Coronavirus frequently asked questions

 

We know you are concerned about the recent developments regarding the coronavirus (COVID-19) pandemic, and we are doing everything we can to support you as well as our employees.

This is an unprecedented and fast-moving situation so to try and help you understand what it means for you, we have put together the frequently asked questions below. We have included additional information about our insurance policies, ways you can manage your policy online, how to make a claim and how best to contact us.

We have been able to increase capacity at our contact centre while still keeping to social distancing guidelines to keep our staff safe.

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, we are offering our customers payment deferrals. Find out all the information you need and how to apply online here.

Your patience is greatly appreciated at this time.

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?

We are here to help you. We are offering payment deferrals to our customers struggling financially due to coronavirus. 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 form for you. Rest assured all conversations are confidential.

If you are unable to complete the payment deferral request form and you can only contact us by calling, please call us on the relevant number below.  

Product Telephone number Opening hours
Home insurance 0330 102 3627 Monday to Friday, 8am to 6pm
Saturday, 9am to 5pm
Pet insurance 0330 102 3638 Monday to Friday, 8am to 6pm
Saturday, 9am to 5pm
Car insurance 0330 100 0593 Monday to Friday, 8am to 6pm
Saturday, 9am to 5pm
SMART WHEELS insurance 0345 072 4422 Monday to Friday, 8am to 6pm
Saturday, 9am to 5pm
Business insurance 0330 102 4501 Monday to Saturday, 9am to 5pm

 

If you need specialist help, National Debtline may be able to offer further support: if you live in England, Wales or Scotland, visit their website here.

 

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

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:-

Product Telephone number Opening hours
Home insurance 0330 102 3627

Customer Service: Monday to Friday, 8am to 6pm and Saturday, 9am to 5pm

Claims: Monday to Friday, 8am – 6pm

Pet insurance 0330 102 3638

Customer Service: Monday to Friday, 8am to 6pm and Saturday, 9am to 5pm

Claims: Monday to Friday, 9am – 5pm

Car insurance 0330 100 0593

Customer Service: Monday to Friday, 8am to 6pm and Saturday, 9am to 5pm

Claims: Monday to Friday, 9am – 5pm

SMART WHEELS insurance 0345 072 4422

Customer Service: Monday to Friday, 8am to 6pm and Saturday, 9am to 5pm

Claims: Monday to Friday, 9am – 5pm

Business insurance 0330 102 4501

Customer Service: Monday to Saturday, 9am to 5pm

Claims: Monday to Friday, 9am – 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. You can select the product relevant to you at the top of this page.

 

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

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.

 

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

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.

Product Telephone number Opening hours
Home insurance 0330 102 3627 Monday to Friday, 8am to 6pm
Saturday, 9am to 5pm
Pet insurance 0330 102 3638 Monday to Friday, 8am to 6pm
Saturday, 9am to 5pm
Car insurance 0330 100 0593 Monday to Friday, 8am to 6pm
Saturday, 9am to 5pm
SMART WHEELS insurance 0345 072 4422 Monday to Friday, 8am to 6pm
Saturday, 9am to 5pm
Business insurance 0330 102 4501 Monday to Saturday, 9am to 5pm

 

For all other queries please visit the product specific FAQs, you can select the product relevant to you at the top of this page.

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?

We are here to help you. We are offering payment deferrals to our customers struggling financially due to coronavirus. 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 form for you. Rest assured all conversations are confidential.

If you are unable to complete the payment deferral request form and you can only contact us by calling, please call us on 0330 100 0593. Our phone lines are open Monday to Friday, 8am to 6pm and Saturday, 9am to 5pm.

If you need specialist help, National Debtline may be able to offer further support: if you live in England, Wales or Scotland, visit their website here.

 

I have taken out a car insurance policy with MORE THAN but I have not received my documents by post yet, when will they arrive?

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.

In the meantime, you can view your policy documents online, click here to log in or register for your account.

 

I am no longer going abroad; can I cancel my Foreign Use Extension?

Yes. You can cancel your Foreign Use Extension and receive a full refund if you're no longer going on your trip. Please contact us via our online form to request your refund.

 

I have had to self-isolate abroad and can't drive home, will my cover expire?

If you are currently abroad, there’s no need to worry, we will automatically extend your Foreign Use Extension for a further 60 days at no extra charge. You do not need to contact us.

 

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

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 provide up-to-date advice on every country.

If you would like to purchase a Foreign Use Extension, please contact us via our online form.

 

I am following Government advice to stay at home or in self-isolation for the next few months:

I won’t be driving my car for several months, can I reduce my cover?

If you are using your car even just occasionally, you will need cover in place. 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.

