Coronavirus
Frequently asked questions
In order to support our customers as the coronavirus (COVID 19) pandemic continues, we have put together the frequently asked questions below
This continues to be an ever-changing situation, so we have included additional information about our insurance policies, ways you can manage your policy online and how best to contact us.
Following the latest Government announcement, we are changing the way we work to best serve our customers and help protect our teams. This means that some of our call centres will need to temporarily reduce their opening hours.
Please see our additional support FAQs below for more information on how to get in touch with us.
If you are struggling financially due to coronavirus, you will find a list of organisations providing free and impartial advice as well as further information on managing your payments and applying for a payment deferral here.
Depending on your situation and what you need from your insurance, there may be ways we can help you manage your payments to make sure you don’t end up uninsured.
It’s important that you consider your options very carefully.
You may be able to reduce your level of cover.
- This means your policy won’t provide the same level of cover as before, but your premiums may be more affordable on an ongoing basis. Our customers tend to consider this option when their circumstances make them unsure of their future financial situation. It also depends on what their cover needs are.
You may be able to defer your monthly payment.
- This means you won’t need to pay your premium for the month, but any deferred amount will be added to your next payment after the deferral period ends.
- Please do not apply for a payment deferral online if you think you might have trouble paying this lump-sum at the end of the deferral. Please get in touch with us instead as we may be able to offer you a flexible repayment plan.
- The Money Advice Service’s online Money Navigator tool is useful if you are considering whether a payment deferral is right for you. It also depends on what your financial situation is likely to be at that time. Our customers tend to consider this option when they need immediate and temporary support.
- Rest assured, applying for a payment deferral will not impact your credit score and there will be no additional fees and charges. To find more information on payment deferrals, including the eligibility criteria and how to apply, please read the details provided and our frequently asked questions here.
- If you would like us to speak with someone else on your behalf; they can fill in the payment deferral form for you. All conversations are confidential.
To talk to us about the options that might be available to you please call us on the relevant number below. Please don’t cancel your payments without speaking to us first as we may be able to help.
- Home insurance: 0330 102 3627 Monday to Friday 9am to 6pm and Saturday 9am to 3pm
- Pet insurance: 0330 102 3638 Monday to Friday 9am to 6pm and Saturday 9am to 5pm
- Car insurance: 0330 100 0593 Monday to Friday 9am to 6pm, Saturday and Sunday 9am to 3pm
- SMART WHEELS insurance: 0345 072 4422 Monday to Friday 9am to 6pm, Saturday and Sunday 9am to 3pm
- Business insurance: 0330 102 4501 Monday to Friday 9am to 5pm
Further guidance and support
Alternatively, you may wish to visit National Debtline. National Debtline are a not-for-profit debt advice service run by the charity the Money Advice Trust, they provide free and impartial advice for people in England, Wales and Scotland. Visit their website to access their online tools and resources. The quickest way to speak with an advisor is via their web chat facility or you can call them on 0808 808 4000.
We are supporting our customers who are most in need by prioritising their calls. Please only call us:
- Where contacting us by telephone is your only option
- To submit a claim
- To renew your policy
- If you have been unable to contact us to pay your renewal due to illness and are worried you may now be uninsured
You can contact us on the relevant number below:
Home insurance: 0330 102 3627
- Customer Service: Monday to Friday 9am to 6pm and Saturday 9am to 3pm
- Claims: Monday to Friday 8am to 8pm and Saturday 9am to 5pm
Pet insurance: 0330 102 3638
- Customer Service: Monday to Friday 9am to 6pm and Saturday 9am to 5pm
- Claims: Monday to Friday 8am to 6pm and Saturday 9am to 5pm
Car insurance: 0330 100 0593
- Customer Service: Monday to Friday 9am to 6pm, Saturday and Sunday 9am to 3pm
- Claims: Monday to Friday 8am to 8pm and Saturday 8am to 4pm
SMART WHEELS insurance: 0345 072 4422
- Customer Service: Monday to Friday 9am to 6pm, Saturday and Sunday 9am to 3pm
- Claims: Monday to Friday 8am to 8pm and Saturday 8am to 4pm
Business insurance: 0330 102 4501
- Customer Service: Monday to Friday 9am to 5pm
- Claims: Monday to Friday 9am to 5pm
Please note that you may have to wait longer than normal, but our team will aim to answer your call as soon as they can.
