FAQs
Where can I find my policy certificate/proof of cover?
Your policy schedule is your proof of cover and can be found within your documents tab on the portal.
I have a complaint/claim and need assistance
You can contact our complaint/claim handler on 0207 933 0349, or email us using notifications@densura.com
Can I amend my policy?
Please email us at enquiries@densura.com with the changes to require, including the change effective date. The team can then assist you with altering your cover
How long will my policy adjustment take?
The response times vary depending on the nature of the adjustment. We aim to ensure that our first contact is made within 48 hours.
How do I amend my payment collection date?
Please inform us of the date you would like your payments to be taken from and we can action this for you.
Can I cancel my cover?
We require 30 days written notice in order to cancel your cover mid-term. Please note, it can take up to 120 days to receive the funds from our insurer.
Can I have a Letter of Good Standing?
Please email your request over to enquiries@densura.com and the team will action this for you. Please note, the team will aim to get this to you as soon as possible, however this is not automatic.
I cannot accept my quote because my quotation has a subjectivity against it
Please send your subjectivity information over to enquiries@densura.com in order for the team to review the information.
How do I accept my quotation?
On your online portal, scroll to the bottom of the screen when inside of your quotation and click the ‘buy policy’ button.
My password reset is not working
Please call or email a member of the team and they can pass your query over to the systems team.
I have not received a response from a Legal Advisor
We aim to respond within 2 hours, however sometimes their review of cases may take longer than usual. Please call our complaint/claims handler on 0207 933 0349 to check the status of your case.
I have submitted my proposal form but I have not received a quotation yet
All proposal forms have to go through our underwriting process. If this has taken longer than 48 hours, please contact us on 0207 933 0343 or email us at enquiries@densura.com.
Why have I not been refunded yet?
Please note it can take up to 120 days to receive the funds from our insurer. Once received we will reach out to obtain bank details from you.
How do I pay via credit card?
Please call us on 0207 933 0343 and we can take payment from you.
How do I pay via bank transfer?
Our Lockton bank account details can be found on your invoice which you can download via the portal.
How do I set up a direct debit?
Please email enquiries@densura.com with your sort code, account number and date of birth. The team can then set up your loan for you.