 

Can I suspend my car insurance?

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.

 

I am staying at a different address to the one listed on my policy while I follow the Government advice to stay at home or whilst I self-isolate, do I need to give you my new address? 

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.

 

You have requested proof of my No Claims but I can't get this to you right now, what will happen?

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.

 

Am I still covered if I delay getting my MOT done due to following the Government advice to stay at home, self-isolating, the MOT centre being closed or not wanting to visit the MOT centre during the current situation?

The Government have announced that, effective of 30 March 2020, MOT due dates for cars and light vans will be extended by 6 months.

We require your car to be in a roadworthy condition, but during this period we do not require you to have a valid MOT in place if it's not required by the Government.

 

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?

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.

 

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

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.

 

I usually go to work on public transport, but now want to use my car.  I have Social and Domestic use only, do I need to update you on how I am using my car?

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.

 

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?

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.

 

I need to renew my car insurance policy, how do I do this?

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, 8am to 6pm and Saturday, 9am to 5pm.

 

I didn’t receive my renewal documents because I was in hospital or no post was delivered due to coronavirus:

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, 8am to 6pm and Saturday, 9am to 5pm.

 

My policy has lapsed as I did not receive my renewal documents and I have been stopped by the police for no insurance.

Please contact us immediately on 0330 100 0593 and we will review your policy details. We will consider each case individually and look to reinstate your policy. If we do reinstate your policy, of course, any missed premiums would need to be paid. Our phone lines are open Monday to Friday, 8am to 6pm and Saturday, 9am to 5pm.


My policy has auto-renewed and I did not receive my renewal documents, but the price is too high.

We will review your renewal and will consider each case individually. Please contact us on 0330 100 0593 to discuss this with us further. Our phone lines are open Monday to Friday, 8am to 6pm and Saturday, 9am to 5pm.

 

Can I make changes to my car insurance policy online?

You are able to do the following via your online account:-

  • Change your vehicle
  • Change your address
  • Add or change driver
  • Renew your policy

Click here to log in or register for your account.

 

I need to submit a car insurance claim, how do I do this?

Please call us on 0330 00 0593 to submit a car insurance claim. Our phone lines are open Monday to Friday, 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.

 

I have a windscreen repair/replacement appointment soon. What if I can’t make it due to the Government advice to stay at home or self-isolation?

Please call Autoglass on 0800 731 3172 if you are unable to make your appointment for any reason.

 

I can’t find the answer to my query by logging into my account, how do I get in touch?

Please contact us via our online form and we’ll do our very best to get back to you within 5 days.

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?

We are here to help you. We are offering payment deferrals to our customers struggling financially due to coronavirus. 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 form for you. Rest assured all conversations are confidential.

If you are unable to complete the payment deferral request form and you can only contact us by calling, please call us on 0345 072 4422. Our phone lines are open Monday to Friday, 8am to 6pm and Saturday, 9am to 5pm.

If you need specialist help, National Debtline may be able to offer further support: if you live in England, Wales or Scotland, visit their website here.

 

What is the best way to buy my SMART WHEELS policy?

You are able to take out a new SMART WHEELS policy over the phone and online, please visit our SMART WHEELS page to find out more.

 

How do I get an estimate price for top up miles?

The price of top-up miles will depend on your Driving Score. The higher your Driving Score, the cheaper your miles will cost. To find your up to date Driving Score you can still use your App or Dashboard, you will find your latest score located on the Rewards Page. 

If we have written to you recently about your mileage running low or if it has ran out, then there is an estimated mileage cost attached. Alternatively, please check your most recent pack from us and you will find the estimated cost for miles. Please note this could be your welcome pack.

 

How can I buy more miles?

You can contact us to top up your miles by calling 0345 072 4422. Our phone lines are open Monday to Friday, 8am to 6pm and Saturday, 9am to 5pm.

 

Will my box still be monitored?

Yes your box will continue to be monitored as normal and provide you feedback on how safely you are driving. You will still continue to receive a driving score, earn rewards and work towards your renewal discount.

 

Will I still be able to renew my policy?

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, 8am to 6pm and Saturday, 9am to 5pm.

 

I am following Government advice to stay at home or in self-isolation for the next few months:

Can I suspend my car insurance?

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.

 

I am staying at a different address to the one listed on my policy while I follow the Government advice to stay at home or whilst I self-isolate, do I need to give you my new address? 

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 to update your policy.

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.

 

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 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 had 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. 

 

What happens if the postal service is paused and I can’t receive any post from you?

