These FAQs will help answer some of the questions or concerns you may have about how the Coronavirus might affect your insurance. We'll keep updating them as the situation develops, so make sure to check here for the latest advice before calling, particularly if you're worried about your ability to pay or you want to make updates to your policy due to Coronavirus.
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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 they were talking to you from our call centre.
We still need your help to prioritise the most important calls, so please only call us if:
If you are calling, our opening hours have temporarily changed to Monday – Friday 9am–6pm and from 10am-2pm on Saturdays. We're very sorry if it takes you longer to get through, we'll be with you as soon as we can.
If you need to contact us for any other reason, we're sorry if we can't help you over the phone. However, you can still use our online services to manage your policy or to get in touch.
No, but you should keep up-to-date with the Government's advice and make sure you're doing everything you can to stay safe.
You may be using your vehicle or home differently because of the Coronavirus. To support you through this time we have made some adjustments:
If you do need to make a change to your policy you can do this online:
If we haven't covered your Coronavirus-related change in these FAQs or you can't find help online, please use our online form and select the option 'Something else'. You can then let us know what you want to do using the free text box and we'll come back to you as soon as possible.
Remember to review your policy coverage again once you go back to driving normally as otherwise you may not be fully covered.
We're prioritising calls from our renewing customers, but if you're finding it hard to get through, we're very sorry. Please bear with us and we'll get to you as soon as we can.
Most of our policies will renew automatically on their renewal date, so your cover will continue for another year. This will be clearly stated on your policy documents.
If you don't want to renew, you also have a cooling off period to cancel your policy without charge. To give you more time, we've temporarily extended this to 30 days from your renewal date.
While we can't take calls about buying a new policy, you can still buy a car, home, bike or van insurance policy online through our website.
We're committed to minimising any impact for you and keeping our employees safe. Having valid motor insurance is a legal requirement and we have a duty of care to keep you on the road. It's really important we keep working so we're here for you when you need us and can support you as quickly as possible during this time. However, you could experience longer call waiting times or delays to your claim or repairs – we're very sorry about this.
During these times, please use our online services to help us prioritise urgent calls.
The safety of our employees is a top priority and we're taking it very seriously. Almost all of our employees are now working from home with the technical capabilities put in place to ensure they have all the equipment they need to carry out their role.
Additionally we have put a £100,000 colleague hardship fund in place to support colleagues whose households have been significantly impacted by COVID-19.
We're extremely proud of our whole team for the incredible work they're doing to support our customers at this difficult time.
We've stepped up our efforts in supporting vulnerable people in our community and have launched a £100,000 Covid-19 community grant scheme in our Bexhill and Leicester office areas.
We've donated £10,000 to support two local charities, Dom's Food Mission in the Hastings and Bexhill area and Open Hands, Leicester. They're providing essential food hamper services in our local communities and urgently need help.
We've also made a further £90,000 available for any other local charities helping to support our communities with Coronavirus-related projects and schemes. To date we have supported foodbanks, refuges and NHS services as well as many community groups working hard to support our local areas at this time.
If you're a local charity (within a 20 mile radius of our sites) you can apply for a grant by emailing email@example.com.
We'll do everything we can to support you if you've been affected by the Coronavirus – either financially or otherwise, so please contact us as soon as possible if you're worried. All conversations are confidential and, if it's easier, we can talk to a relative, friend or debt counselling organisation about your account – we'll just need your authorisation to do this.
Please don't cancel any payments or direct debits without speaking to us first. Missing payments means you run the risk of your policy being cancelled and we don't want you to be left uninsured.
We have a number of options to help you. We can look at things like:
To help you further, you won't be charged a fee to make certain changes to your policy, amend your payment dates or if you decide you need to cancel.
Unfortunately, you can't suspend an insurance policy but you can cancel it (see below for how to do this). If you decide you want to cancel outside of your cooling off period, you'll be charged for the length of time you were insured for, plus any applicable fees. If you haven't made a claim during your policy, any money owed to you will then be refunded.
Remember, it's a legal requirement to have insurance (unless you declare your vehicle as SORN). Even if you aren't driving your car it is important to protect against other events such as fire and theft, and some mortgage companies stipulate you must have your home insured. If you keep your policy you'll also be able to earn this year's no claims discount.
You may be able to get a refund by reducing the mileage your policy was based on. Have a look at I'm driving less. Can I get a refund?
Unfortunately you can't cancel your policy online, so you will need to speak to us. Please bear with us if you can't get through, most of our team are now working from home but waiting times are longer than normal. We'll get to you as soon as we can.
If you think your annual mileage will be reduced in your current policy year and you insure your car with us, you can amend it easily in the app or in MyAccount by selecting 'Manage my vehicle' and then 'Edit my current vehicle'.
If you have a bike or van policy you can use our online form to do this. Select 'Something else' under 'What changes do you want to make' and let us know you want to reduce your mileage and by how much in the free text box.
You won't be charged a fee to change your mileage and it could reduce your premium. The size of any decrease will depend on many factors and will vary from policy to policy.
Don't worry if you're not sure how much to reduce your mileage by. You can change it now and change it again once the situation is clearer.
Make sure you remember to review your mileage once you go back to driving normally, otherwise you may not be fully covered.
Thank you for all you're doing at this time. We've temporarily changed our policies for the duration of the outbreak so you don't need to contact us if:
If you're using your vehicle for any kind of paid delivery work you'll need to make changes to your policy (see temporary working question).
No, you won't be covered to use your vehicle to deliver parcels or fast food if you're being paid to do so. If you need to change the use of your vehicle to cover you for either of these reasons, please use our online form to let us know. Simply select the option 'Something else' and tell us what you need to use your vehicle for.
