits of your driving licence number along with a check code from the DVLA. Further information on this can be found here.
Please be aware that failure to provide either of these details when requested could result in your policy being cancelled.
Your no claims bonus – sometimes known as a no claims discount, is a reward for the number of years you’ve driven without making a claim on your insurance. It comes in the form of a discount on your policy premium. We will try to validate your NCB internally but occasionally your insurer will require proof of your no claims bonus to confirm that you’re entitled to the discount, in which case we will contact you for this.
This proof can be provided in the form of a recent renewal notice or a letter from your previous insurer confirming your no claims bonus.
However, in order to be valid, the document will need to show:
- How many years NCB you have
- Expiry date of the previous policy
- Previous policy number
- Name of insurer on company headed paper
If you do not provide proof when requested, your discount may be removed and an additional premium could be added to your account.
As a One Click customer, uploading your proof of no claims is easy. Simply log into your account on the customer portal.
We would require you to upload written proof to the customer portal. This needs to be from the insurer you were with at the time of the claim, and must confirm that the claim was settled as notification only. This either needs to be a letter or PDF company headed document. Emails will not be accepted.
If we require any documentation from you then we will send a document upload link via email. Please note, if you’re uploading documents sent from another company, please ensure the document is printed on company headed paper and posted in a letter or PDF format.
Your insurance certificate will show the premium from the insurer both with and without insurance premium tax. What it does not include is any additional products you have purchased, such as additional breakdown cover or home emergency.
Premium finance is a method of paying for your insurance, by enabling you to spread the cost of your premium over a series of smaller, regular payments.
The money is essentially loaned to you by a finance provider of which you repay in monthly instalments. There are variable interest rates involved with premium finance. It is seen as an additional product as it does work out more expensive pay via Premium Finance.
One Protect act as your insurance broker and credit lender. The Direct Debit facility is provided by One Protect and a credit agreement is generated to cover your repayments. If you have chosen to pay via Premium Finance, your credit agreement will be emailed to you.
A payment default refers to a missed or failed payment leading to an overdue, outstanding balance.
Due to the process involved, our finance providers apply an administration fee which covers the time and costs involved in effecting these changes and bringing your payment up to date.
A breakdown of these fees can be found in your direct debit agreement which would have been sent to you by your finance provider.
Provided the agreement is still running, you can visit our payments page on the customer portal and make a payment online.
Our customer portal is open 24 hours a day, 7 days per week – so you can make this payment at a convenient time for you.
If you wish to change your direct debit instalment to a more suitable date, you can do so by logging into your account on our customer portal. Our customer portal is open 24 hours a day, so you can arrange this at a time that’s convenient for you.
This amendment is free of charge – though, any arrears will need to be cleared before we can update your payment date.
Please note this does not replace any cancellation notice you may have received regarding your arrears. Unfortunately, failure to keep your account up to date may result in your policy being cancelled.
All applicable fees that One Protect charge can be viewed here.
A CPA allows us to take authorised payments from your debit/credit card or PayPal account.
We may use your CPA for:
- automatic renewals
- missed or failed payments
- cancellation balances
- mid‑term policy changes you agree to
Yes. You can ask your bank or card provider to stop any future CPA payments, and they must do this for you.
However: Cancelling a CPA with your bank only stops the payment — it does not cancel or lapse your policy. You must also contact us so we can update your policy status.
Your bank or card provider can refund any payment taken after the CPA was cancelled.
A £35.99 fee may apply and you may be charged for any time your policy was active.
If you would like to make a complaint, we kindly ask you to follow our complaints procedure in the hope of resolving the issue as quickly as possible for you. The first step is for you to contact the appropriate department via Live Chat and discuss your complaint with one of our agents.
Our agents have been trained to provide a high level of service and will try their best to resolve any dissatisfaction where possible. If, after speaking with an agent, you still feel the outcome to be dissatisfactory, our agent will refer you to their line manager who will discuss matters with you further in the hope of resolving your complaint to the highest standard possible.
You can also register your complaint directly to the relevant department, or the Complaints Handling Manager, via our free post address at: Free Post PO BOX 664 Doncaster DN1 1WA As a valued customer, we want you to know that we will do everything in our power to resolve the situation for you. We’d also like to apologise for any situation which has resulted in you feeling like you need to escalate a complaint – we look forward to rectifying this for you.
As you’ve chosen an online-only policy, we don’t offer a general contact number. All support is provided through our online services. We encourage you to self-serve whenever possible — managing your policy online is typically quicker than speaking with an agent.
If you need further support, you can find more contact information here.
You can find more information on our opening times on our contact page.
We’re here to help. If you need to discuss payments or explore how we can support you, please don’t hesitate to get in touch. To find out how to reach us please visit our contact page.
We are sorry you are going through this. Dealing with insurance can be stressful even in the best of times. If you need any additional support please visiting our further support page.
If you have the information below that would be helpful, but if not don’t worry as we will still be able to discuss the policy with One Protect: Relationship to the deceased, Policy number, Date of death, Details of the executor or representative, if known.
We are so sorry to hear that the policyholder or a named driver on one of our policies has passed away. Please visit our bereavement and vulnerability page here for information on how we can assist you at this difficult time.
Need to make a claim?
One Call Claims are on hand and available to call 24 hours a day, 7 days a week.