If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. You can use our coronavirus support tool to find the right solution for your needs and confirm what you would like to do in a few simple steps.

 

Coronavirus - Frequently Asked Questions

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’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- 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.

Finally, please don’t post anything to us at this time as we’re experiencing delays in getting our mail processed and don’t want to miss anything important. If we do request any additional information from you we will contact you by letter or email in the first instance.

Log on to Self-Service Centre

What we are doing for our customers

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.

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?

    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.

    Back to top
  • 2.
    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 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.

    Back to top
  • 3.
    My MOT is due and I can’t get this completed – am I still covered?

    The Government has announced all car and light van MOTs that are due on or after the 30 March 2020 will be temporarily extended.  Providing you keep your vehicle safe to drive, your cover will not be affected because of this.  

    Back to top
  • 4.
    I’m worried that I might not be able to continue making 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.

    Call us on 0344 209 0476

    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.

    Back to top

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