Or, you may be able to ask a family member, friend or carer to help complete our online form.
We are still not at full capacity, so in order for us to support our most vulnerable customers and those most in need we ask that for all other enquiries, you visit the product specific FAQs. Here you will find information about your insurance product and online forms to contact us.
If you are:
- Impacted by coronavirus
- In self-isolation or caring for someone who is
- Suffering a health issue that prevents you from managing it yourself
Then you can nominate someone to manage your policy on your behalf. If a friend, family member or carer has your consent, they can pay your premium and make some changes to your policy.
To find out more, they can contact us using our online form and we will do our best to support them. Please ask them to specify on the online form that they have your permission to talk to us on your behalf.
If you need specialist help for a loved one, please see below a list of organisations that can offer further support:
- Age UK:
- NHS Responders: for those in need of support from an NHS volunteer
- Alzheimer's UK: Alzheimer’s Society coronavirus advice
We will do what we can to help. If you are worried that your policy has been cancelled and you are now uninsured, call us on the relevant number below:
- Home insurance: 0330 102 3627 Monday to Friday 9am to 6pm and Saturday 9am to 3pm
- Pet insurance: 0330 102 3638 Monday to Friday 9am to 6pm and Saturday 9am to 5pm
- Car insurance: 0330 100 0593 Monday to Friday 9am to 6pm, Saturday and Sunday 9am to 3pm
- SMART WHEELS insurance: 0345 072 4422 Monday to Friday 9am to 6pm, Saturday and Sunday 9am to 3pm
- Business insurance: 0330 102 4501 Monday to Friday 9am to 5pm
For all other queries please visit the product specific FAQs below.
Depending on your situation and what you need from your insurance, there may be ways we can help you manage your payments to make sure you don’t end up uninsured.
It’s important that you consider your options very carefully.
You may be able to reduce your level of cover.
- This means your policy won’t provide the same level of cover as before, but your premiums may be more affordable on an ongoing basis. Our customers tend to consider this option when their circumstances make them unsure of their future financial situation. It also depends on what their cover needs are.
- If you have been financially affected by coronavirus you will not be charged administration fees for making changes to your policy.
- If you need to make changes to your policy for any other reason you can do so by accessing your online account or by calling us. In this instance if you call us to make changes to your policy administration charges may apply, please refer to your policy documents for further information.
You may be able to defer your monthly payment.
- This means you won’t need to pay your premium for the month, but any deferred amount will be added to your next payment after the deferral period ends.
- Please do not apply for a payment deferral online if you think you might have trouble paying this lump-sum at the end of the deferral. Please get in touch with us instead as we may be able to offer you a flexible repayment plan.
- The Money Advice Service’s online Money Navigator tool is useful if you are considering whether a payment deferral is right for you. It also depends on what your financial situation is likely to be at that time. Our customers tend to consider this option when they need immediate and temporary support.
- Rest assured, applying for a payment deferral will not impact your credit score and there will be no additional fees and charges. For further information regarding payment deferrals, find out all the information you need, including our eligibility criteria and how to apply online here.
- If you would like us to speak with someone else on your behalf; they can fill in the payment deferral form for you. All conversations are confidential.
To talk to us about the options that might be available to you please call us on 0330 100 0593. Our phone lines are open Monday to Friday 9am to 6pm, Saturday and Sunday 9am to 3pm. Please don’t cancel your payments without speaking to us first as we may be able to help.
Further guidance and support
Alternatively, you may wish to visit National Debtline. National Debtline are a not-for-profit debt advice service run by the charity the Money Advice Trust, they provide free and impartial advice for people in England, Wales and Scotland. Visit their website to access their online tools and resources. The quickest way to speak with an advisor is via their web chat facility or you can call them on 0808 808 4000.
You can purchase a Foreign Use Extension, however, we urge you to check the advice issued by the Foreign & Commonwealth Office (FCO).
Call: +44 (0)20 7008 1500 or visit the FCO website. The FCO provides up-to-date advice on every country.
