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At nutshell we are an online only company. This means we don’t have a customer services phone number. Get in touch via Live Chat or read our FAQs below.
You will be able to see if you need to sign your FSLA by logging in to your My Account portal. If you are required to sign the FSLA a notification will prompt you to do so. If you have already signed your documents, you will be able to see the date you have signed it.
If you have agreed to renew your policy with us, or have made a change to your policy mid-term, a new or modified FSLA will be generated. The new agreement will be reflective of any changes to your credit terms and would require for you to read and agree to the new terms.
If you have opted to receive your documents digitally and you have registered for My Account you can log in and you will be prompted to digitally sign your credit agreement. (There’s then no need for you to sign and return a copy to us.
If you opt to receive you policy documentation via post there will be two copies of the FSLA included in the pack. Please sign both copies, keep one for yourself, and return one to us by the following options:
- Email: Take a clear photo or scan one of the signed copies and email it to us at: fslareturns@insure-systems.co.uk
- Or post a signed copy to us at: Insurance Services, Fusion House, Katharine Way, Bretton, Peterborough, PE3 8BG
- Alternatively, you can also log in to your My Account where you will be prompted to digitally sign your credit agreement.
As you are paying by monthly installments, we require you to sign your Credit Agreement (Fixed Sum Loan Agreement) which is included within your policy documents. This will acknowledge that you have read and agreed with the terms outlined within the Fixed Sun Loan Agreement.
You will receive your renewal notice around 3 weeks before the renewal date of your current policy by email. The renewal notice will contain the cost of your insurance for the next year and explain what you need to do to renew your policy. Alternatively, you can view your renewal offer online within My Account.
Before your policy is renewed we will contact you with your offer. To save you time and to make sure that you are continuously covered we will use the details you have given us to automatically renew your policy where possible. We will also renew any additional products you may have which are linked to this policy. If you don’t want us to automatically renew your policy please let us know before your renewal date in My Account. When you receive your renewal offer before your policy is due to expire, it will explain what you need to do next.
Yes! Once we have let you know that your policy is due for renewal, simply log in to My Account and you can view, accept or decline your new policy.
Yes. We offer insurance to provisional and full licence holders.
Yes. You can still get a quote but you will need the registration number when you come to buy the policy.
We ask all new customers to pay a deposit when entering into a credit agreement. Paying a deposit reduces the amount of credit you need to borrow (and the amount of interest you need to pay) and means your monthly instalments will be lower.
Your documents are all available in My Account.
If you haven’t registered for My Account, you can do so here.
Continuous Payment Authority is when a customer authorises a business to withdraw money from a customer’s card repeatedly without having to ask authorisation for each payment.
Yes! Once we have let you know that your policy is due for renewal, simply log in to My Account and you can view, accept or decline your new policy.
This is an agreement between you, the customer, and a lender which sets out the terms under which you pay your insurance premium by monthly instalments.
If you have missed a payment, are experiencing short term financial difficulties and have an active insurance policy with us, we recommend you contact our Lending Support Team. They are specialists who will discuss your individual financial circumstances with you and determine whether it would be appropriate to make some changes to your repayment terms in order to help resolve your financial difficulties. Our opening hours are from 8am-8pm on weekdays, 9am-6pm on Saturdays and 10am-4pm on Sundays.
If you are having trouble making your payments, log in to My Account and use our Live Chat to speak to our Lending Support Team over Live Chat. Our opening hours are from 8am-8pm on weekdays, 9am-6pm on Saturdays and 10am-4pm on Sundays. We are ready and waiting to help you with any queries that you may have.
If you do not agree to a change to your repayment terms with the Lending Support Team and continue to not make the required payments, your insurance policy and credit agreement will be cancelled. You may incur cancellation fees as well as late payment fees and any outstanding premiums may become due.
If you are having trouble making your payments, log in to My Account and use Live Chat to speak to our Lending Support Team. They are specialists who will discuss your individual financial circumstances with you and determine whether it would be appropriate to make some changes to your repayment terms in order to help resolve your financial difficulties. Our opening hours are from 8am-8pm on weekdays, 9am-6pm on Saturdays and 10am-4pm on Sundays.
