Our telephone lines are now open across banking and insurance, however due to the recent weather issues we are busy and it will take longer than normal to answer your call.
Customers can continue to access their bank accounts and insurance policies by visiting Tescobank.com.
We are sorry for any inconvenience and thank you for your patience.
UPDATE – Telephone lines are now open
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28-02-18, 14:40JamieJUPDATE – Telephone lines are now open
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28-02-18, 15:04bristolash91Re: Reduced phone service due to adverse weather
this is silly i have no onlinea account or app due lock, you need auto services on your line so we hear our money
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28-02-18, 15:51L3wisRe: Reduced phone service due to adverse weather
This is the best thing to dont i understand how its silly when people’s life are at risk you can check your balance on the automated service and you can also make payments on the automated service and people have been advises not to travel
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28-02-18, 17:44ScottWRe: Reduced phone service due to adverse weather
I'm sorry to hear that , have you contacted us online to get your details reset? This reduced service will only be for a short time until it's safe for our staff to travel to and from work.
To reset your online details, send a private message to with your name, DOB and postcode and we can arrange to send out a security code. When you send your details, please include spaces between the characters, l i k e t h i s.
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01-03-18, 08:04DbarbRe: Reduced phone service due to adverse weather
I desperately need to pay my car insurance as it’s over due and about o be cancelled. Have tried ringing this morning but you are closed. What can I do instead??
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01-03-18, 08:24Sedge0551Re: Reduced phone service due to adverse weather
Policy 0987632V.
I am currently in New Zealand, and have seen my direct debit missed. I have been calling the last 2 days to make my payment to bring this up to date but due to adverse weather in the UK your offices have been closed. I have now reached the date where the email said my insurance would be cancelled although I have made numerous calls that I have recorded. Could you advise if due to your offices being closed stopping me making payment would you extend the cancellation date so I can call tomorrow to make a payment please. Lee. **postcode removed** **DOB removed**. -
01-03-18, 10:18Midwife1985Re: Reduced phone service due to adverse weather
Hi, I really need to sort my insurance for a new car I am collecting today. I cannot activate my insurance account online because i no longer use the phone number on my policy. Tried phoning the offices since yesterday afternoon and they remain closed. Is there anyone who can change my details so i can activate my online account?Thanks
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01-03-18, 10:46billy12123456AM I INSURED? YOU CANT TAKE PAYMENT
Its my renewal day today and you cant take payment as you have my old card details, i want to pay on my new card but your offices are closed. how does that help me keeping road legal? especially in this weather.
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01-03-18, 11:20Nelly1Re: Reduced phone service due to adverse weather
I am trying to access my renewal documents for car insurance - I can’t register for ‘Your Insurance’ account because you don’t have a contact number to send me a one time access code! Renewal date is 5 March. How am I supposed to let you know my contact number?
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01-03-18, 11:25cyjoieleungRe: Reduced phone service due to adverse weather
My car insurance will be renewed automatically tomorrow. I am unable to call you for a price match with a quote I found on CompareTheMarket .com
with Tesco and exact same details as per my renewal. What should I do? Will the price match still be considered after today, please? -
01-03-18, 12:06JoecornallRe: Reduced phone service due to adverse weather
Hi, the money for our mortgage we have got with you is supposed to be released for completion tomorrow - but our solicitors can’t get a respons that this has been done - is there anyway we can find out ?
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01-03-18, 12:39meganann1310Re: Reduced phone service due to adverse weather
Is it just the phone service that is reduced? My signed credit agreement will get to you tomorrow by 1pm and I was told by customer service that I would receive the money on the same day? Is this still possible? I have also Direct Messaged on Twitter. Thanks
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01-03-18, 12:41damo1809Re: Reduced phone service due to adverse weather
I need to cancel my car insurance which renews on Sunday and I'm unable to contact anyone on the phone, is there another of doing this.
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01-03-18, 14:22willmonRe: UPDATE - Full telephone service to be restored by 9am 2nd March 2018
So due to this I have been unable to make payment and had my insurance policy cancelled, and now your asking for an adminstraton fee, if your unavalible to take my payment why am I being asked to pay for adminstration fees?
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01-03-18, 14:30willmonRe: UPDATE - Full telephone service to be restored by 9am 2nd March 2018
Due to no one able to take payment my insurance policy has now been cancelled and in addition to this I am now I am being asked for admistraton fees for the cancelled policy, If no one can take the payment why I am being charged additional fees?
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01-03-18, 16:58ScottWRe: UPDATE - Full telephone service to be restored by 9am 2nd March 2018
Hi everyone, we've been reading your posts and I'll be sending private messages to some of you to find out what we can do to help.
In terms of your mortgage , our Mortgage teams will be available from 9AM tomorrow, so your solicitors should be able to find out the status of your application.
