I am experiencing financial difficulty and may not be able to make my monthly direct debit payments. What should I do next?
Emailing is the quickest way to contact us as we are experiencing high call volumes at the current time. Please email us at customers@premfina.com as soon as possible if you are experiencing financial difficulty. Don’t forget to include your agreement number in order for us to locate your file. Please do so at least 5 days ahead of your scheduled payment so that we can work together to find a suitable solution.

I will miss my payment due in the coming days or I have already missed a payment. What should I do next?
If you are about to or have just missed a payment, please do not worry. You will automatically receive a letter from us notifying you of the missed payment and we will attempt to take the payment again, within 5 working days. You can also make a manual payment by following the instructions listed in the letter we have sent you. However, please email us at customers@premfina.com as soon as possible if you are unable to make a manual payment and if you believe this second attempt will remain unsuccessful. We will work together to find a suitable solution. Don’t forget to include your agreement number in order for us to locate your file.

Do you offer deferral payments?
We understand these are uncertain times and you may be encountering difficulties. If this is the case, please contact your insurance broker to discuss your insurance policy and whether they offer any cover extension, policy freeze, downgrading or some other solution to reduce the insurance premium amount which would reduce your loan and monthly payments in the case your insurance is essential to you. As a last resort, please email us at customers@premfina.com and we will review each situation case by case and advise of what we can offer depending on the terms of your loan with us. Options may include a payment deferral.

If you have any concerns about your financial position, please visit Citizens Advice where you can find further support.

Who is PremFina?
PremFina is an insurance premium finance company. We work with insurance brokers and their customers and help spread the cost of insurance premiums through a monthly direct debit arrangement. When your insurance broker arranges your insurance, they will likely offer you a direct debit payment facility. If you accept this payment option, you will enter into a credit agreement with PremFina that is regulated by the Financial Conduct Authority. PremFina will then administer the direct debit arrangement.

I want to discuss my insurance policy.
PremFina only administers your direct debit payment arrangement. If you need to discuss your insurance policy, you should contact your insurance broker directly.

I want to make changes to my insurance policy.
PremFina only administers your direct debit payment arrangement. If you want to make changes to your insurance policy, you should contact your insurance broker directly.

I want to cancel my insurance policy.
Please contact your insurance broker if you want to cancel your insurance policy.

I want to cancel my credit agreement.
Please contact your insurance broker if you want to cancel your credit agreement with PremFina. Your insurance broker will send us any request to cancel it. We will then arrange cancellation of your credit agreement and notify you. Please note that you can only cancel your credit agreement if you have paid off your loan from us in full or if your insurance policy has been cancelled.

Why have my monthly direct debit payments changed?
This is most likely due to a change having been made to your insurance policy that has resulted in a change in the premium. The resulting additional premium or return premium will mean a change in your direct debit payment amounts.

I have received a payment default letter from PremFina. What should I do next? If you miss a payment, or if your payment was unsuccessful, PremFina will notify you in writing by email or post. We will try to collect the payment by direct debit 9 days from the date of our communication. Should the second collection attempt be unsuccessful, we will require you to make a payment by debit or credit card on our payments portal within the time frame stated in our communication.

How do I make a missed payment?
You can make this payment by clicking on ‘Payments‘ option in the menu options .

I am struggling to make my monthly direct debit payments. What should I do next? Please email us at customers@premfina.com to discuss if you are having difficulty making your monthly direct debit payments. You may also find it helpful to contact the Citizens Advice Bureau for advice: https://www.citizensadvice.org.uk

Can I change my monthly payment date?
Please email us at customers@premfina.com with your credit agreement number to hand and we will consider your request. Please note that we cannot amend the date of the first direct debit payment.

Can I repay the balance of the loan I owe to PremFina in full?
Under the Credit Consumer Act you are entitled to repay sums that you have borrowed early, either in full or in part. If you wish to make a full settlement you can do this via our payment portal. If you wish to make a part payment please e-mail us at customers@premfina.com.

I have changed my bank, what should I do?
You can notify PremFina of your new bank details via our chat option. Please tell ‘Fina’ our chatbot on the bottom right of this screen that you want to change your bank details; and she will take care of it after verifying a few details.

I want to change my personal details what should I do?
If your name, address or contact information have changed, then please email us at customers@premfina.com.

Do I have to sign a credit agreement?
Yes, you do have to sign your credit agreement. The details of your running account credit agreement with PremFina are contained in your credit agreement. For consumers, this is regulated by the Consumer Credit Act 1974. It is important that you read your credit agreement, together with other information enclosed in your welcome letter. Please sign a copy of your credit agreement and return it to us.

Can I sign my credit agreement electronically?
Yes. You will receive a welcome letter from PremFina with the steps you need to take to e-sign your credit agreement online.

I want to make a complaint
Details of PremFina’s complaints procedure are contained in your credit agreement.

What fee’s do you charge?
Details of PremFina’s fees and charges are contained in your credit agreement.

How will my monthly payments be shown on my bank statement?
The payment will be shown on your bank statement as “PremFina Ltd”.