If you would like to purchase a Foreign Use Extension, please contact us via our online form.
Even if you are not using your car, by law, you must insure your car if it is on a public road.
If you wish to review your cover, you may want to look at your additional covers such as breakdown. You can review your policy in our online customer portal. However, please note that if you are using your car, even just occasionally, you will need cover in place.
We are unable to suspend car insurance policies. Please note that even if you are not using your car, by law you must insure your car unless the car is declared off the road (Statutory Off Road Notification - SORN) with the DVLA.
If you are temporarily staying away from home due to coronavirus, there is no need to tell us, your car will still be covered. However, please ensure that if you receive your documents by post that you have a way to collect them. If you change your address permanently, you must let us know to ensure that your car is fully covered.
Please contact us via our online form to update your address or log into your account online.
If there is a reason why you are unable to share your proof of claims due to coronavirus, then let us know so we can extend the deadline for this to be received.
Please contact us via our online form to inform us of your situation.
Yes, they will be insured with third-party cover only under the following circumstances:
- They have their own car insurance that includes a 'Driving Other Cars' section
- They use your car with your permission
If you have comprehensive insurance and want to ensure that damage to your own car is covered when someone else uses it, you should add the other driver as a named driver to your own policy.
Please contact us via our online form to update your policy or log into your account online.
If you are using your car for voluntary purposes to transport medicines or groceries to support others who are impacted by the coronavirus, your cover will not be affected and you don't need to tell us.
This includes if you are volunteering for the NHS during this period.
If you are planning to make deliveries as part of your business, please check your policy terms, as you may not be covered.
We would like to take this opportunity to thank you for helping others in your community during this difficult time.
No, if you have to drive to work instead of getting public transport because of the impact of coronavirus, your insurance policy will be valid and you don't need to contact us.
No, if you work for the NHS or you are a key worker and need to use your own car to drive to different places of work because of the impact of coronavirus, your cover will not be affected and you do not need to contact us.
Thank you for the great work that you and your colleagues are doing in these challenging times, we all appreciate it.
You can renew your policy online by logging in or registering for an online account here.
If you have a query about your renewal or need to make changes to your policy before renewing please call us on 0330 100 0593. Our phone lines are open Monday to Friday 9am to 6pm, Saturday and Sunday 9am to 3pm.
If you find you have missed your renewal date due to issues relating from coronavirus then please contact us on 0330 100 0593 and we will do what we can to either reinstate your policy or arrange a new policy for you as soon as possible. Our phone lines are open Monday to Friday 9am to 6pm, Saturday and Sunday 9am to 3pm.
Documents can take up to 2 weeks to arrive by post from the date you purchased your policy.
In the meantime, you can view your policy documents online, click here to log in or register for your account.
You are able to do the following via your online account:
- Change your vehicle
- Change your address
- Add or change driver
- Renew your policy
Please call us on 0330 00 0593 to submit a car insurance claim. Our phone lines are open Monday to Friday 8am to 8pm and Saturday 8am to 4pm.
We are working with our suppliers to keep any disruption to our claims process to a minimum. However our repairers will keep you updated if there are any possible delays relating to your individual repair, such as a delay to sourcing parts or materials.
Depending on your situation and what you need from your insurance, there may be ways we can help you manage your payments to make sure you don’t end up uninsured.
It’s important that you consider your options very carefully.
You may be able to reduce your level of cover.
- This means your policy won’t provide the same level of cover as before, but your premiums may be more affordable on an ongoing basis. Our customers tend to consider this option when their circumstances make them unsure of their future financial situation. It also depends on what their cover needs are.
You may be able to defer your monthly payment.
- This means you won’t need to pay your premium for the month, but any deferred amount will be added to your next payment after the deferral period ends.
- Please do not apply for a payment deferral online if you think you might have trouble paying this lump-sum at the end of the deferral. Please get in touch with us instead as we may be able to offer you a flexible repayment plan.
- The Money Advice Service’s online Money Navigator tool is useful if you are considering whether a payment deferral is right for you. It also depends on what your financial situation is likely to be at that time. Our customers tend to consider this option when they need immediate and temporary support.
- For further information regarding payment deferrals, find out all the information you need, including our eligibility criteria and how to apply online here.
