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. Therefore we have included additional information about our insurance policies and ways you can manage your policy online.

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 or 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
Pet insurance: 0330 102 3638
Car insurance: 0330 100 0593
SMART WHEELS insurance: 0345 072 4422
Business insurance: 0330 102 4501

For our opening hours, please visit our contact us page.

Further guidance and support

The Financial Conduct Authority provides information for consumers at ‘Dealing with financial difficulties during the coronavirus pandemic’.

Alternatively, you may wish to visit National Debtline. This is 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. The quickest way to speak with an advisor is by their web chat facility or you can call them on 0808 808 4000.

These independent organisations, along with The Money Advice Service, offer tools and resources to support you if you are in financial difficulty. These include online budget planners, affordability calculators and information on support such as the Breathing Space scheme, which gives a 60 day period where debt cannot be pursued. This scheme can be used once in a 12 month period.

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
Pet insurance: 0330 102 3638
Car insurance: 0330 100 0593
SMART WHEELS insurance: 0345 072 4422
Business insurance: 0330 102 4501

For our opening hours, please visit our contact us page.

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
Pet insurance: 0330 102 3638
Car insurance: 0330 100 0593
SMART WHEELS insurance: 0345 072 4422
Business insurance: 0330 102 4501

For our opening hours, please visit our contact us page.

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. For our opening hours please visit our contact us page. Please don’t cancel your payments without speaking to us first as we may be able to help.

Further guidance and support

The Financial Conduct Authority provides information for consumers at ‘Dealing with financial difficulties during the coronavirus pandemic’.

Alternatively, you may wish to visit National Debtline. National Debtline is 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. The quickest way to speak with an advisor is via their web chat facility or you can call them on 0808 808 4000.

These independent organisations, along with The Money Advice Service, offer tools and resources to support you if you are in financial difficulty. These include online budget planners, affordability calculators and information on support such as the Breathing Space scheme, which gives a 60 day period where debt cannot be pursued. This scheme can be used once in a 12 month period.

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 log into your account online to update your policy.

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.

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. For our opening hours please visit our contact us page. Please don’t cancel your payments without speaking to us first as we may be able to help.

Further guidance and support

The Financial Conduct Authority provides information for consumers at ‘Dealing with financial difficulties during the coronavirus pandemic’.

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. For our opening hours please visit our contact us page.

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 on 0345 072 4422 to update your policy. For our opening hours please visit our contact us page.

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.

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. For our opening hours please visit our contact us page. Please don’t cancel your payments without speaking to us first as we may be able to help.

Further guidance and support

The Financial Conduct Authority provides information for consumers at ‘Dealing with financial difficulties during the coronavirus pandemic’.

You do not need to tell us if you are carrying out clerical work from home, such as using a laptop or phone.

Please contact us if:

You have visitors to your home on business matters, for example, if you have face to face meetings with clients or co-workers
Your business makes or sells goods from your home or you store any of these items at your home
You’re offering services from your home, for example, providing beauty treatments, hairdressing, childminding, dog grooming, private tutoring or being an exercise instructor etc
You have established, or are planning to establish, a business from home, or have moved the running of your business to your home premises.

If you're using business equipment owned by your employer, for example, a laptop, it’s their responsibility to insure it, so you don’t need to add it to your policy.

Their equipment is not covered under our home insurance policy, unless you're responsible for any damage to the equipment under the terms of your employment.

If the business equipment is owned by you, it will be covered under your contents insurance. Please check your policy schedule and policy wording for more details and limits.

Staying with friends, family or carers whilst 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 it:

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.

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. For our opening hours please visit our contact us page. Please don’t cancel your payments without speaking to us first as we may be able to help.

Further guidance and support

The Financial Conduct Authority provides information for consumers at ‘Dealing with financial difficulties during the coronavirus pandemic’.

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. For our opening hours please visit our contact us page. Please don’t cancel your payments without speaking to us first as we may be able to help.