If you are experiencing financial difficulties, you may also wish to contact a free debt help organisation such as: Citizens Advice (address in the phone book) or go to www.adviceguide.org.uk/ , Money Advice Service (for free, unbiased and easy-to-access money tools, information and advice) phone 0300 500 5000 or visit www.moneyadviceservice.org.uk National Debtline phone 0808 808 4000 or visit www.nationaldebtline.co.uk for debt advice.
Annual percentage rate (APR) is a measure that calculates what percentage of the premium a customer will be charged for paying the insurance monthly rather than all in one lump sum payment. It takes into account all charges from monthly payments over the course of the loan and any upfront fees. APR is most often expressed in terms of an interest rate (%). All credit lenders must tell the customer what their APR is, enabling the customer to compare charges across different credit options (e.g. credit cards, personal loans).
Yes, we’re here to help. If you are having trouble making your payments, log in to My Account and use Live Chat to speak to our Customer Support Team. Our opening hours are from 8am-8pm on weekdays, 9am-6pm on Saturdays and 10am-4pm on Sundays. We are ready and waiting to help you with any queries that you may have.
Simply log in to My Account to view and manage your payments. If you haven’t registered yet, you can do so here.
We give a maximum of 9 years no claims discount proof.
This is the number of years you have been insured and not made a claim. The more years you remain claim free, the more no claims discount you earn. You will need proof of your no claims discount when you buy a policy.
This is the amount you will need to pay in the event of a claim. For example, if you have a £100 excess then you will pay the first £100 of the claim you make. Your excess can be made up of both a compulsory excess (set by the insurer) and a voluntary excess (chosen by yourself). For example: you may have a £100 compulsory excess and a £150 voluntary excess giving you a total excess to pay in the event of a claim of £250. You can see the excesses which apply to you in your policy documents.
Your renewal notice or letter from your last insurer confirming your no claims discount in years or percentage – the copy must be in English, less than 2 years old, be in the regular driver’s name, and show: the no claims discount in years or percentage, date the policy ended or was due to be renewed and the registration of the vehicle.
If you have no claims discount on your policy and submit a fault claim or a non-fault claim where recovery can’t be made, your no claims discount will be affected as shown below: If you have 5 or more years no claims discount it will reduce to 3 years If you have less than 5 years it will reduce by 2 years
We can only issue no claims discount proof for the regular driver of the motor insurance policy.
We currently allow a discount from company vehicles where we are supplied with a letter from the employer stating the following: How long the regular driver was insured by the company, Full details of accident, claims and loss history, That the regular driver had sole use of the vehicle including personal usage, The regular driver must no longer have use of the company vehicle for the discount to be applicable, The maximum proof we can accept from a company is 5 years, You will need to send us proof of your no claims discount within 7 days for a car insurance policy and 7 days for a van insurance policy of your policy start date. If you do not do this the cost of your policy will increase or, in some cases, be cancelled.
No, we only accept proof of no claims discount from private UK insurance companies.
Full details of how we use your personal data and your rights can be found in our privacy policy.
You have the right to request that we provide data in a machine readable format or to ask us to send data to another company. Please see our Privacy Policy for further information.
You have a right to ask us to provide you with the personal data that we hold about you. This is called a Data Subject Access Request (DSAR). To complete a DSAR Form please see our Privacy Policy for further details. For other information relating to your policy this will be in your policy documents.
Additional excesses may apply while your vehicle is being driven by a young or inexperienced driver. A young driver is a driver under the age of 25. An inexperienced driver is someone who has held their licence for less than 1 year or holds a provisional licence.
A cancellation fee may be applied if you cancel your policy before your renewal date. You will be charged £25 if you cancel your policy within 14 days of your policy start date and £60 thereafter. Full details of our fees and charges can be found in your documents. If you are an existing customer, you can view your documents at any time within your My Account by selecting “Insurance documents” from the menu on the left.
An excess is the sum of money that you will be required to pay should you make a claim against your insurance. A compulsory excess is the sum that your insurer sets and is non-negotiable. This amount depends upon different factors including your age, the type of claim and your car type. The compulsory excess amount is added to the voluntary excess amount to make your total excess should you make a claim. This amount will be outlined within your policy documents.
