COVID-19 help

How we can help you

Thank you for doing your bit to tackle COVID-19, whether that’s going to work as an essential worker, or staying home.

We’re doing what we can to help too. We want to do simple, practical things that help you and the wider community.

Here are some of them.

If you’re worried about paying for your insurance, please get in touch

We know lots of our customers are worried about the impact of COVID-19 on their finances.

There are lots of things we can do to help if you’re struggling to make your payments. We may be able to offer a payment holiday or spread a proportion of your payments over the remaining months of your agreement.

We can also look at reducing your cover if your needs have changed or look at other measures we can take to support you. If your financial circumstances have changed as a result of the COVID-19 crisis, please let us know. The sooner you talk to us, the sooner we can help.

Call us on 0333 035 9387.

Please help us to support our vulnerable customers – go online first

Our phone lines are really busy right now because of COVID-19.

We’re trying to make sure our vulnerable customers, those in financial difficulty and key workers get to talk to us if they need to. You can help us to help them by using our LiveChat or reading our FAQs first. Car and Home Insurance customers can service their policies online.

Of course, we’re still here if you need us - but you might have to wait a little bit longer than normal before your call is answered. Thanks for your patience and support.

Are you coming up to renewal? We’re working to keep our premiums low

As a broker we don’t financially benefit from the fact that fewer people are driving and making fewer claims on their car insurance right now.

Being a broker means we can negotiate with our wide panel of insurers on your behalf to pass on the benefits they’re seeing from less claims, therefore keeping renewal premiums as low as possible.

Don’t worry if you’re using your vehicle to support your community or the NHS

If you’re using your vehicle to deliver supplies to vulnerable people, or if you’ve started volunteering to help the NHS by taking people to and from appointments, we want to support you.

You don’t need to let us know about the change in use of your car or motorbike, because you’ll automatically be covered. Thank you so much for what you’re doing.

Are you a key worker? We’re here for you when you need us

If you’re a key worker, we’d like to thank you for everything. A quarter of our customers are key workers and you’re our priority on the phones. We want to help you get to work - not keep you on hold.

We’ve invested heavily in new technology to keep many of our brilliant call centre specialists safe at home and have webchat services and FAQs available to you. If you still need to talk to us, we’re not answering calls quite as quickly as before, but we’ll get to you as soon as we can.

Thank you for all the sacrifices you’re making. Stay safe.

Other resources

We recommend that all our customers follow the latest Government guidance on coronavirus.

The Association of British Insurers has also published some information to help insurance customers – along with answers to commonly asked questions.

Help for Car Insurance customers

Frequently asked questions

How do I make a change to my policy?

  • Register or log in today to make changes to your policy safely and securely online 24/7 without incurring a service charge.

My policy is due for renewal, what do I do?

  • If you pay for your insurance annually, did you know you can register or log in today to check your renewal and pay online safely and securely 24/7?
  • If you pay for your insurance by Direct Debit, you do not need to do anything. We'll automatically renew your policy providing there is a live Direct Debit. Please only call us if you wish to make a change.

If I have Coronavirus can someone else drive my vehicle?

Yes, if they're a named driver on your policy or they're covered for driving other vehicles by their own insurance policy. They'll need to check their insurance certificate to see if they have this and they may only be covered on a third party basis.

If you'd like to add someone as a named driver call us, please be aware we may have extended waiting times.

If I have breakdown cover on my policy, will I still be recovered if I break down?

Yes, vehicles are repaired by the roadside as normal.  The mechanic will follow social distancing guidelines to protect both themselves and you. For Recovery, additional and alternative measures are being introduced to facilitate safe transportation while maintaining social distancing and will vary according to circumstances.

Will I still get a courtesy vehicle?

Yes, you'll get a courtesy vehicle while your vehicle is being repaired, if this is included within your policy cover.

I'm in isolation and I can't pick up/drop off my vehicle for repair?

Pick up/drop off will be arranged after your isolation period has ended or if you prefer to make alternative arrangements discuss this with your insurer and they will try to accommodate your needs.

Will my medical treatment resulting from my claim still be happening?

Our suppliers will continue to treat patients if the circumstance falls within government guidelines and is clinically safe and appropriate to do so. However, if you are self-isolating this can be put on hold.

I'm not using my vehicle as much as I used to do. How can I maintain my vehicle?

Here are some hints and tips on how to maintain your vehicle to limit any potential issues caused by the vehicle being used less frequently. Read our guide.

Help for Home Insurance customers

Frequently asked questions

How do I make a change to my policy?

  • Register or log in today to make changes to your policy safely and securely online 24/7 without incurring a service charge.

My policy is due for renewal, what do I do?

  • If you pay for your insurance annually, did you know you can register or log in today to check your renewal and pay online safely and securely 24/7?
  • If you pay for your insurance by Direct Debit, you do not need to do anything. We'll automatically renew your policy providing there is a live Direct Debit. Please only call us if you wish to make a change.

