Payment FAQs

We've created some frequently asked questions to help with any payment queries you may have.

Need other questions answered? Find out more in our dedicated FAQ page.

How do I change my payment method?

If you'd like to change your payment method, please contact our Customer Service Department:

Gold and Silver customers if you have a policy number starting with DUHHS please call 0370 060 0227

Extra and Essentials customers if you have a policy number starting with DUESS or DUXRA please call 0370 900 3110

Extra and Essentials customers if you have a policy number starting with DUHHS  please call 0370 900 0201

Lines are open 8am to 8pm Monday to Thursday, 8am to 6pm Friday, 9am to 1pm Saturday. Call charges will vary. We may record and monitor calls.

My unique payment reference number isn't recognised?

If your payment number isn't recognised please contact our Customer Service Department:

Gold and Silver customers if you have a policy number starting with DUHHS please call 0370 060 0227

Extra and Essentials customers if you have a policy number starting with DUESS or DUXRA please call 0370 900 3110

Extra and Essentials customers if you have a policy number starting with DUHHS please call 0370 900 0201

Lines are open 8am to 8pm Monday to Thursday, 8am to 6pm Friday, 9am to 1pm Saturday. Call charges will vary. We may record and monitor calls.

My direct debit hasn't been collected, what should I do?

If you notice we haven't collected a payment, please contact our Customer Service Department:

Gold and Silver customers if you have a policy number starting with DUHHS please call 0370 060 0227

Extra and Essentials customers if you have a policy number starting with DUESS or DUXRA please call 0370 900 3110

Extra and Essentials customers if you have a policy number starting with DUHHS  please call 0370 900 0201

Lines are open 8am to 8pm Monday to Thursday, 8am to 6pm Friday, 9am to 1pm Saturday. Call charges will vary. We may record and monitor calls.

Do I get a refund if I cancel my policy?

You can cancel your policy at any time by calling the relevant number below:

Gold and Silver customers if you have a policy number starting with DUHHS please call 0370 060 0227

Extra and Essentials customers if you have a policy number starting with DUESS or DUXRA please call 0370 900 3110

Extra and Essentials customers if you have a policy number starting with DUHHS please call 0370 900 0201

If you cancel this policy within 14 days of the start date or renewal date, or after you received your policy documents, whichever is later, we’ll refund you for the period of unused cover.

If you decide you don’t want this policy after 14 days of the start date or renewal date, or after you receive your policy documents, whichever is later and you’ve not made a claim, we’ll charge you for the period that we have provided cover to you.

If you have made a claim during the period of insurance, then you’ll have to pay the full annual premium and you won’t receive a refund.

Lines are open 8am to 8pm Monday to Thursday, 8am to 6pm Friday, 9am to 1pm Saturday. Call charges may vary. We may record and monitor calls.

When will I receive my refund?

Please allow up to 28 days for us to process a refund.