Our Contact Details

You can contact us by any of the methods below or use our contact form

Got any questions?

83% of questions are answered by our online helpdesk. Click here to view.

Customer Enquiries

If you have any questions regarding your quote or policy, please email us at enquiries@ecarinsurance.co.uk

Please remember to include your quote or policy number so that we are able to deal with your query as quickly as possible.

Our email helpdesk is open 8am - 8pm Monday to Friday, and 10am-4pm Saturdays and Sundays. We aim to respond to all emails within 4 working hours

Address

eLady Driver Insurance
MMT Centre
Severn Bridge
Aust
Bristol
BS35 4BL

Technical Helpdesk

eLady Driver is an online insurer and does not have a large contact centre to deal with phone calls. This is because our customers use the computer system to manage their policies and this allows eLady Driver to keep premiums competitive. We have a Technical Helpdesk for which we apply a small charge that means that only people that use it get charged for it. If you do wish to speak to the Technical Helpdesk on 0906 736 6522, calls cost £1 per minute; calls from mobiles and other networks may cost more.

Please note our calls are recorded for training or monitoring purposes.

Lines are open 9am to 5pm Mondays to Fridays, excluding bank holidays.

Our staff will only be able to assist if you have a technical problem with the website. They will not be able to:

• Offer quotations
• Make changes to your policy
• Resolve or advise on any claims issues
• Resolve payment questions

If you do have any questions that cover these points please email enquiries@ecarinsurance.co.uk.

Our email helpdesk is open 8am - 8pm Monday to Friday, and 10am-4pm Saturdays and Sundays. We aim to respond to all emails within 4 working hours

Complaints

eLady Driver aims to provide a standard of service that will leave no cause for complaint. If you feel the high standards we set ourselves have not been met, please contact complaints@ecarinsurance.co.uk or write to ‘The Customer Relations Manager’ at the address above.

If you remain dissatisfied with our response to your complaint you may refer the matter to the Financial Ombudsman Service at the address below:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

To use their service you must be eligible and your complaint must be sent to them within 6 months of our final response letter. In general terms, you are eligible if you are a private individual (someone acting outside their trade, profession or business) or a commercial customer (including charities and trusts) with a group annual turnover of less than £1 million.

The Financial Ombudsman Service will only consider complaints after we have provided you written confirmation that our complaints procedure has been exhausted.

Please remember to include your quote or policy number, along with as much information as possible so that we are able to deal with your query as quickly as possible.

Marketing

For marketing enquiries only, please email marketing@egroupltd.co.uk

Notice to Third Parties

We will only discuss policy details with the policyholder, unless the policyholder has given us their permission for a Third Party to act on their behalf.