The different types of use and what they cover you for are detailed below:
Social, domestic, pleasure and commuting (SDPC) This use will cover the regular driver and any named drivers to use the vehicle for social, domestic and pleasure use, plus to travel to and from a single permanent place of employment. Students using their vehicle to drive to and from a place of education would require this cover.
Social, domestic and pleasure only (SDP) This use will cover the regular driver and any named drivers to use the vehicle solely for social, domestic and pleasure use. This excludes any travel to and from work or business use.
SDPC and business use (proposer / spouse only) This use will cover the regular driver and any named drivers to use the vehicle for social, domestic and pleasure use. Also covers the regular driver and spouse for personal business use and to travel to various places of work in connection with their employment.
SDPC and business use (any named driver) This use will cover the regular driver and any named drivers to use the vehicle for social, domestic and pleasure use. Also covers the regular driver, spouse and authorised drivers to use the vehicle in connection with the businesses of the regular driver and/or the regular driver’s spouse only. (Please note that we can not offer insurance if the vehicle will be used for public or private hire)
Yes, we can insure vehicles with private plates. We will need to know the registration number that is on the car currently so if you are waiting for the private plate then please tell us the original registration number now and then let us know when the private plate has been fitted.
You can add up to 5 additional drivers to your policy.
Please check your policy documents to check whether you are covered to drive other cars. These can be found in My Account 24/7. If you haven’t registered yet, you can do so here.
All round window glass cover is included with all comprehensive policies. If we can repair your window glass, there is a £25 excess. If your window glass requires replacement, a standard excess of £100 will apply. The quickest way to claim for a windscreen replacement or repair is by clicking here and completing our online booking form.
Simply log in to My Account to manage your payment details 24/7. If you haven’t registered yet, you can do so here.
We don’t charge an amendment fee for making changes to you policy. However, your premium may change depending on the new details.
Simply log in to My Account to manage your policy 24/7. If you haven’t registered yet, you can do so here.
You can view and opt-in/opt-out of different forms of marketing by visiting the ‘Settings’ section of My Account.
Simply log in to My Account to manage your policy 24/7. If you haven’t registered yet, you can do so here.
Simply log in to My Account to manage your policy 24/7. If you haven’t registered yet, you can do so here.
Yes, you can make a secure payment on My Account. If you have missed a payment and we have been notified, we will attempt to resubmit the payment to your bank. If we have been notified that a payment has failed and it is possible for you to make the payment online, then a ‘Make Payment’ button will be available.
Yes, providing you are up to date with your payments you can change your regular repayment date using My Account. We do have restrictions in place by how far in advance you can change regular repayment dates. This is to ensure you do not go too many days without making payment for your insurance and therefore minimising the risk of a lump sum becoming due.
If you would like to make a change to your policy, log in to My Account to view and change your details. Alternatively, log in to My Account and use Live Chat to speak to our Customer Support Team. Our opening hours are from 8am-8pm on weekdays, 9am-6pm on Saturdays and 10am-4pm on Sundays. We are ready and waiting to help you with any queries that you may have.
Yes, providing you are up to date with your payments you can change your regular repayment date using My Account. We do have restrictions in place by how far in advance you can change regular repayment dates.
If you are having trouble making your payments, log in to My Account and use Live Chat to speak to our Customer Support Team. Our opening hours are from 8am-8pm on weekdays, 9am-6pm on Saturdays and 10am-4pm on Sundays. We are ready and waiting to help you with any queries that you may have.
Yes, you can add business use to your policy online in My Account.
If you haven’t registered for My Account, you can do so here.
If you need to send us proof of no claims discount, you can use the document upload tool on My Account. If you haven’t registered yet, you can do so here.
My Account allows you to update your details online. However, if you can’t find what you need, simply log in to My Account and use Live Chat to speak to our Customer Support Team.
Our opening hours are from 8am-8pm on weekdays, 9am-6pm on Saturdays and 10am-4pm on Sundays. We are ready and waiting to help you with any queries that you may have.
Simply log in to My Account and visit the ‘cancel’ section. If you haven’t registered yet, you can do so here.
Alternatively, you can log in to My Account and use Live Chat to speak to our Customer Support Team. Our opening hours are from 8am-8pm on weekdays, 9am-6pm on Saturdays and 10am-4pm on Sundays. We are ready and waiting to help you with any queries that you may have.