If I or a member of my household are diagnosed with COVID-19, am I covered for a deep clean of our home?

No, this would not be covered by your home insurance policy as COVID-19 is not an insured event.

Do I need to continue to make regular visits to my unoccupied home?

Changes to government advice means you may be able to travel to your second or unoccupied home to undertake necessary checks. Restrictions will differ between England, Scotland, Wales and Northern Ireland and you should check you are adhering to the law and guidance of the relevant administration.

If you are unable to visit your unoccupied home, due to government advice or if you are stuck abroad and unable to return home, despite making every effort to do so, we will continue to provide cover.

If possible and safe to do so, it is a good idea for a family member or friend who is not in a vulnerable category to periodically check on your unoccupied home to ensure it is secure and if possibble, turn off the water supply.

I am self-isolating and my home has suffered damage and is now uninhabitable. Am I covered for alternative accommodation?

Yes, if your home is uninhabitable due to loss or damage covered under your policy you are covered for alternative accommodation.

I have a claim and am waiting for a supplier visit, what would happen if I or a member of my household were suspected to have or were diagnosed with COVID-19 and what precautions will the supplier take?

Your specific circumstances will be taken into account and the insurer will explain precautions etc. when you speak to them.  If you have developed symptoms since notifying of your claim please contact the insurer to make them aware.

I am renewing my home insurance, and plan to work from home on a more regular basis from now on. Do I need to inform you?

If you need to use your own home for clerical work due to the impacts of COVID-19 eg working from home, your policy already covers this and you do not need to tell us.

Typically your employer is legally responsible for any business equipment they provide you with eg laptop and mobile phone, but if you own or are legally responsible for it, our Classic policy covers equipment valued up to £5,000 and Premier up to £10,000 (Essentials does not provide cover for business equipment).

Please note, there is no cover for business related stock or visitors to your home and any non-clerical business use must always be declared, so please call us if this is the case.

Help for Bike Insurance customers

Frequently asked questions

If I have breakdown cover on my policy, will I still be recovered if I break down?

Yes, vehicle repaired by the roadside as normal.  The mechanic will follow social distancing guidelines to protect both themselves and you. For Recovery, additional and alternative measures are being introduced to facilitate safe transportation while maintaining social distancing and will vary according to circumstances.

I'm in isolation and I can't pick up/drop off my bike for repair?

Yes, vehicle repaired by the roadside as normal.The mechanic will follow social distancing guidelines to protect both themselves and you. For Recovery, additional and alternative measures are being introduced to facilitate safe transportation while maintaining social distancing and will vary according to circumstances.

Will my medical treatment resulting from my claim still be happening?

Our suppliers will continue to treat patients if the circumstance falls within government guidelines and is clinically safe and appropriate to do so. However, if you are self-isolating this can be put on hold.

Help for Van Insurance customers

Frequently asked questions

How do I make a change to my policy?

  • Register or log in today to make changes to your policy safely and securely online 24/7 without incurring a service charge.

My policy is due for renewal, what do I do?

  • If you pay for your insurance annually, did you know you can register or log in today to check your renewal and pay online safely and securely 24/7?
  • If you pay for your insurance by Direct Debit, you do not need to do anything. We'll automatically renew your policy providing there is a live Direct Debit. Please only call us if you wish to make a change.

If I have Coronavirus can someone else drive my vehicle?

Yes, if they're a named driver on your policy or they're covered for driving other vehicles by their own insurance policy. They'll need to check their insurance certificate to see if they have this and they may only be covered on a third party basis.

If you'd like to add someone as a named driver call us, please be aware we may have extended waiting times.

If I have breakdown cover on my policy, will I still be recovered if I break down?

Yes, vehicles are repaired by the roadside as normal.  The mechanic will follow social distancing guidelines to protect both themselves and you. For Recovery, additional and alternative measures are being introduced to facilitate safe transportation while maintaining social distancing and will vary according to circumstances.

Will I still get a courtesy vehicle?

Yes, you'll get a courtesy vehicle while your vehicle is being repaired, if this is included within your policy cover.

I'm in isolation and I can't pick up/drop off my vehicle for repair?

Pick up/drop off will be arranged after your isolation period has ended or if you prefer to make alternative arrangements discuss this with your insurer and they will try to accommodate your needs.

Will my medical treatment resulting from my claim still be happening?

Our suppliers will continue to treat patients if the circumstance falls within government guidelines and is clinically safe and appropriate to do so. However, if you are self-isolating this can be put on hold.

I'm not using my vehicle as much as I used to do. How can I maintain my vehicle?

Here are some hints and tips on how to maintain your vehicle to limit any potential issues caused by the vehicle being used less frequently. Read our guide.

Help for Business Insurance customers

Frequently asked questions

For FAQs relating to COVID-19 please see our dedicated page for Business Insurance customers.