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Coronavirus update Last updated 28th May 16:00
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- We hope you and those close to you are keeping safe. Our teams are now working from home so we're very sorry if you notice the sound quality isn't as good as usual or you experience periods of silence. We're working hard on improving this so please bear with us.
- Please help us prioritise urgent calls by only phoning us if you want to discuss your renewal or you're thinking of cancelling your insurance, or you're in financial difficulties and you're worried about payments, or you're an NHS or frontline healthcare worker.
- For anything else, you can now manage your policy online. For latest advice and help to use our online tools, read our Coronavirus FAQs.
In line with guidance from the Government and to help look after our colleagues, most of our team are now working from home and are taking calls. However, waiting times are longer than normal and the quality of the call may not be as clear as if we were talking to you from our call centre. We're committed to supporting you in the best way we can and will be here throughout to keep you updated so make sure to check back regularly.
At this time, please help us to prioritise essential calls by using our online services.
- If you're a car customer you can use MyAccount or the app to make policy changes or payments, including changing your payment date, checking your documents or to report or track a claim (MyAccount only).
- If you're a home, bike or van customer, you can make policy changes or requests using our online forms.
If you do phone, we may only be able to deal with your query if:
- Your policy is due to renew and you're concerned it's no longer suitable for you or you're thinking of cancelling your insurance, or
- You are worried about making future payments, or
- You're in a vulnerable situation or an NHS or frontline health care worker who can't easily access our online services, or
- You need to make a claim and your vehicle is un-driveable or if you need urgent roadside assistance.
For all other queries, including buying a new policy, please first read our Coronavirus FAQs for the latest advice and help to use our online services.
Our opening hours have changed to: Monday to Friday 9am-6pm and Saturday 10am-2pm.
