How Do I Contact You?

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From asking about your existing policy to renewals and contacting us on behalf of a loved one, find out how to contact us in this guide.

You can contact us at One Sure Insurance via the following methods:

  • Post
  • Phone
  • Email

In this article, we’ll guide you through the various departments and how to contact the team corresponding to your enquiry.

How can I contact One Sure Insurance?

You can write to us at:

Spitfire House

142-154 Congleton Road


Stoke on Trent


Please note that there is approximately an eight-week postal response time from receipt of your letter.

You can call us on: 01782880140

What are One Sure’s business hours?

Our general business hours are:

Monday – Friday – 9.00am – 5:30pm

Our renewals and sales departments operate at slightly different hours, which are:


Monday – Friday 

8:30am – 7:00pm


9:00am – 2:00pm


Monday – Friday 

8:30am – 6:00pm


9:00am – 1:00pm

However, we’re always available if you need to make a claim. Our dedicated claims team operates 24/7. 

How do I contact you about claims?

For any enquiries about claims, please see our full list of claims contact numbers on our claims page.

For more information about making a claim, check out our guide:  How To Make An Insurance Claim.

How do I contact you about renewals on the phone?

 You can call our renewals team via phone on 0800 107 1266. 

To learn more about our renewal process, read our handy guide: How Do I Renew My Insurance?

How do I contact you about sales?

Call our sales team via phone on 0800 377 7390. Alternatively, we can contact you if you want to get the ball rolling to compare quotes and policies. Head to the One Sure Insurance homepage and press ‘Get Quotes’ to complete the contact form.

I have a relative or friend who is a vulnerable person. Can I contact you on their behalf? 

If policyholders cannot or have difficulty speaking on the phone, a friend, relative, or social worker on their behalf. Alternatively, the Citizen’s Advice Centre can also act as a third party to assist you during any financial telephone calls if you’d prefer.

To do this, the policyholder must write a signed letter (to the address above) or send an email granting permission for the other person to speak on their behalf. 

The policyholder must be present for the call, and the phone must be placed on loudspeaker if possible.

What information do I need to supply to make a complaint?

To make a complaint, you need to have the following information ready either before you call or included in your email:

  • Your policy reference number.
  • Your contact details.
  • Outline the complaint in full.
  • Provide any supporting information and evidence, such as letters or screenshots.

For more information on complaining and what to do if you’re unhappy with a service, read our guide: How Do I Complain?

I can’t find the answer to my question and need support. Who can I speak to at One Sure Insurance?

Our friendly customer service team will happily answer any queries and offer the support you need. 

Call our customer service team or fill out our online support form with details about your question so we can reach out to you. 
Alternatively, if you need to send any attachments or would feel more comfortable sending an email, contact

About the Author

Kathy McMullan

Head of Customer Contact

With over 25 years of experience in financial services, Kathy joined One Sure in 2017 as our Head of Customer Services. She has completed a certificate in regulated insurance and both IF1 and IF5 certificates, the equivalent of a CII. Contact centres and change management are Kathy’s expertise. She loves to sink her teeth into a challenge while also positively motivating her team to go the extra mile.