All of our communications are issued to you via email, please ensure that we have the correct email address registered with your policy. If you believe your contact information is out of date, please contact us on 0345 072 4422. Our phone lines are open Monday to Friday, 8am to 6pm and Saturday, 9am to 5pm.

 

Am I still covered if I delay getting my MOT done due to following the Government advice to stay at home, self-isolation, the MOT centre being closed or not wanting to visit the MOT centre during the current situation?

The Government have announced that, effective from 30 March 2020, MOT due dates for cars and light vans will be extended by 6 months.

We require your car to be in a roadworthy condition, but during this period we do not require you to have a valid MOT in place if it’s not required by the Government.

 

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?

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.

 

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

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. 

 

I usually go to work on public transport, but now want to use my car. I have Social and Domestic use only, do I need to update you on how I am using my car?

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.

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?

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.

 

I need to submit a claim, how do I do this?

Please call us on 0345 072 4422 to submit a claim. Our lines are open Monday to Friday, 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.

 

I need to talk to you about something else, how do I get in touch?

Please contact us via our online form and we’ll do our very best to get back to you within 5 days.

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?

We are here to help you. We are offering payment deferrals to our customers struggling financially due to coronavirus. 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 form for you. Rest assured all conversations are confidential.

If you are unable to complete the payment deferral request form and you can only contact us by calling, please call us on 0330 102 3627. Our phone lines are open Monday to Friday, 8am to 6pm and Saturday, 9am to 5pm.

If you need specialist help, National Debtline may be able to offer further support: if you live in England, Wales or Scotland, visit their website here.

 

I have taken out a home insurance policy with MORE THAN but I have not received my documents by post yet, when will they arrive?

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.

In the meantime, you can view your policy wording online here.

 

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

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

 

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

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.

 

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

  • 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.

 

I am usually away from the home during the day, but because of the Government advice to stay at home or having to self-isolate I am at home more, is this something I need to tell you?

No, you don’t need to tell us if you are home more often because of the virus.

 

My friend, family member or carer is coming to stay with me whilst the Government advises staying at home or I have to self-isolate, am I covered?

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. 

 

I am taking personal belongings to another location where I will be living whilst the Government advises staying at home or I self-isolate, are they covered?

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.

Please check your policy wording for a full list of what we do and don’t cover, and details of policy limits.

 

I have been asked to provide a valuation within 30 days, but I am following the Government advice to stay at home or self-isolating so cannot provide one, am I covered?

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.

 

I need to renew my home insurance policy, how do I do this? 

Please call us on 0330 102 3627 to renew your home insurance policy, our phone lines are open Monday to Friday, 8am to 6pm and Saturday, 9am to 5pm.

You can renew your policy by following the automated instructions over the phone 24 hours a day.

 

I have missed my renewal date and I wanted to renew, what should I do?

If you find you have missed your renewal date due to issues related to coronavirus, please contact us on 0330 102 3627 to discuss. 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, 8am to 6pm and Saturday, 9am to 5pm.

 

I would like to add a high value item onto my home contents policy, can I do this online? 

Please contact us via our online form to add high value items to your policy.

 

I need to submit a home insurance claim, how do I do this?  

Please call us on 0330 102 3627 to submit a home insurance claim. Our phone lines are open Monday to Friday, 8am to 6pm.

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.

 

I would like to manage my legal services account, how do I do this online?

You can register or log into your legal services account here.

 

I would like to view my policy booklets, can I find these online?

Your policy booklets can be accessed here.

 

I would like to request a duplicate set of documents, can I do this online?

Please fill in our online form to request a duplicate set of documents

 

I need to talk to you about something else, how do I get in touch?

For all other enquiries, please contact us via our online form and we’ll do our very best to get back to you within 5 days. Your patience during this time is greatly appreciated.

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?

We are here to help you. We are offering payment deferrals to our customers struggling financially due to coronavirus. 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 form for you. Rest assured all conversations are confidential.

If you are unable to complete the payment deferral request form and you can only contact us by calling, please call us on 0330 102 3638. Our phone lines are open Monday to Friday, 8am to 6pm and Saturday, 9am to 5pm.

If you need specialist help, National Debtline may be able to offer further support: if you live in England, Wales or Scotland, visit their website here.

 

What if my pet becomes ill and I am following the Government advice to stay at home or self-isolating so I can’t take them to the vet?

As part of your policy you have freephone access to vetfone, where you can speak to qualified veterinary nurses 24/7. Please give them a call if you are worried about your pet’s health and they will advise you of your options, you will find their number in your policy booklet. Alternatively, you can contact your vet. 

 

I am taking my pet(s) to another location where I will be living whilst the Government advises staying at home or I self-isolate, do I need to change my address on my policy?