Simply log in to My Account to manage your policy 24/7. If you haven’t registered yet, you can do so here.
Sorry to hear that you are having problems! Please make sure you are logging in with the email address that you used to set up your policy and if you have forgotten your password, you can request a new one here.
If you haven’t registered for My Account, you can do so here.
If you still need help to register or log in, please email contact@nutshell-insure.co.uk and include your policy number, full name DOB and postcode. We’ll aim to get in touch within 48hrs.
We are unable to make changes to your policy via email, so if you need help making a change, please chat to one of our team online through your account.
Our Live Chat agents are available within My Account from 8am-8pm on weekdays, 9am-6pm on Saturdays and 10am-4pm on Sundays. We are ready and waiting to help you with any queries that you may have.
At nutshell we are an online only company. This means that we do not have a customer service phone number. Our telephone line is for claims only, which is available 24/7.
To manage or view your policy, simply log in to My Account. If you haven’t registered yet, you can do so here.
Alternatively, you can log into My Account and use our Live Chat to speak to our Customer Support Team. Our opening hours are from 8am-8pm on weekdays, 9am-6pm on Saturdays and 10am-4pm on Sundays. We are ready and waiting to help you with any queries that you may have.
Please note: At nutshell we are an online only company. This means that we do not have a customer service phone number. Our telephone line is for claims only, which is available 24/7.Simply log in to My Account and click on ‘Contact’ . This opens the nutshell virtual assistant which can answer basic questions but can also pass you to our Customer Support Team on Live Chat.
Our opening hours are from 8am-8pm on weekdays, 9am-6pm on Saturdays and 10am-4pm on Sundays. We are ready and waiting to help you with any queries that you may have.
Simply log in to My Account and use Live Chat to speak to our Customer Support Team.
Our opening hours are from 8am-8pm on weekdays, 9am-6pm on Saturdays and 10am-4pm on Sundays. We are ready and waiting to help you with any queries that you may have.
Please note: At nutshell we are an online only company. This means that we do not have a customer service phone number. Our telephone line is for claims only, which is available 24/7.
We are sorry to hear you want to make a complaint. However, if you are unhappy with nutshell for whatever reason, you have the right to complain.
Please email us your complaint to complaints@nutshell-insure.co.uk. Please explain what your complaint is and how we can help you resolve it. It would be also really helpful if you included your full name and policy number in the message.
You can also log a complaint via Live Chat. Simply log in to My Account and use Live Chat to speak to our Customer Support Team.
Our opening hours are from 8am-8pm on weekdays, 9am-6pm on Saturdays and 10am-4pm on Sundays
Your documents are all available in My Account.
If you haven’t registered for My Account, you can do so here.
Your policy documents and Certificate of Insurance will be available in My Account for you to view, download or print from the date of your renewal.
Your policy documents will be available in the ‘documents’ area in My Account.
If your policy as expired, or you cancel it, your proof of no claims discount will be available in the ‘documents’ area in My Account.
Your policy documents will be available in the ‘documents’ area in My Account.
The Claims and Underwriting Exchange – also known as CUE – is a central database of claims reported to insurance companies. Most insurers will check it when you buy a policy from them or when you make a claim. If you need any more information regarding CUE please visit their website at www.insurancedatabases.co.uk
You can make a claim by calling our 24/7 claims helpline on 0330 912 8879.
You can book a windscreen repair online with Auto Windscreens. Just click here to go to their website.
If you have a query regarding an existing claim, when you first reported your claim you would have been given a number and/or link for the insurer directly or a personal claims management number and/or link. You should use this for any queries relating to your claim. If you have lost these details, please call our Claims Department and select the option for claims already reported.
No, not all accidents or incidents will result in a claim. However, you do need to notify us in all cases to ensure our records are up to date and that you have the correct level of cover.
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 you: 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.
Unfortunately we are unable to change the policyholder or the main user of the vehicle, however we can cancel the policy for you. Please simply send us an email including the policy number, policy holder’s name, and your contact details (name and the best telephone number to contact you on) to bereavement@nutshell-insure.co.uk and someone from our customer support team will be in touch.
To notify us of a bereavement visit: https://www.deathnotificationservice.co.uk/
We won’t charge any administration fees or cancellation fees in this case.
Read our Bereavement Checklist
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