Further guidance and support

The Financial Conduct Authority provides information for consumers at ‘Dealing with financial difficulties during the coronavirus pandemic’.

Yes, while the advice is in place to self-isolate, we will provide cover under normal terms. Please advise when the property is unoccupied 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 the 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 be kept free of all unfixed combustible materials

You undertake inspections either by you or the property manager of the property every week where the property is unoccupied. If you are unable to undertake or arrange for inspections please contact us on 0330 102 4501. For our opening hours please visit our contact us page.

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.

Further guidance and support

The Financial Conduct Authority provides information for consumers at ‘Dealing with financial difficulties during the coronavirus pandemic’.

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.

Additional support

I’ve been financially affected by coronavirus and I am worried about being able to pay for my insurance, what can I do?

What can I do if I cannot contact you online and I need to call you?

Can I ask someone I know to help me manage my insurance policy?

What if I needed to contact you about renewing my policy, but was unable to do so due to the coronavirus?

Car insurance

I’ve been financially affected by coronavirus and I am worried about being able to pay for my insurance, what can I do?

I am planning to go abroad soon with my car; can I get cover with you?

I am self-isolating and I won’t be driving my car for a period of time, can I reduce my cover?

Can I suspend my car insurance?

I am staying at a different address to the one listed on my policy while I self-isolate, do I need to give you my new address?

If I have to self-isolate and need someone to drive my car to the shop to pick up supplies for me, will they be insured?

I want to volunteer and use my car to transport medicine or groceries to people who are self-isolating. Will I be covered?

I work for the NHS or I am a key worker and need to use my own car to drive to different places of work; do I need to update you on how I am using my car?

I have a windscreen repair/replacement appointment soon but I am having to self isolate, what should I do?

How do I manage my car insurance policy

SMART WHEELS young driver insurance

I’ve been financially affected by coronavirus and I am worried about being able to pay for my insurance, what can I do?

I am self-isolating, can I suspend my car insurance?

I am staying at a different address while I self-isolate, do I need to give you my new address?

You have requested my driving documents including driving licence, DVLA summary and proof of my No Claim Bonus but I can't get this to you right now, what will happen?

If I have to self-isolate and need someone to drive my car to the shop to pick up supplies for me, will they be insured?

I want to volunteer and use my car to transport medicine or groceries to people who are self-isolating. Will I be covered?

I work for the NHS or I am a key worker and need to use my own car to drive to different places of work; do I need to update you on how I am using my car?

Home insurance

I’ve been financially affected by coronavirus and I am worried about being able to pay for my insurance, what can I do?

I am working from home, how does this affect my cover?

I am working from home, is my work equipment covered?

Will my home be covered if I have to leave it unoccupied in the following circumstances:

My friend or carer is coming to stay with me, am I covered?

How can I manage my home insurance policy?

Pet insurance

I’ve been financially affected by coronavirus and I am worried about being able to pay for my insurance, what can I do?

What if my pet becomes ill while I am self-isolating and I can’t take them to the vet?

If I become ill and have to go into a hospital and my pet goes into a kennel or cattery, will I be covered?

How do I manage my Pet Insurance policy?

Landlord insurance

I’ve been financially affected by coronavirus and I am worried about being able to pay for my insurance, what can I do?

My property will be unoccupied beyond the limit on my policy (e.g. 60 days) due to the tenants staying with relatives due to self-isolating, being unable to return or being in hospital, am I covered?

My tenant has a member of their family coming to stay with them during self-isolation, am I covered?

Residential landlord customers: Am I covered if my tenant is unable to pay their rent due to loss of earnings?

Commercial landlord customers: Am I covered if my tenant is unable to pay the rent due to not being able to trade?

How do I manage my landlord insurance policy?

Business insurance

I’ve been financially affected by coronavirus and I am worried about being able to pay for my insurance, what can I do?

How do I manage my business insurance policy?