Coronavirus (COVID-19) continues to affect all of us in different ways.
We've created these Coronavirus FAQs which answer many common questions.
If you're having financial difficulties, we can review your levels of cover, change your payment dates or offer a payment deferral. A payment deferral means putting off your payments for a short period. When you start paying again, the amount that has been “missed” gets spread over the remainder of the agreement.
We will not charge any additional interest to you so the total payable won't increase as a result.
Payment deferrals should only be used when absolutely necessary, the full credit agreement balance will still be due, but will be paid for over a shorter period.
Agreed payment deferrals won't harm your credit score as long as you make the payments after the agreed deferral period. If you don't, this could negatively affect your credit score and prevent you from securing credit for a policy in the future (if applicable).
If you're struggling financially then please call us on 0345 246 8534 and we'll see what we can do to help. Don't cancel any payments or direct debits through your bank as this can affect your policy with us and damage your credit history.
For free and impartial money advice, go to the Money Advice Service and use the 'Money Navigator Tool'
If you are carrying out clerical work from home, such as using a phone and computer, you do not need to call us. If your work means that you will have an increase of visitors to your house, please give us a call on 0345 246 8534 so we can make sure you have the right cover in place.
If your employer has provided you with equipment to work, this will usually be covered by their business insurance so you do not need to add it your policy.
Typically, if a home is unoccupied for more than 30 days, then any insurance will not cover loss or damage caused by the following:
However, we are in unprecedented times and all claims will be treated on a case by case basis so therefore unavoidable un-occupancy due to COVID-19 be considered acceptable up to 12 weeks. Where it is safe to do so, we would encourage family and friends who are not vulnerable to periodically check on the unoccupied property and take all reasonable steps to ensure that it is secure.
No, this is not covered by your home insurance. Loss of Rent is covered when someone has to move to alternative accommodation following an incident which is covered by your policy.
No, this is not covered by your home insurance.
No, you don’t need to call us if you are home more often because of the virus.
This advice does not replace the terms and conditions of your policy and you should read your policy booklet for further information.
If your question isn’t covered in these FAQs, try our virtual assistant service.
Yes. These questions will be asked as part of our supplier triage process. Our supplier will then discuss with you the most appropriate way of dealing with your claim.
Yes. These questions will be asked as part of our supplier triage process. Our supplier will then discuss with you the most appropriate way of dealing with your claim.
We can’t guarantee this at this stage as it would require regular testing. Our suppliers are closely monitoring the health of their workforce and are complying with the current Government guidelines on social contact and isolation.
We will discuss this with you and offer advice depending on your circumstances. We will also be offering customers practical advice on steps they can take immediately and for certain types of claim we may be able to progress via a digital route.
We’ll take a pragmatic approach to additional visitors that may be staying with you during the lockdown period, as specified by the Government.
We understand that some individuals may require additional care and help during these unprecedented times and will not require you to contact us to advise that you have additional long-stay guests.
This advice is subject to change, depending on the length of time that the Government requires the current social distancing requirements. Remember, any claims for theft will only be accepted if there is evidence of a break-in. We recommend that you keep your home protected by showing your house guest how to ensure the property is secure and any other information that they may need to know.
If you're having financial difficulties, we can review your levels of cover, change your payment dates or offer a payment deferral. A payment deferral means putting off your payments for a short period. When you start paying again, the amount that has been “missed” gets spread over the remainder of the agreement.
We will not charge any additional interest to you so the total payable won't increase as a result.
Payment deferrals should only be used when absolutely necessary, the full credit agreement balance will still be due, but will be paid for over a shorter period.
Agreed payment deferrals won't harm your credit score as long as you make the payments after the agreed deferral period. If you don't, this could negatively affect your credit score and prevent you from securing credit for a policy in the future (if applicable).
If you're struggling financially then please call us on 0345 878 5222 and we'll see what we can do to help. Don't cancel any payments or direct debits through your bank as this can affect your policy with us and damage your credit history.
For free and impartial money advice, go to the Money Advice Service and use the 'Money Navigator Tool'
Yes, you can. We'll need to amend your policy, so just give us a call on 0345 878 5222 and we'll be able to help.
We will remotely assess the damage on the vehicle and then arrange pick up/drop off after your isolation period has ended.
Our aim is to keep customers safe. If you're not in isolation we'll come out to you. However, if you're self-isolating at home, please contact us after your isolation period ends.
Let us know. We will extend foreign use for free for those stuck abroad due to closed borders or isolation.
We'll offer a full refund for foreign use if your holiday has been cancelled.
If your occupation or employment status has permanently changed:
You must tell us to ensure you have the correct cover in place.
If you are volunteering (unpaid) for the NHS and/or supporting those affected by COVID-19:
You will be covered, and you don't need to tell us.
If your occupation has temporarily changed and you are not volunteering (i.e. you are being paid):
You don't need to tell us and you will automatically be covered to drive your car to various places of work, regardless of whether or not your employer has changed, unless:
In these cases we can only insure your vehicle for social, domestic and pleasure (SDP) purposes. If you require additional cover, please seek specialist insurance through a different provider or through your employer.