- If you would like us to speak with someone else on your behalf; they can fill in the payment deferral form for you. All conversations are confidential.
Rest assured, any changes will not impact your credit score and there will be no additional fees and charges.
To talk to us about the options that might be available to you please call us on 0345 072 4422. Our phone lines are open Monday to Friday 9am to 6pm, Saturday and Sunday 9am to 3pm. Please don’t cancel your payments without speaking to us first as we may be able to help.
Further guidance and support
Alternatively, you may wish to visit National Debtline. National Debtline are a not-for-profit debt advice service run by the charity the Money Advice Trust, they provide free and impartial advice for people in England, Wales and Scotland. Visit their website to access their online tools and resources. The quickest way to speak with an advisor is via their web chat facility or you can call them on 0808 808 4000.
If you change your address permanently, you must let us know to ensure that your car is fully covered.
We monitor your overnight location and need to know where your car will be parked the majority of the time throughout the policy year, if this location has now changed then please contact us on 0345 072 4422 to update your policy. Our phone lines are open Monday to Friday 9am to 6pm, Saturday and Sunday 9am to 3pm.
It is essential that we have your most up to date address as we do from time to time send important letters by post as well as email.
If you don’t have your driving licence yet then please feel free to send us your pass test certificate. You can access your DVLA summary easily online by following the below steps. You will need your National Insurance number to hand:
- Select Start Now under 'View or share your driving licence data'
- Enter all drivers details including Driving Licence Number, National Insurance Number and Postcode, and tick the 'I agree' check box
- Click the Share Your Licence Information tab along the top of the browser, then select 'Get a code'
- Your licence check code is provided, please then click the link title 'View, print or save your licence information'
- (PC/Laptop only) PDF will load at the bottom, left hand side of your screen. Please click the drop down arrow and press 'open'. Right click on your Driving Licence Summary and select 'Save As' and send this to us
- (Mobile Device) PDF will display automatically, please screenshot your Driving Licence Summary and send this to us
- Please make sure that your name, check code, status, endorsements and 'Can Drive' sections are in shot.
If you are unable to obtain your proof of No Claim Bonus, please let us know by filling in our online contact form and one our team can look into this for you.
Yes, they will be insured with third-party cover only under the following circumstances:
- They have their own car insurance that includes a 'Driving Other Cars' section
- They use your car with your permission
If you have comprehensive insurance and want to ensure that damage to your own car is covered when someone else uses it, you should add the other driver as a named driver to your own policy.
Please contact us via our online form to update your policy or log into your account online.
If you are using your car for voluntary purposes to transport medicines or groceries to support others who are impacted by coronavirus, your cover will not be affected and you don't need to tell us.
This includes if you are volunteering for the NHS during this period.
If you are planning to make deliveries as part of your business, please check your policy terms, as you may not be covered.
We would like to take this opportunity to thank you for helping others in your community during this difficult time.
No, if you have to drive to work instead of getting public transport because of the impact of coronavirus, your insurance policy will be valid and you don't need to contact us.
No, if you work for the NHS or are a key worker and need to use your own car to drive to different places of work because of the impact of coronavirus, your cover will not be affected and you do not need to contact us.
Thank you for the great work that you and your colleagues are doing in these challenging times, we all appreciate it.
Don’t worry, we will still send you your renewal information as normal by email around 30 days before your renewal date.
If you pay monthly, you don’t need to do anything and your policy will automatically renew and your direct debit instalments will continue. There is no need to contact us.
If you pay annually, please call us on 0345 072 4422, our phone lines are open Monday to Friday 9am to 6pm, Saturday and Sunday 9am to 3pm.
Please call us on 0345 072 4422 to submit a claim. Our lines are open Monday to Friday 8am to 8pm and Saturday 8am to 4pm.
We are working with our suppliers to keep any disruption to our claims process to a minimum, however our repairers will keep you updated if there are any possible delays relating to your individual repair, such as a delay to sourcing parts or materials.
Depending on your situation and what you need from your insurance, there may be ways we can help you manage your payments to make sure you don’t end up uninsured.
It’s important that you consider your options very carefully.
You may be able to reduce your level of cover.
