Car insurance FAQs
Do you provide a courtesy car if I have an accident?
After an accident covered by your policy (as long as your car is being repaired by an approved repairer) we will provide you with a courtesy car while the repairs are being carried out (subject to availability, and terms and conditions apply).
The courtesy car applies to comprehensive cover for accidental damage claims and Third Party, Fire and Theft for fire and theft claims where damage is repairable.
How do I make a claim?
In the event of a claim, please call our 24-hour claim service on 0344 840 9506. All incidents should be reported within 48 hours, even if you are not claiming.
Can I drive abroad on my policy?
As long as you are a UK resident and the vehicle is registered in the UK, your policy will automatically cover you to drive in any countries that are members of the European Union. The minimum level of insurance required (usually third party only) will be provided. This will entitle you to travel within the territorial limits for 90 days for social domestic and pleasure purposes only.
It’s important you check your terms of business before travelling.
Can I change my vehicle and keep the same insurance policy?
As long as the vehicle is acceptable to your current insurer you won’t need a new policy. However, you may have to pay extra to make the change.
To change your vehicle or make any other amendments to your policy, please call our Customer Service Team on 0344 840 6305. If you bought your policy before 9 December 2014, please call 0845 504 5149.
Do I need to provide proof of my no claims bonus?
Yes, you need to send this to us within 14 days of your new policy starting. You can email scanned copies or photos of them to [email protected] Or, if you prefer, you can post copies to Debenhams Car Insurance, Lysander House, Catbrain Lane, Bristol BS10 7TQ.
If you are having difficulties getting hold of proof let us know. We may be able to help you find it by contacting your previous insurer.
Why do I need to send you a copy of my Driving Licence?
To ensure all your details are accurate, we need you to provide us with a copy of the Driving Licence Summary from the DVLA website and both the front and rear of your driving licence photo card, for you and all drivers named on the policy.
You can email scanned copies or photos of them to [email protected] Or you can post copies to Debenhams Car Insurance, Lysander House, Catbrain Lane, Bristol BS10 7TQ.
What do I do if I breakdown?
If your breakdown cover is with the RAC, please call: 0330 159 0453
If your breakdown cover is with Debenhams Motor Breakdown, please call: 0190 42 34 874
If you are unsure who your breakdown provider is, please call our Customer Service team on: 0344 840 6305
Where can I see your terms of business?
You can read our Terms of Business here.
Can I take out immediate cover?
Yes, getting insured is easy. You can buy online or over the phone by calling 0344 840 6340.
Can I pay by instalments?
Yes, instalments are available to help you spread the cost. The interest payable when spreading the cost is provided upon completion of the quote.
Who provides Debenhams car insurance?
Debenhams Retail plc is an Appointed Representative of Somerset Bridge Insurance Services Limited who are regulated by the Financial Conduct Authority. Policies are underwritten by a panel of insurers.
About the Debenhams switch
Somerset Bridge Insurance Services are committed to providing you with great service, and we look forward to providing you with continued cover under our Vavista brand.
Is my cover the same?
Yes. There is no change to your level of cover or policy terms and you will continue to earn the same no claims discount, only the brand name has changed.
I pay for my insurance monthly, do I need to change my Direct Debit?
No. You do not need to do anything and your current payments will continue from your bank account at the same time each month. Due to the change detailed within this email you will see the name on your bank account appear as Vavista INS and not Debenhams INS.
Do I have to do anything because of this change?
No, we have taken care of everything for you. You can still access your policy documents via your secure customer portal and will continue to earn the same no claims discount.
Will there be any changes to my renewal because of this change?
No. Once your renewal is due, we will follow the same process of finding you the best possible price via our panel of insurers and will write to you with your renewal quote. The only change is that your renewal will be branded as Vavista.
Are there any benefits being a Vavista customer?
Debenhams policyholders can benefit by accessing exclusive wellness content on our website. Which includes a range of interactive modules, webinars and other resources to help care for you, as well as the planet. You can find out more information in the recent email we sent you.
For every policy sold or renewed we plant a tree. We have already funded over 117,000 trees on behalf of our customers and to celebrate Debenhams customers moving to Vavista we have made a donation to plant a further 10,000 trees. You can find out more about our healthy planet initiative here.
How do I contact you?
If you have any Debenhams insurance numbers stored in your phone or written down these will still work for the time being. You can also find Vavista’s contact numbers here.
What if I need to make a change to my policy?
What if I have a claim in progress?
Existing claims will remain unchanged and will continue to be processed as normal by your insurer. If you have a new claim you can find contact details and some useful claims help here.
What if I don’t want to be a Vavista customer?
We would like to reassure you that the only thing that has changed is the brand of your policy, the level of cover remains exactly the same. However, if you would like to cancel your policy please get in touch via the contact details in the link above.