Yes, if they're a named driver on your policy or they're covered for driving other cars by their insurance policy. They'll need to check their insurance certificate to see if they have this and they may only be covered on a third party basis.
If you'd like to add someone as a named driver, you can do this online. We've temporarily removed the amendment fee to add a driver, but the price of your policy may change.
You should only declare your vehicle SORN if you cancel your policy and your vehicle's left uninsured. Please be aware that, if you do SORN your vehicle, you won't be able to leave it parked on the road.
It is important to protect your car against other events such as fire and theft even if you aren't driving it.
You can check Gov.uk for more information about this.
The Foreign Office are advising against all non-essential travel overseas, so if you need to go abroad you must check their advice page before leaving. You'll also find the latest guidance on what to do if you're already abroad during this pandemic.
If you're overseas with your vehicle for longer than 90 days, your insurance will be reduced to third party cover only. Please get in touch if this happens, so we can make sure you've got the cover or help you need.
The government announced that any vehicle due to have an MOT from Monday 30th March won't need to be tested for a further six months, so your insurance will continue to be valid and if you need to make a claim your vehicle will be treated as if it has a valid MOT.
However, it's your responsibility to keep your vehicle in a roadworthy condition. For example, tyres need to be above minimum tread depth and brakes and lights should be working. If you know your vehicle's likely to have failed its MOT, you shouldn't be driving it.
We'll update you with more on this as the situation develops.
If you're struggling to send this into us, please email us at firstname.lastname@example.org with your policy number and the best number for us to contact you on, so we can help.
No, as long as you're an employee and you're working for clerical reasons only.
If you're now having to run your own business from home and there's an increase of visitors or business stock in your home, please contact us using our online form to let us know. We can then make sure you have the right cover in place.
No, we're sorry but this won't be covered by your home insurance.
Yes, you'll need to speak to your insurer's claims department. You can find their details in your policy documents.
Normally your home can be left unoccupied for up to 30 days with full cover. However, if the Coronavirus means you're self-isolating away from home, you're stuck abroad or you're in hospital, we'll make sure your cover continues for up to 12 weeks. If it's likely you'll be away for longer than 12 weeks, please let us know using our online form. Simply select 'Something Else' from the options listed and use the free text box to tell us how long you think you'll be away for and the reason for this.
If at all possible, there are some actions that may help to protect your home if you know it's going to be left unoccupied:
We're very sorry if you're finding it hard to get through to us. Helping customers who are in an emergency or are NHS and frontline healthcare workers is our number one priority, so please keep trying if this is why you're calling. We'll be with you as soon as we can or, if you don't want to wait, you can talk to us online.
If you're trying to get through for any other reason, please also help us by using our online service.
Sorry you've been involved in an accident and you're struggling to get through.
For all other policies or if you need to speak to someone, please bear with us if there's a delay in getting through. We're doing all we can to answer calls as quickly as possible.
If you have a car policy, you can track the progress of your repair in MyAccount. You can also contact your repairer for the very latest information.
If you've been told your claim's being handled as a total loss or you're waiting to find out how your claim's being closed, we'll be in touch with an update or to discuss the valuation as soon as we're able to do so. We'll also be in touch as soon as we can if you've had an accident with one of our customers and we're dealing with your claim directly.
Yes, you'll get a courtesy car while your vehicle's being repaired using one of our nominated repairers. However, it may take slightly longer than normal for your car to be delivered as it will be prepared and cleaned before we give it to you.
No, you're entitled to a courtesy car for the duration of the repair.
However, if your vehicle's found to be uneconomical to repair, you claim will be settled as a total loss and we'll be in touch to discuss the valuation as soon as we're able to do so. In this instance, you'll need to return the courtesy car as stated in the terms of your policy.
We've taken measures to make sure this doesn't happen and are working with our suppliers to keep any disruption to a minimum. Our repairers will keep you updated if there's anything relating to your individual repair, such as a delay to sourcing parts if they are coming from overseas.
If you've been told your claim's being handled as a total loss, your claim will continue to be actioned and we'll be in touch to discuss the valuation as soon as we're able to do so.
Please don't worry, it's not unusual for court documents to be sent to you.
All you need to do is scan or photograph each page of the document and email it to us at email@example.com, making sure you put your claim reference number in the subject line. We'll review it as soon as we get it and be in touch to explain the next steps.
Yes, we'll continue to repair your car and provide you with a hire car if you need one.
To support you and the important work you're doing, we're asking other customers not to call in so you can get through to us. However, you may find it quicker to use our online services. If you're a car customer and want to make changes to your policy the quickest way to do this is in MyAccount or the app. For other queries, use our online form – making sure to select NHS or frontline healthcare worker when prompted. You can also start a webchat – if you tell us straight away that you're an NHS or frontline healthcare worker we'll help you as quickly as we can.
We want to do as much as we can to support you during this challenging time. To say thank you for the incredible job you're doing, we've made some temporary improvements to help keep you safe on the roads. With immediate effect, you have:
The cover will run from 1st April until 30th June 2020 and is for roadside assistance, recovery from home and away from home.
During this time, if you or a named driver who qualify as an NHS or frontline healthcare worker break down and the vehicle can't be driven (including for misfueling reasons), all you need to do is call the RAC on 0333 321 9818. Make sure to tell them you're one of our customers and you are a frontline worker. Then show them your NHS or equivalent staff badge when they turn up.
If you have an accident, you'll be given a free courtesy car and your vehicle repairs will be prioritised within our repair network
If you already have a claim in progress, we'll be asking our repairers to prioritise your vehicle (where availability of parts allows). If your claim's being settled on a total loss basis, we'll extend the length of time you can keep the courtesy car for, to keep you mobile until we've paid your claim.