What are your opening hours and contact numbers?
Motivo is an AI-powered insurance policy, which means you can manage your policy with the help of Kai, our chat and voice AI agent. Kai can guide you, answer questions, and help you make changes to your policy quickly and easily.
Kai is available whenever you need guidance or support, so in most cases you won’t need to speak to a human agent.
If you do need additional help, Kai will guide you to the place and this may include directing you to speak to a member of our team during our opening hours or providing the correct contact details for your query.You can also manage your policy yourself at any time through Your Account, where you can make most changes, view your documents and keep everything up to date.
Please see our opening hours and contact details below:
Motivo Sales, Renewals, Making changes and Payments
Motivo Contact Number
You can contact Motivo on {MotivoNumber} or via web chat.
Kai, our friendly AI virtual agent, is available 24/7 and can help with most queries instantly. If Kai is not able to help and you are transferred to a human agent, our opening hours are:
Mon - Fri: 8am to 8pm
Sat: 9am to 5pm
Sun: 10am to 2pm
Bank Holidays: 10am to 4pm
New Claim
Motivo’s claims are powered by 1st Central, who’ll help you throughout your claim.
You can register your claim online via Your Account, or if you'd rather speak to us, just give us a call on {MotivoNumber}. When you call, let us know what your claim is about and we’ll connect you to the right team. New Claims handlers are available 24/7, 365 days a year.
If you need to make a windscreen claim, you can book your windscreen in for repair online or call {MotivoNumber}. When you call, let us know it’s for a windscreen claim and we’ll connect you to the right team. New Claims handlers are available 24/7, 365 days a year.
If your keys have been lost, damaged or stolen, all you need to do is contact our Key Assist helpline on {MotivoNumber}. When you call, let us know it’s for a key claim and we’ll connect you to the right team. New Claims handlers are available 24/7, 365 days a year.
Existing Claims
Motivo’s claims are powered by 1st Central, who’ll help you throughout your claim.
If your car's being repaired by one of our approved repairers:
If you're expecting a settlement because your car can't be repaired:
We're also open on Bank Holidays between 10am and 4pm.
If you want to provide more information about your claim, send us any documents, images, proof of purchase of car seats or personal belongings that were damaged as a result of your incident, you can do so online via Your Account. There, you'll also be able to find out if there's any impact to your No Claims Discount and check the current status of your claim.
Complaints
Motivo’s complaints are powered by 1st Central, who’ll help you throughout the process.
Motivo is committed to providing you with the best possible service, however, we realise there may be times when we do not meet your expectations. If you want to log a complaint, you can call us on {MotivoNumber} and let us know you want to file a complaint and we will transfer you to the correct team.
The complaints team are available:
Mon - Fri: 9am to 5pm
Saturday: CLOSED
Sunday: CLOSED
Bank Holidays: CLOSED
Or via email on Customer.relations@1stcentral.co.uk
You can also write to us at:
Customer Relations
First Central Insurance Management Ltd
Capital House
1-5 Perrymount Road
Haywards Heath
West Sussex
RH16 3SY
If we're unable to resolve your complaint straight away, we'll acknowledge it promptly and keep you updated with any progress.
If we've given you a final response and you are not happy, or more than eight weeks have passed since we received your original complaint, you may refer your complaint to the Financial Ombudsman Service (FOS).
Their details are as follows:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
0800 023 4567
complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk
You must approach the Financial Ombudsman Service within six months of the final response to your complaint. Your rights as a customer to take legal action remain unaffected by the existence or use of this complaints procedure. However, the Financial Ombudsman Service will not adjudicate on any cases where litigation has commenced.
Media
For media enquiries please contact our press office at firstcentralmedia@fleishman.com.
Our press office team are on hand to answer journalist and media requests, but they can’t provide support on customer queries. For customer service, please use the contact details shared above.
Accessibility
We welcome calls through the Text Relay service. Dial 18001, followed by the number you require. You’ll then be connected to an operator offering Textphone assistance. Further information covering the use of Text Relay Services can be found at www.textrelay.org
We also offer British Sign Language (BSL) interpreting services through SignVideo, via this secure video link - https://firstcentral.signvideo.net/
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