Your insurance will remain valid, as long as your car remains roadworthy. However, you must follow Government guidelines in order to ensure you're still driving legally.
If your MOT is due to expire before 30th March, you can find the Government guidance here: https://www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-before-30-march-2020
If your MOT is due to expire on or after 30th March, you can find the Government guidance here: https://www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-from-30-march-2020
As always, please make sure you still take the time to carry out basic vehicle checks such as checking tyre pressure/tread, water levels, ensuring windscreen liquid and oil are at the correct levels and that lights work.
Car repairs: At peak demand times, we may prioritise urgent car repairs. If your vehicle's still roadworthy, we may contact you to change the original booking date. We'll do our best to minimise any inconvenience, and we'll let you know if your current repair is affected. However, if you're in isolation, please contact us. Vehicles are being cleaned in line with Government guidelines.
Medical treatment: Our suppliers will continue to treat patients as long as it's clinically safe and appropriate to do so. However, if you'd prefer not to attend a clinic for treatment at the moment, or are self-isolating, we can put this on hold until your isolation period ends or until further notice. Treatment can't be provided on a remote, virtual or online basis at the moment.
There are no restrictions. As long as you're following Government guidelines, you're fine from our point of view too.
We encourage everyone to follow Government guidelines on only essential travel during lockdown.
If you're involved in a collision while the new national or local lockdown measures are in place, you should make a claim in the usual way.
If you have Green Flag breakdown cover alongside your motor insurance, please check the Green Flag Coronavirus updates page for important information on their services during the pandemic.
If you're having financial difficulties, we can review your levels of cover, change your payment dates or offer a payment deferral. A payment deferral means putting off your payments for a short period. When you start paying again, the amount that has been “missed” gets spread over the remainder of the agreement.
We will not charge any additional interest to you so the total payable won't increase as a result.
Payment deferrals should only be used when absolutely necessary, the full credit agreement balance will still be due, but will be paid for over a shorter period.
Agreed payment deferrals won't harm your credit score as long as you make the payments after the agreed deferral period. If you don't, this could negatively affect your credit score and prevent you from securing credit for a policy in the future (if applicable).
If you're struggling financially then please call us on 0345 878 5222 and we'll see what we can do to help. Don't cancel any payments or direct debits through your bank as this can affect your policy with us and damage your credit history.
For free and impartial money advice, go to the Money Advice Service and use the 'Money Navigator Tool'
Yes, you can. We'll need to amend your policy, so just give us a call on 0345 878 5222 and we'll be able to help.
We will remotely assess the damage on the vehicle and then arrange pick up/drop off after your isolation period has ended.
Our aim is to keep customers safe. If you're not in isolation we'll come out to you. However, if you're self-isolating at home, please contact us after your isolation period ends.
Let us know. We will extend foreign use for free for those stuck abroad due to closed borders or isolation.
We'll offer a full refund for foreign use if your holiday has been cancelled.
If your occupation or employment status has permanently changed:
You must tell us to ensure you have the correct cover in place.
If you are volunteering (unpaid) for the NHS and/or supporting those affected by COVID-19:
You will be covered, and you don't need to tell us.
If your occupation has temporarily changed and you are not volunteering (i.e. you are being paid):
You don't need to tell us and you will automatically be covered to drive your car to various places of work, regardless of whether or not your employer has changed, unless:
In these cases we can only insure your vehicle for social, domestic and pleasure (SDP) purposes. If you require additional cover, please seek specialist insurance through a different provider or through your employer.
Your insurance will remain valid, as long as your car remains roadworthy. However, you must follow Government guidelines in order to ensure you're still driving legally.
If your MOT is due to expire before 30th March, you can find the Government guidance here: https://www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-before-30-march-2020
If your MOT is due to expire on or after 30th March, you can find the Government guidance here: https://www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-from-30-march-2020
As always, please make sure you still take the time to carry out basic vehicle checks such as checking tyre pressure/tread, water levels, ensuring windscreen liquid and oil are at the correct levels and that lights work.
Car repairs: At peak demand times, we may prioritise urgent car repairs. If your vehicle's still roadworthy, we may contact you to change the original booking date. We'll do our best to minimise any inconvenience, and we'll let you know if your current repair is affected. However, if you're in isolation, please contact us. Vehicles are being cleaned in line with Government guidelines.
Medical treatment: Our suppliers will continue to treat patients as long as it's clinically safe and appropriate to do so. However, if you'd prefer not to attend a clinic for treatment at the moment, or are self-isolating, we can put this on hold until your isolation period ends or until further notice. Treatment can't be provided on a remote, virtual or online basis at the moment.
There are no restrictions. As long as you're following Government guidelines, you're fine from our point of view too.
We encourage everyone to follow Government guidelines on only essential travel during lockdown.
If you're involved in a collision while the new national or local lockdown measures are in place, you should make a claim in the usual way.
If you have Green Flag breakdown cover alongside your motor insurance, please check the Green Flag Coronavirus updates page for important information on their services during the pandemic.
This advice does not replace the terms and conditions of your policy and you should read your policy booklet for further information.