- This means your policy won’t provide the same level of cover as before, but your premiums may be more affordable on an ongoing basis. Our customers tend to consider this option when their circumstances make them unsure of their future financial situation. It also depends on what their cover needs are
You may be able to defer your monthly payment.
- This means you won’t need to pay your premium for the month, but any deferred amount will be added to your next payment after the deferral period ends.
- Please do not apply for a payment deferral online if you think you might have trouble paying this lump-sum at the end of the deferral. Please get in touch with us instead as we may be able to offer you a flexible repayment plan.
- The Money Advice Service’s online Money Navigator tool is useful if you are considering whether a payment deferral is right for you. It also depends on what your financial situation is likely to be at that time. Our customers tend to consider this option when they need immediate and temporary support
- For further information regarding payment deferrals, find out all the information you need, including our eligibility criteria and how to apply online here.
- If you would like us to speak with someone else on your behalf; they can fill in the payment deferral form for you. All conversations are confidential.
Rest assured, any changes will not impact your credit score and there will be no additional fees and charges.
To talk to us about the options that might be available to you please call us on 0330 102 3627. Our phone lines are open Monday to Friday 9am to 6pm and Saturday 9am to 3pm. Please don’t cancel your payments without speaking to us first as we may be able to help.
Further guidance and support
Alternatively, you may wish to visit National Debtline. National Debtline are a not-for-profit debt advice service run by the charity the Money Advice Trust, they provide free and impartial advice for people in England, Wales and Scotland. Visit their website to access their online tools and resources. The quickest way to speak with an advisor is via their web chat facility or you can call them on 0808 808 4000.
You do not need to add work equipment, such as a phone or laptop, to your policy if they are owned by your employer.
Any business equipment owned by you can be covered under your policy. Please check your policy schedule and policy wording for more details and limits.
- Staying with friends, family or carers whilst the Government advises staying at home
- Staying with friends, family or carers whilst I'm self-isolating
- Being unable to travel home from abroad
- Being in hospital
Our policy usually allows for your home to be unoccupied for up to 60 days before certain restrictions apply. However, we will waive these restrictions if that is unavoidable as a result of coronavirus. You do not need to contact us to let us know if your home will be unoccupied due to coronavirus. If you are planning to leave your property unoccupied, here are some tips to help protect your property:
- Ask a friend or neighbour to keep an eye on your property
- Ensure your windows and doors are locked (and remove keys) and set your alarm
- Switch off and unplug electrical items
- Turn off the gas at the mains, unless it’s required for an automatically controlled heating system
- Turn off the water at the mains and drain the system unless an automatically controlled heating system requiring the water supply is left in operation
No, you don’t need to tell us if you are home more often because of the virus.
If the home is occupied by anyone other than you or your family, certain restrictions apply. However, we will waive these restrictions if your friend or carer is staying with you as a result of coronavirus. If your friend or carer continues to stay with you after the Government advice to stay at home or self-isolation finishes, you must tell us so we can update your policy.
Yes, we will cover personal belongings that are temporarily removed from your home if you are living elsewhere while the Government advises that you stay at home or during self-isolation, if you lose them, they’re damaged in a fire or stolen.
Yes, we will continue to cover your items, subject to the validity of the information you have provided while you have to stay at home or self-isolate.
Please provide us with a valuation as soon as you can once restrictions are lifted. Details of how to do this are included in your policy documentation. In the meantime, you will be covered and we will send you a reminder at a later date.
Please call us on 0330 102 3627 to renew your home insurance policy, our phone lines are open Monday to Friday 9am to 6pm and Saturday 9am to 3pm.
You can renew your policy by following the automated instructions over the phone 24 hours a day.
Please call us on 0330 102 3627 to submit a home insurance claim. Our phone lines are open Monday to Friday 8am to 8pm and Saturday 9am to 5pm.
We are working with our suppliers to keep any disruption to our claims process to a minimum; however our repairers will keep you updated if there are any possible delays relating to your individual repair, such as a delay to sourcing parts or materials.
Documents can take up to 2 weeks to arrive by post from the date your purchased your policy.
In the meantime, you can view your policy wording online here.
