Coronavirus (COVID-19)

Help and support

Coronavirus (COVID-19) is affecting all of us in different ways, and we appreciate your support and patience as we find the best ways to protect and assist customers.

We’re working hard to be here for you and have created these Coronavirus FAQs which answer many common questions.

We’ve also made temporary changes to some of our products, and you can find out more below.

Frequently asked questions

  • I'm no longer using my car or I am driving fewer miles. Do I still need insurance and can I get a partial refund?

    It's a legal requirement for your vehicle to be insured, even if you're not driving it, unless it has been registered with a SORN and is declared 'off the road' with the DVLA. You can find more information here: https://www.gov.uk/sorn-statutory-off-road-notification. If you do declare your car off the road and temporarily no longer require cover, we can suspend your policy. Please get in touch if you'd like to do this.

    As a result of lockdown, many of our customers are driving less. This means you may be able to lower your premium by temporarily reducing your expected weekly mileage.

    If you expect your annual mileage to reduce by at least 1,000 miles, a refund may be available - use this form to let us know.

    If you still have questions, have a look at these refund-specific FAQs.

    If you're a DriveXpert telematics customer:
    You don't need to do anything. In due course we'll refund you for any reduced mileage during the Coronavirus lockdown. We'll update you soon.

  • I'm in isolation and I can't pick up/drop off my car for repair?

    We will remotely assess the damage on the vehicle and then arrange pick up/drop off after your isolation period has ended.

  • If I have a crash, will you recover me?

    Our aim is to keep customers safe. If you're not in isolation we will come out to you. However, if you're in isolation and at home, please contact us after your isolation period. If you aren't in isolation we'll prioritise on a case by case basis.

  • I'm stuck abroad and my foreign use extension is expiring, what should I do?

    Let us know. We will extend foreign use for free for those stuck abroad due to closed borders or isolation.

  • I purchased foreign use, but no longer require it as holiday has been cancelled. Can I get a refund?

    We'll offer a full refund for foreign use if your holiday has been cancelled.

  • I have a reduced income as a result of Coronavirus (COVID-19) and can't afford my ongoing monthly motor insurance payments. What should I do?

    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.

    After arranging the deferral, we will discuss the options available for repaying these missed payments.

    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 will not have a negative impact on your credit score (if applicable).

  • Do I need to inform you if my occupation has changed, I'm volunteering or if I now need to drive for work?

    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:

    • You are working as a chauffeur, courier or driver
    • You work in the motor trade
    • You are being paid to deliver goods that are not owned by you or your employer.

    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.

  • My MOT is expiring/has expired, but I can't get a new one due to self-isolation or local garage being closed. Will my insurance still be valid?

    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.

  • Will my existing claim be affected by the Coronavirus?

    Car repairs: At peak demand times we may prioritise the repair of undrivable vehicles. If your vehicle is still roadworthy we may contact you to change the original booking date, but we'll do our best to minimise any inconvenience and we'll let you know if your current repair is affected. Vehicles are being cleaned in line with Government guidelines.

    Medical treatment: Our suppliers will continue to treat patients as long as it is clinically safe and appropriate to do so. However, should you prefer not to attend a clinic for treatment at the moment, or are self-isolating, this can be placed on hold until the period of self-isolation ends or until further notice. Treatment can't be provided on a remote, virtual or online basis at the moment.

  • I'm a keyworker. Are there any restrictions on my Telematics policy, regarding when I can drive the car while we're being told to stay at home?

    There are no restrictions. As long as you're following Government guidelines, you're fine from our point of view too.

  • Will the installation of my hardwired Telematics device still take place?

    To protect our colleagues and customers, we've made the decision to temporarily stop offering installations. As soon as we're able to, we'll contact you to offer an appointment. Your insurance will continue to run as normal and won't be impacted by the device installation delay. Your renewal price will be based on your driving score, which will be calculated from the point that your device gets installed.

  • I need to replace my used car. Can you help?

    If you're in need of a Used Car Replacement, we'll settle the Pre-Accident Value of your car, giving you the cash if you'd like to find the replacement yourself. We understand that as some car dealerships are closed, this might be difficult for you. So, if you need some help, our supplier will send you a link to their virtual showroom. Here you'll be able to view cars remotely, and if you find one that you like, you contact the supplier using the details we give you. If you do buy a car, it'll be delivered to you once the supplier is open. Don't worry if you don't see anything you like; you can ask our supplier to contact you again once they're open and have more stock. In the meantime, to keep you moving, we'll aim to provide you with a car based on your needs until you find a replacement.

    This service is for cars over one year old. A minimum car purchase price of £3,500 applies. An exact match may not be possible and is subject to availability. It excludes theft claims and Comprehensive cover is required.

  • I need to replace my new car. Can you help?

    We're continuing to offer our New Car Replacement (NCR). We're also able to settle the Pre-Accidental Value of your car, if this option is better. If you choose our NCR, we'll instruct our supplier on your behalf. However, there may be a potential delay in replacing your car due to suppliers being closed. In the meantime, to keep you moving, we'll aim to provide you with a car based on your needs until you find a replacement.

    This service is for cars less than a year old. You must be the first (and only) registered owner. Comprehensive cover only.

This advice does not replace the terms and conditions of your policy and you should read your policy booklet for further information.