As for your loan agreement , we'll be in our offices from 9AM tomorrow and as long as the Royal Mail get the paperwork to us, we should have it processed same day, although we may have a backlog of post due to the weather. -
01-03-18, 17:11louisejeanbRe: UPDATE - Full telephone service to be restored by 9am 2nd March 2018
Hi, I need to cancel my existing policy... The cut off date is 2nd March, as advised by your team on the phone the other day. After discussing options on the phone, I was advised to take out a new policy, (Due to it being almost £400 cheaper that my auto-renewed policy) and then to call up and cancel the old one. Which I have done this afternoon, and now can't get through on your phones to cancel. Please can you confirm that I will still be able to cancel my old policy, without financial penalty once your phone lines are up and running again? I now have two insurance policies for the same vehicle. I appreciate the adverse weather is causing issues and safety concerns, but surely a business as large as Tesco has some kind of procedures in place? Judging by the comments on this thread there are an awful lot of people stuck in similar situations. Thanks Louise
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01-03-18, 17:21ScottWRe: UPDATE - Full telephone service to be restored by 9am 2nd March 2018
Hi , there won't be any financial penalty if you have to cancel the policy later due to our lines being closed. If you call tomorrow though, you should be able to speak with us after 9AM.
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01-03-18, 17:35louisejeanbRe: UPDATE - Full telephone service to be restored by 9am 2nd March 2018
Thank you for confirming Scott, appreciate it. Louise
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02-03-18, 08:45Mark_UKRe: Reduced phone service due to adverse weather
Hello,
My long awaited 'change in circumstances' mortgage appointment on Thursday was cancelled. I'm currently coming under a lot of pressure from a new build developer to proceed (or I'll lose my reservation fee of £500). Can you advise if I can get this rearranged as a priority once you resume? Ideally on the same day? I'm very concerned that if it's another week I'll loose the sale.
I absolutely understand the need to keep staff safe so am not criticising the decision to suspend service.
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02-03-18, 09:14markrrhodesRe: UPDATE – Reduced telephone service - 7am Friday 2nd March
What about those people that need to change or cancel insurance and your online system doesn't let them. ?? This is beyond ridiculous!! Does Tesco not have a business continuity plan ??
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02-03-18, 09:15JetsRe: UPDATE - Full telephone service to be restored by 9am 2nd March 2018
Hi.
I need to renew my car insurance which is due 3rd March. I've logged in online but there are no renewal options. Is there anyway I can renew? I didn't set auto renewal last year as I use different payment options based on my circumstances when it's due.
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02-03-18, 09:21Sianstokes81Re: UPDATE – Reduced telephone service - 7am Friday 2nd March
Hi,live been trying to contact Tesco for a few days to cancel my car insurance as the premium is DOUBLE what I have found elsewhere and DOUBLE what it was last year, but due to the offices being closed I am unable to do this.My policy begins today and Tesco have automatically renewed my policy. I did not want to do this and can not afford to pay the premium Tesco have quoted.will I be able to get a refund as soon as I am able to speak to someone??The fact that the policy has been automatically renewed and the money taken has put me in a rather desperate situation financially...i look forward to hearing from you ASAP.Sian
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02-03-18, 09:24Jimmy65Re: UPDATE – Reduced telephone service - 7am Friday 2nd March
Hi. We have been trying to contact you for several days to renew car insurance which has now run out so I cannot get to work. Tried to set up an online account days ago but it needs telephone verification and the lines are shut........advice? As my car is now illegal just being parked on the drive.
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02-03-18, 10:08yetibolRe: UPDATE – Reduced telephone service - 7am Friday 2nd March
Good day, I have been unable to get through on the phone and I need to make changes to my insurance because I have just purchased a new car. I cannot make this changes online as my phone number is needed and can only be given by phone. What do I do in this situation as am stuck without a car. Thank you.
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02-03-18, 10:42JetsRe: UPDATE – Reduced telephone service - 7am Friday 2nd March
Lines are open...short wait about 20 minutes renewal all sorted ☺
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02-03-18, 10:53meganann1310Re: UPDATE - Full telephone service to be restored by 9am 2nd March 2018
Thanks for the reply. I see you have extended the reduced service today, so is this still true? I just want to know if I’ll receive the money, because I’m supposed to be buying a car this weekend and I need to make arrangements and no one is making it clear whether it’s just the telephone service that is reduced or whether it’s the whole service!
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02-03-18, 12:41casey56Re: UPDATE – Reduced telephone service - 11.30am Friday 2nd March
I posted my loan agreement on the 28/02/18 and want to know if it has been received and if the funds will go in my account, does the reduced service mean that this will not be dealt with or is it just the call centre affected ?
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02-03-18, 13:00ScottWRe: UPDATE – Reduced telephone service - 11.30am Friday 2nd March
Hi everyone, I've sent another batch of messages to see if there's anything we can do to help.
, as long as the Royal Mail can get the post to us, we'll process your paperwork as expected. As for your appointment , our Mortgage team are available to call right now, but we can't guarantee when the appointment will be, as we have other customers in similar situations. If you call them though, they can book this for you.
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02-03-18, 13:16casey56Re: UPDATE – Reduced telephone service - 11.30am Friday 2nd March
If my loan agreement was received on wednesday the 28.02.18 as I posted it on the 27.02.18 how long will it take to be checked ? I Just want to know if my Agreement has been received checked and accepted and the funds will be paid into my account
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02-03-18, 15:22KamilaSRe: UPDATE – Reduced telephone service - 11.30am Friday 2nd March
Hi. Does reduced thelephone service affects loan applications? I sent signed agreement on Saturday. Phoned on Tuesday and was told that they received it on Monday and it will take 24-48 hours to receive reply via text message. Did not hear anything since. Can you advise? Thank you.
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03-03-18, 10:02ScottWRe: UPDATE – Reduced telephone service - 11.30am Friday 2nd March
Hi and , we're working through all the post we've received and we'll be in touch as soon as your paperwork has been processed.