CV-19

COVID-19: Customer update

We’re currently experiencing a high volume of calls into our contact centre and whilst we are doing our very best to maintain service levels, we ask that you only call our contact centre if absolutely necessary so we can keep our phone lines available  for vulnerable customers and those who don’t have access to online services.

If you need to check any details or make a change to your policy, please  log in to your Self-Service Centre. It will be much quicker for you to make changes to your policy online at the moment. Once logged in, you can also use our Webchat service which is available Monday- Saturday 8am-6pm and Sunday 10am-4pm to make changes, accept or decline your renewal or if you need to let us know about a claim. To log in, please click here.

We also have some other information that may be useful. Click here to read our FAQ’s, and information on what we are doing to support key workers can be found here.

COVID-19 Frequently Asked Questions

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

We’re currently experiencing a high volume of calls into our contact centre and whilst we’re doing our very best to maintain service levels, we ask that if you need to check any details or make a change to your policy, please log in to your Self-Service Centre. 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 or if you need to let us know about a claim.

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.

We’re still sending out documents and communications by post, however we’re aware that Royal Mail has been experiencing some minor delays in delivery which may mean documents are taking a few days longer than normal to reach our customers.

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 your Self Service Centre.

 

We’ve actively reached out to eligible key worker motor insurance customers and made additional breakdown assistance available to them, if they need it, at no extra cost.

We’ve also pledged to provide a guaranteed replacement vehicle for eligible key workers in the event of an accident.

This support means our customers can continue to travel safely to places of employment or other destinations where they are undertaking crucial work in helping the UK fight the COVID-19 pandemic.

No. If you now need to drive to your workplace, your insurance cover is still valid. You don’t need to contact us to change or extend 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, your cover won’t be affected. You don’t need to contact us to update your cover.

Earlier this year, the Government extended MOT due dates for cars and light vans that fell between 30 March – 31 July 2020 by six months. 

This meant that, for example, if your vehicle’s MOT was due on 24 April, your MOT due date would have been automatically extended to 24 October. Your next MOT should then be booked and completed by this new date. 

Pre Covid-19 MOT requirements resumed on 1 August 2020. This means, if your MOT due date is on or after 1 August 2020, you must get the test done for your vehicle by this date. Vehicle owners are no longer eligible for a six-month MOT extension.
Drivers eligible for the six-month extension are still required to properly maintain their vehicle and keep it in a roadworthy condition. 

Providing you keep your vehicle safe to drive, your cover is not affected.

For more information and the latest guidance on MOTs, please visit: https://www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-from-30-march-2020

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-Saturday, 8am-6pm.

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.

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, you don’t need to contact us about this. If your work involves holding trade stock at home, your employees are working from your home, you have customers visiting you, or you have a Landlords Contents policy, then please contact us via Webchat to discuss this as we may need to update your cover. 

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.   

Alternatively, please email insurancequery@bglgroup.co.uk with the changes you wish to make, and/or your query, as well as your policy number, the policyholder’s full name and date of birth.

Please note that emails are not a secure method of communication. Please only share personal information you have been asked for in order for us to deal with your query at this time.

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