If you are temporarily staying away from home due to coronavirus, there is no need to tell us, your pet(s) will still be covered. However, your renewal documents are sent by post, so please ensure that you have a way to collect them if your policy is due for renewal whilst you are staying away from home.

If you change your address permanently, you must let us know via our online web form.

 

I am self-isolating or I am in hospital with coronavirus and someone is looking after my pet for me, do I need to transfer the policy to them? 

As long as this is a temporary arrangement and you don’t need to make a claim, renew or make changes to your policy, there’s no need to tell us. If you do need to do any of these, then we will need your permission to speak to someone else about your policy. To do this please contact us via our online web form here and we will add the person to the policy.

 

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

If you stay in hospital for more than 4 days in a row due to coronavirus 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.

 

My vet has delayed my pet's annual booster because of staff shortage or I have delayed it as I'm following the Government advice to stay at home or self-isolating, will you cover my pet if it gets an illness it's usually vaccinated against?

Yes, we will cover conditions that your pet is usually vaccinated against if the annual booster is delayed due to coronavirus. To keep them safe, please do not let them outside your home or garden.

 

My puppy or kitten has not been able to have its full set of vaccinations, what shall I do?

Puppies and kittens have no protection against very serious infectious diseases without having the full course of first vaccinations. Please do not allow them outside your home or garden, even if they reach the age when they normally could do so and you'll be covered.

 

What if I’m unable to take my pet for its annual check-up? 

If your annual check-up is delayed due to coronavirus as long as the previous annual check-up and any recommended treatment has been carried out and the check-up is done as soon as possible after self-isolation stops this won’t impact your policy.

 

My pet insurance policy is due for renewal, how do I make sure my pet continues to be covered?

Please call us on 0330 102 3638, our phone lines are open Monday to Friday, 8am 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.

 

I didn’t receive my renewal documents because I was in hospital or no post was delivered due to coronavirus and my policy has cancelled, can it be reinstated?

If you find you have missed your renewal date due to issues relating from coronavirus, then please contact us on 0330 102 3638. Our phone lines are open Monday to Friday, 8am to 6pm and Saturday, 9am to 5pm.

 

I didn’t receive my renewal documents because I was in hospital or no post was delivered due to coronavirus, my policy has automatically renewed, but I want to cancel it, what should I do? 

Your policy has a 14 day cooling-off period where you can cancel without any cost to you as long as you haven’t made any claims. Please contact us on 0330 102 3638 to discuss, our phone lines are open Monday to Friday, 8am to 6pm and Saturday, 9am to 5pm.

 

I need to submit a pet insurance claim, can I do this online? 

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, 9am to 5pm.

 

Can I track the progress of my claim online?

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.

 

I would like to view my policy booklets, can I find these online?

Your policy booklets can be accessed online here.

 

I need to talk to you about something else, how do I get in touch?

For all other queries, please contact us via our online form and we’ll do our very best to get back to you within 5 days.

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?

We are here to help you. We are offering payment deferrals to our customers struggling financially due to coronavirus. Find out all the information you need, including our eligibility criteria and how to apply online here.

If you are unable to complete the payment deferral request form or you would like us to speak with someone else on your behalf, they can fill in the form for you. Rest assured all conversations are confidential.

 

I have taken out a Landlord policy with MORE THAN but I have not received my documents by post yet, when will they arrive?

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.

 

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?

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.

 

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

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.

 

I am unable to complete my six-monthly inspection of the property, will I still be covered?

For the period of any restrictions of movement, we will continue to cover your property.

 

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

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.

 

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

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.

 

I need to renew my Landlord insurance policy, can I do this online? 

Please fill in our online form here and we will do our very best to get back to you within 5 days.

 

I didn’t receive my renewal documents because I was in hospital with coronavirus or no post has been received due to postal worker sickness due to coronavirus:

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.

 

I would like to view my policy booklets, can I find these online?

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.

 

I would like to request a duplicate set of documents, can I do this online?

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.

 

How do I find out more about making a claim?  

You can find out more information about making a claim including how best to contact us by visiting our Customer Help area.

 

I need to talk to you about my landlord insurance policy, how do I get in touch?

Please complete our online form and we’ll do our very best to get back to you within 5 days.

Van insurance

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

We are here to help you. We are offering payment deferrals to our customers struggling financially due to coronavirus. 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 form for you. Rest assured all conversations are confidential.

If you are unable to complete the payment deferral request form and you can only contact us by calling, please call us on 0330 102 4501. Our phone lines are open Monday to Saturday, 9am to 5pm.

If you need specialist help, National Debtline may be able to offer further support: if you live in England, Wales or Scotland, visit their website here.

