Coronavirus - FAQs

Due to the coronavirus pandemic it is taking us a long time to answer customer calls. Please see the below guidance on how to get in touch with us.

We’ve also put together some frequently asked questions to help answer the most common enquiries.

How do I get in touch?

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 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.

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 call 0344 209 0477.

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.

Car Insurance and COVID-19 FAQs

  • 1.
    Due to my type of occupation I cannot work from home and because of the impact of Covid-19 must drive to my work - do I need to extend my cover?

    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.

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  • 2.
    I'm volunteering and using my own vehicle to help others get essentials – do I need to amend my motor insurance 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.

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  • 3.
    I’m a key worker and I’m now using my vehicle for work purposes – do I need to extend my motor insurance cover?

    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.

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  • 4.
    I'm worried that I might not be able to continue to make my payments – can you help?

    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 209 0476. Our opening hours are Monday to Saturday 8am-6pm, 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.

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