Please visit here to manage your policy online, here you can:
- Add a high value item to your home contents policy
- Manage your legal services account
- View your policy booklet
- Request a duplicate set of documents
Depending on your situation and what you need from your insurance, there may be ways we can help you manage your payments to make sure you don’t end up uninsured.
It’s important that you consider your options very carefully.
You may be able to reduce your level of cover.
- This means your policy won’t provide the same level of cover as before, but your premiums may be more affordable on an ongoing basis. Our customers tend to consider this option when their circumstances make them unsure of their future financial situation. It also depends on what their cover needs are.
You may be able to defer your monthly payment.
- This means you won’t need to pay your premium for the month, but any deferred amount will be added to your next payment after the deferral period ends.
- Please do not apply for a payment deferral online if you think you might have trouble paying this lump-sum at the end of the deferral. Please get in touch with us instead as we may be able to offer you a flexible repayment plan.
- The Money Advice Service’s online Money Navigator tool is useful if you are considering whether a payment deferral is right for you. It also depends on what your financial situation is likely to be at that time. Our customers tend to consider this option when they need immediate and temporary support
- For further information regarding payment deferrals, find out all the information you need, including our eligibility criteria and how to apply online here.
- If you would like us to speak with someone else on your behalf; they can fill in the payment deferral form for you. All conversations are confidential.
Rest assured, any changes will not impact your credit score and there will be no additional fees and charges.
To talk to us about the options that might be available to you please call us on 0330 102 3638. Our phone lines are open Monday to Friday 9am to 6pm and Saturday 9am to 5pm. Please don’t cancel your payments without speaking to us first as we may be able to help.
Further guidance and support
Alternatively, you may wish to visit National Debtline. National Debtline are a not-for-profit debt advice service run by the charity the Money Advice Trust, they provide free and impartial advice for people in England, Wales and Scotland. Visit their website to access their online tools and resources. The quickest way to speak with an advisor is via their web chat facility or you can call them on 0808 808 4000.
The great news is, with the exception of MORE THAN Accident Only cover, all of our pet insurance products include cover for coronavirus.
If you stay in hospital for more than 4 days in a row and no other member of your family is able to look after your pet, your pet will be covered under the terms of our Emergency Boarding Cover.
Please call us on 0330 102 3638, our phone lines are open Monday to Friday 9am to 6pm and Saturday 9am to 5pm. Alternatively, you can contact us via our online form and we will do our very best to get back to you within 5 days.
You can download a claim form or submit an ongoing claim online here.
Alternatively please contact us on 0330 102 3638 to submit a claim, our lines are open Monday to Friday 8am to 6pm and Saturday 9am to 5pm.
You can track the progress of your current claim here as well as view any previous claims you’ve made with us in the past.
Depending on your situation and what you need from your insurance, there may be ways we can help you manage your payments to make sure you don’t end up uninsured.
It’s important that you consider your options very carefully.
You may be able to reduce your level of cover.
- This means your policy won’t provide the same level of cover as before, but your premiums may be more affordable on an ongoing basis. Our customers tend to consider this option when their circumstances make them unsure of their future financial situation. It also depends on what their cover needs are
You may be able to defer your monthly payment.
- This means you won’t need to pay your premium for the month, but any deferred amount will be added to your next payment after the deferral period ends.
- Please do not apply for a payment deferral online if you think you might have trouble paying this lump-sum at the end of the deferral. Please get in touch with us instead as we may be able to offer you a flexible repayment plan.
- The Money Advice Service’s online Money Navigator tool is useful if you are considering whether a payment deferral is right for you. It also depends on what your financial situation is likely to be at that time. Our customers tend to consider this option when they need immediate and temporary support
- For further information regarding payment deferrals, find out all the information you need, including our eligibility criteria and how to apply online here.
- If you would like us to speak with someone else on your behalf; they can fill in the payment deferral form for you. All conversations are confidential.
Rest assured, any changes will not impact your credit score and there will be no additional fees and charges.
To talk to us about the options that might be available to you please call us on 0330 102 4501. Our phone lines are open Monday to Friday, 9am to 5pm. Please don’t cancel your payments without speaking to us first as we may be able to help.
