Payment FAQs

I’ve missed a monthly payment

Please be aware that any missed payments may affect your credit score.

If this is the first time this payment was missed, we will attempt to collect payment again automatically within 7-10 days of your payment date. As soon as your bank has notified us of the missed payment, we will let you know when we will try to collect payment again via your preferred delivery method. If we were unable to collect this payment for the second time, you can pay your outstanding balance quickly and easily by logging in to your online account and following the steps below:

• Log in to your online account
• On your home page, you will have a notification of an outstanding balance if one is owed.
• To pay this balance, click ‘Pay now’
• Enter your card details and select ‘Next’ to proceed with your payment.
  
  

I've missed my annual payment

You can pay your outstanding balance quickly and easily by logging in to your online account and following the steps below:

• On your home page, you will have a notification of an outstanding balance if one is owed.
• To pay this balance, click ‘Pay now’
• Enter your card details and select ‘Next’ to proceed with your payment.
  
  

Can I change my bank details for my direct debit?

You can change your payment details or switch from annual to monthly payments (or vice versa) when you renew your policy in your online account.

Unfortunately, we can’t update your bank details for you online mid term. If you would like to change your bank details, then please speak to a member of our Live Chat team via our Virtual Assistant or call us. Lines are open 8.30am - 6.00pm Monday to Friday and 8.30am - 4.00pm on Saturdays.

Can I change my card details?

We will only be able to update your stored card details online if a payment is taken as part of a change or renewal on your policy. If you are looking to update your card details for a change or renewal, you can enter the new card details when you accept the change or renewal on your online account.

Alternatively, please speak to a member of our Live Chat team via our Virtual Assistant or call us and we can make the change for you. Lines are open 8.30am - 6.00pm Monday to Friday and 8.30am - 4.00pm on Saturdays.

How do I change my payment date?

Unfortunately, we can’t update your payment date for you online. If you would like to change your bank details, then please speak to a member of our Live Chat team via our Virtual Assistant or call us. Lines are open 8.30am - 6.00pm Monday to Friday and 8.30am - 4.00pm on Saturdays.

Important information about credit

If you choose to pay by monthly instalments, a credit application will be confirmed on your credit file, which is visible to other lenders. This application and any missed payments may affect your credit score. If you are renewing your policy and choose to pay by monthly instalments, a credit application will be confirmed on your credit file, which is visible to other lenders. This application and any missed payments may affect your credit score. To find out more about how we use your information please see our Privacy Notice which can be found by clicking the link below: https://www.ageas.co.uk/privacy-policies/

Where's my refund?

If you called one of our consultants, then refunds can take up to 72 hours before they show in your account. If it’s been more than 72 hours or you cancelled online, then please speak to a member of our Live Chat team via our Virtual Assistant or call us. Lines are open 8.30am - 6.00pm Monday to Friday and 8.30am - 4.00pm on Saturdays.

You’ve collected a payment after my policy’s been cancelled

Please speak to a member of our Live Chat team via our Virtual Assistant or call us. Lines are open 8.30am - 6.00pm Monday to Friday and 8.30am - 4.00pm on Saturdays.

I haven’t got a payment code for Strong Customer Authentication (SCA)

You should contact your card payment provider who will be able to help you.

What are the default fees?

If you make a late payment or miss a payment, a fee of £14.50 will be added to your monthly Direct Debit

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