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.

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    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. Your call is important to us and we’re doing our very best to maintain service levels. We ask that you only call our contact centre team if your query is urgent. We want to keep our phone lines available to help vulnerable customers and those that don’t have access to our online services.

    Our Self-Service Centre is a much quicker option if you’d like to make changes to your policy online at the moment. If you need to check any details or make a change to your policy.

    Alternatively, you can use our Webchat service to make changes, accept or decline your renewal or notify us about a claim. Webchat is available Monday-Friday 8am-8pm, Saturday 8am-6pm and Sunday 10am-4pm.

    We’re still sending out documents and communications by post but this may take longer than usual. Royal Mail have been experiencing some delays in delivery which may mean documents are taking a few days longer than normal to reach our customers.

    Important information: 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..

    Log on to Self-Service CentreLog on to Self-Service Centre
    • 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. 

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    • 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 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. 

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

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

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

      Pre Covid-19 MOT requirements resumed on 1st August 2020. This means, if your MOT due date is on or after 1st 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.

      See the latest guidance on MOTs

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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.

      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.

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    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.

    Important legal information

    Lloyds Bank plc. Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No. 2065. Lloyds Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278.

    Eligible deposits with us are protected by the Financial Services Compensation Scheme (FSCS). We are covered by the Financial Ombudsman Service (FOS).