Covid-19 Frequently Asked Questions

Below is some important information about how your insurance product may be affected during the Coronavirus (Covid-19) pandemic, and how you can get in touch with us.

We’ve been experiencing a high volume of calls into our contact centre which may mean longer waiting times than usual. We ask that if you need to check any details or make a change to your policy, please log in to My Account. It will be much quicker for you to make changes to your policy online at the moment. You can also use our Webchat service which is available Monday-Friday 8am-8pm, Saturday 8am-6pm and Sunday 10am-4pm to make changes, accept or decline your renewal.

We ask that you only call our contact centre team if absolutely necessary, as we want to keep our phone lines available to help our more vulnerable customers and those that don’t have access to our online services.

If you need to make a claim please click here for more information.

Please note, any temporary changes made to your policy due to Covid-19 will not be reflected in your current policy documents or within any upcoming renewal communication. If your change does become permanent, please update your policy details in My Account.

If you need to drive to a single place of work and you have commuting cover, your insurance cover is still valid. If you don’t have cover for commuting, you will need to contact us to update your cover.  

If you’re using your own private car for voluntary purposes to transport medicines or groceries to support others who are impacted by Covid-19, your cover will not be affected. You don’t need to contact us to update your cover.

**Only applicable for Private Car policies**

If you’re a key worker and using your own car to drive to different locations for work purposes because of the impact of Covid-19, you will need to contact us to update your cover.

Yes, we’re here to help. We’re aware that there may be an impact on people’s livelihoods due to Covid-19. If you think you may be unable to maintain your regular policy payments, please contact us as soon as possible on 0344 412 2138 . Our opening hours are Monday-Friday 8am-8pm, Saturday 9am-5pm, Sundays – closed, Bank Holidays 9am-5pm.

We have specialists on hand who can discuss your individual circumstances and agree how we can help with your financial situation. There are several ways we may be able to help including; moving your payment dates, agreeing partial payments or payment holidays in the short term and removing any fees applied to your policy.

Don’t wait until you miss a payment as we can help you in advance. We ask that you don’t cancel your payments or direct debits as this can result in your policy being cancelled and we don’t want you to be left uninsured, please get in touch with us in the first instance.

You must contact us if your work involves:

  • holding trade stock at home
  • your employees working from your home
  • customers visiting you at your home
  • or if you have a Landlords Contents policy

If any of the above situations apply to you, please get in touch with us via Webchat as we may need to update your cover.

You don’t need to contact us if you’re a clerical/office worker who’s now based at home or you’re able to return to the office but are choosing to work from home more often.

In the event of a claim involving administrative business equipment (e.g. laptops) provided by your employer to support this activity, please seek advice from your employer as any loss or damage should be covered by them.

If you have a query that is not covered above, please contact us using our Webchat service which is available Monday-Friday 8am-8pm, Saturday 8am-6pm, Sunday 10am-4pm, if required.