• Read more about Can I change the language on your website?

Yes, with the help of tools provided by your device and the browser you can choose the display language.

• Google Chrome
  • Android
  • iPhone/iPad
  • Desktop
• Safari
  • iPhone
  • iPad

• Read more about Can I receive my documents in a more accessible format?

All our documents can be issued in digital (email and PDF) or physical (paper) versions. 

We usually send document by email, or directly to your online Customer Portal, unless you ask for paper copies. 

If you prefer to receive your documents in paper format, just contact us and we can provide existing documents and ensure new documents are issued to you in paper format.

• Read more about Can I set up a nominated contact?

Yes. To ensure the security of your policy, we only deal with the policyholder. However, we know that from time to time, a policy holder may like to set up a nominated contact.

• To nominate a contact, the policyholder must provide consent. The nominated contact can be a spouse or trusted family member or friend.
• To give consent, the policyholder must contact us, expressing their wishes for us to discuss their policy with the new contact.
• The policyholder can contact us by email, webchat, phone or letter.

• Read more about How do I make the text on your website bigger?

There are different options available to you depening on your device and browser. Here are some examples for common browsers/devices:

• Google Chrome
  • Android
  • iPhone/iPad
  • Desktop
• Safari
  • iPhone
  • iPad

• Read more about I have recently been bereaved, what happens next with the policy?

We're sorry to hear you have experienced a bereavement. We're here to help make things a little bit easier at this difficult time.

We know that every situation is unique so please contact us by webchat, email, phone or letter and we'll try to help.

• Read more about How do I make changes to my policy?

• Make a payment
• Renew online
• Change your vehicle details
• Add a driver
• Change your registration number
• Change your contact details

• Read more about I'm receiving an error when I try to login to the Documents Portal.

You need to ensure you use the email address that we have registered for you. Your policy reference number must be entered as it's displayed in the email we sent you. Please note this is case sensitive.

Your one time password is only valid for 30 minutes. If this time has passed, you can request a new one through the Documents Portal. 

If you are still unable to access the portal, or your email address has changed, please contact us.

If there’s a system outage, we apologise. Please try and access the Documents Portal again in a short time.

• Read more about Why won't my one time password (OTP) work?

The one time password is valid for 30 minutes. If this time has passed, you can request a new one through the Documents Portal. If you are still unable to access the portal, please contact us.

• Read more about What do I need to log on to my Customer Portal?

Policies starting with XB

For help, to log on to your Customer Portal you can find all the information in FAQs.

Policies starting with GEI

To access the Documents Portal, you will need the following information: 

•    Your email address that was used when you purchased your policy. 
•    Your policy reference number (this begins with GEI).

Once you’ve entered these details, a one time password (OTP) will be sent to your email address. This will contain a password which you should copy and enter on the portal.

This password is valid for 30 minutes, to help protect your personal information.

• Read more about I have received my renewal premium and my rate has increased. Can I do anything to reduce my premium?

Check all the details on your renewal notice to make sure they're correct and that you have all relevant discounts included. You should review things like cover type and any optional extras.

Our renewals team will be happy to go through all the details with you. You can contact us here.