While COVID-19 presents new challenges for us all, First’s commitment to providing our customers with a high level of service remains the same.

The following are some key points regarding how we can help minimise the impact on you.

First’s offices are now closed and our staff are working from home to ensure that we can continue to answer your calls and service your policies. Please can we ask for your patience as despite our best efforts it is likely to make handling your query more difficult – in particular, call waiting times may be longer.

There are lots of things we can do to help if you’re struggling to make your payments. We may be able to offer a payment holiday and can also look at reducing your cover if your needs have changed or look at other measures we can take to support you.

As much as possible it will be business as usual. You can continue to contact us through the usual channels and numbers found here on www.first.co.uk or in your policy documents.

Insurance FAQs

Please use our FAQ’s below to find the answer to your queries. If your question is not answered here, please email info@first.co.uk (or call us if urgent).

You’ll need to have your driving licence, National Insurance number and postcode to hand. You can access the website by clicking here now and following the instructions.
NCB is No Claim Bonus, also referred to as No Claim Discount. You earn NCB by completing a 12 month policy, in your name, without having, or being involved in, any incidents that your insurance company have to pay out for. You can earn multiple NCB’s if you have more than one insurance policy in your name. However you can only use one NCB on one policy at a time.
You can request a copy of your NCB by phone on 01344 286 199 or by email. You can also submit a request via our online portal.
Call our customer service team on 01344 286 199 and they will be able to process any changes for you. Any changes we make for you can alter the way an insurance company calculates your premium. Some changes will increase the premium and some will reduce the premium. The charge or refund is calculated on the number of days left on the policy. Please bear in mind that, as your broker, we do make a charge for administering your policy and we may also keep our commission on any refunds. You can view our charges in our terms and conditions which can be accessed here.
If they were within the last five years of your policy start date then the answer is yes, even if they are not on your licence anymore. This is because the legal duty of disclosure for motoring convictions is up to five years.
You can find your insurance certificate and associated documents in our online portal. Click here to access the portal or if you don’t wish to access them right now you can visit the ‘Manage my Policy’ page on our website.
The easiest way is to upload files to our document portal which can be found here. Other ways we can accept your documents are; by attaching digital copies to an email and sending them to documents@first.co.uk or by post to office address which can be found on the contact us page of our website.
To find out whether you are insured to drive other cars on a third party basis you will need to check the wording on your insurance certificate. If you have a commercial vehicle policy you will not have this extension of cover.
This is requested as evidence for occasions where an insurance company have given a discount for owning a vehicle for a certain period of time.
Your address is an important factor used by insurers to calculate your premium and some companies will want to see evidence of this. We can accept either a utility bill (e.g. gas/water/electricity bill) or a bank statement provided they are dated within the last 3 months.
Call 01344 286 181 now and speak to one of our dedicated UK-based claims handlers. They will walk you through every step of the claim process to ensure the stress-free outcome that you deserve.