Further guidance and support
Alternatively, you may wish to visit National Debtline. National Debtline are a not-for-profit debt advice service run by the charity the Money Advice Trust, they provide free and impartial advice for people in England, Wales and Scotland. Visit their website to access their online tools and resources. The quickest way to speak with an advisor is via their web chat facility or you can call them on 0808 808 4000.
Under normal circumstances, we tell our customers that documents can take up to 2 weeks to arrive by post. There may be delays in receiving your documents at the moment due to Royal Mail reduced services in response to coronavirus.
Yes, while the advice is in place to self-isolate, we will provide cover under normal terms. Please advise when the property is unoccupied from and when it is occupied again.
If the property is going to be left unoccupied, where possible, please ensure:
- You operate all security devices on windows and doors (and remove keys), including alarms;
- The electricity supply is turned off at the mains, unless it's required for the burglar alarm, security lighting or automatically controlled heating system involving electricity supply. All other electrical items must be unplugged;
- The gas supply is turned off at the mains, unless it's required for an automatically controlled heating system;
- Water tanks and water pipes in your home are lagged/insulated;
- The buildings and external areas immediately surrounding the buildings are kept free of all unfixed combustible materials.
For the period of self-isolation, we will cover your tenant’s friend or family as if they were a member of your family with no additional terms and conditions.
If your tenants’ friend or carer continues to stay after self-isolation finishes, you must advise us so we can update your policy.
For the period of any restrictions of movement, we will continue to cover your property.
Unfortunately not, this optional cover will only protect you from loss of rent and alternative accommodation costs for up to 12 months if the damage was caused by an event that is covered under this policy. For example, fire, storm, flood, escape of water or subsidence.
Unfortunately, in most cases, your policy will not cover loss of rent specifically related to coronavirus. If you wish to discuss your specific situation with us further please complete our online form and we will do our very best to get back to you within 5 days.
If you find you have missed your renewal date due to issues relating to coronavirus, then please complete our online form and we will do what we can to either reinstate your policy for you or arrange a new policy for you as soon as possible.
Please complete our online form to request a copy of your policy booklet and we will do our very best to get back to you within 5 days.
Please complete our online form to request a duplicate set of documents and we will do our very best to get back to you within 5 days.
Depending on your situation and what you need from your insurance, there may be ways we can help you manage your payments to make sure you don’t end up uninsured.
It’s important that you consider your options very carefully.
You may be able to reduce your level of cover.
- This means your policy won’t provide the same level of cover as before, but your premiums may be more affordable on an ongoing basis. Our customers tend to consider this option when their circumstances make them unsure of their future financial situation. It also depends on what their cover needs are.
You may be able to defer your monthly payment.
- This means you won’t need to pay your premium for the month, but any deferred amount will be added to your next payment after the deferral period ends.
- Please do not apply for a payment deferral online if you think you might have trouble paying this lump-sum at the end of the deferral. Please get in touch with us instead as we may be able to offer you a flexible repayment plan.
- The Money Advice Service’s online Money Navigator tool is useful if you are considering whether a payment deferral is right for you. It also depends on what your financial situation is likely to be at that time. Our customers tend to consider this option when they need immediate and temporary support.
- For further information regarding payment deferrals, find out all the information you need, including our eligibility criteria and how to apply online here.
- If you would like us to speak with someone else on your behalf; they can fill in the payment deferral form for you. All conversations are confidential.
Rest assured, any changes will not impact your credit score and there will be no additional fees and charges.
To talk to us about the options that might be available to you please call us on 0330 102 4501. Our phone lines are open Monday to Friday, 9am to 5pm. Please don’t cancel your payments without speaking to us first as we may be able to help.
Further guidance and support
Alternatively, you may wish to visit National Debtline. National Debtline are a not-for-profit debt advice service run by the charity the Money Advice Trust, they provide free and impartial advice for people in England, Wales and Scotland. Visit their website to access their online tools and resources. The quickest way to speak with an advisor is via their web chat facility or you can call them on 0808 808 4000.
Documents can take up to 2 weeks to arrive by post from the date you purchased your policy.
Please visit our existing customer areas for more information.
To renew your policy or submit a claim, please call us on 0330 102 4501. Our phone lines are open Monday to Friday 9am to 5pm.