 

I have taken out a van insurance policy with MORE THAN but I have not received my documents by post yet, when will they arrive?

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.

 

I am no longer going abroad; can I cancel my Foreign Use Extension?

You can cancel your Foreign Use Extension online and receive a full refund if you're no longer going on your trip. There is no need to contact us. Please contact us via our online form to request your refund.

 

I have had to self-isolate abroad and can't drive home, will my cover expire?

If you are currently abroad, there’s no need to worry, we will automatically extend your Foreign Use Extension for a further 60 days at no extra charge. You do not need to contact us.

 

I am planning to go abroad soon with my vehicle, can I purchase cover with you?

You can purchase a Foreign Use Extension, however we urge you to check the advice issued by the Foreign & Commonwealth Office. Telephone: +44 (0)20 7008 1500 or by visiting their website here; on their website there is FCO advice on each country and it is updated each day.

If you would like to purchase a Foreign Use Extension, please contact us via our online form.

 

I am following Government advice to stay at home or in self-isolation for the next few months:

I won’t be driving my vehicle for several months, can I reduce my cover?

If you are using your vehicle even just occasionally, you will need cover in place. Even if you are not using your vehicle, by law, you must insure it.

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.

 

Can I suspend my van insurance?

We are unable to suspend van insurance. Please note that even if you are not using your vehicle, by law you must insure your vehicle unless the vehicle is declared off the road.

 

I am staying at a different address to the one listed on my policy while I follow the Government advice to stay at home or whilst I self-isolate, do I need to give you my new address? 

There is no need to tell us if you are temporarily staying away from home due to coronavirus, your vehicle 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 vehicle is fully covered. Please contact us via our online form to update your address.

 

You have requested proof of my No Claims but I can't get this to you right now, what will happen?

If there is a reason why you are unable to obtain your proof of bonus 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 let us know if this is the case.

 

Am I still covered if I delay getting my MOT done due to following the Government advice to stay at home, self-isolation, the MOT centre being closed or not wanting to visit the MOT centre during the current situation?

The Government have announced that, effective 30 March 2020, MOT due dates for cars and light vans will be extended by 6 months.

We require your car to be in a roadworthy condition, but during this period we do not require you to have a valid MOT in place if it's not required by the Government.

 

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

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.

 

I usually go to work on public transport but now want to use my van. I have Social and Domestic use only, do I need to update you on how I am using my van?

No, if you are 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.

 

Can I manage my van insurance policy online?

You are able to do the following via your online account:-

  • Renew your cover
  • Change your vehicle
  • Change your address
  • Change driver details 
  • Add more cover options

Click here to log in or register for your account.

 

I didn’t receive my renewal documents because I was in hospital or no post was delivered due to coronavirus:

If you find you have missed your renewal date due to issues relating from coronavirus then please contact us on 0330 102 4501 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. Our phone lines are open Monday to Saturday, 9am to 5pm.

 

My policy has lapsed as I did not receive my renewal documents and I have been stopped by the police for no insurance.

Please contact us immediately on 0330 102 4501 and we will review your policy details. We will consider each case individually and look to reinstate your policy. If we do reinstate your policy, of course, any missed premiums would need to be paid. Our phone lines are open Monday to Saturday, 9am to 5pm.

 

My policy has auto-renewed and I did not receive my renewal documents, but the price is too high.

We will review your renewal and will consider each case individually. Please contact us on 0330 102 4501 to discuss this with us further. Our phone lines are open Monday to Saturday, 9am to 5pm.

 

I have a windscreen repair/replacement appointment soon. What if I can’t make it due to following the Government advice to stay at home or self-isolation?

Please call Autoglass on 0800 731 3172 if you are unable to make your appointment for any reason.

 

I need to submit a claim, how do I do this?

Please call us on 0330 102 4501 to submit a claim. Our phone lines are open Monday to Friday 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.

 

I need to talk to you about something else, how do I get in touch?

Please contact us via our online form and we’ll do our very best to get back to you within 5 days.

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?

We are here to help you. We are offering payment deferrals to our customers struggling financially due to coronavirus. 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 form for you. Rest assured all conversations are confidential.

If you need specialist help, National Debtline may be able to offer further support: if you live in England, Wales or Scotland, visit their website here.

 

I have taken out a new business insurance policy with MORE THAN but I have not received my documents by post yet, when will they arrive?

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.

 

I have an existing business insurance policy, how do I find out more about my policy?

Please visit our existing customer areas for more information.

For all other queries, please complete our online form and we’ll do our very best to get back to you within 5 days.

BUILD: MASTER