Coronavirus frequently asked questions

We know you’re 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 below frequently asked questions.

Along with our customers, the health and safety of our employees is our top priority. In order for us to protect our staff it has unfortunately become necessary to close our sales and servicing phone lines.

We are working tirelessly to make sure we are still there for our valued MORE THAN customers, for more information and to find out how to get in contact with us, please select the product you are looking to find out more about below.

Car insurance

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 complete 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 compete 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?

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 your online customer account.

However, please note that if you are using your car, even just occasionally, you will need cover in place.

 

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 complete our online form to update your address or log into your account online.

 

I have received a proof of no claim request from MORE THAN 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 complete our online form to inform us of your situation.

 

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 3615 and we will do what we can to either reinstate your policy or arrange a new policy for you as soon as possible. 

 

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 3615 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.


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 complete 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-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.

 

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 want to 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 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 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, can I do this online?

You can renew your policy online by logging in or registering for an online account here.

If you have a query about your renewal, please complete our online form and we will get back to you.

Alternatively, if your renewal date is less than 5 days away or you pay monthly for your car insurance and wish to change your direct debit details, please call us on 0330 102 3615, please note our lines are open Monday to Friday 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, can I do this online?

You can submit a car insurance claim via our online web form.

If your claim is urgent and needs to be dealt with within the next 24 hours, please call us on 0800 300 252.

 

I’m worried about being able to pay for my insurance due to the coronavirus, what can I do?

We are here to help so if you are worried about being able to pay for your insurance due to the coronavirus, please get in contact with us as soon as you can by completing our online form and selecting the drop down option ‘I need to make a general enquiry’.  We will get back to you as soon as possible. We can discuss the options available to you and rest assured all conversations are confidential.

If you are unable to do this yourself or would prefer that we discuss your policy with a family member or friend, we need your permission to do this.  Please let us know if this is the case on the online form before sending it to us.

 

I can’t find the answer to my query by logging into my account, 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.

SMART WHEELS young driver insurance

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

We are taking all necessary precautions to keep our colleagues safe during the coronavirus outbreak. Unfortunately, this means we are no longer able to accept or process new policies either online or over the telephone even if you have already had a quotation from us.

We are working hard to keep all disruption to a minimum and we hope to resume normal service as soon as possible. 

We appreciate your patience and co-operation during this difficult time.

 

Do I still need to have a box fitted to my car and will my box appointment with RS Connect still go ahead?

Unfortunately our partners RS Connect are working through coronavirus challenges and may not be able to book or continue with your box fitting appointment. Please note your policy will not be cancelled during this time. We would kindly ask you bear with us and we will confirm next steps for a box fitting appointment as soon as we can. Don’t worry there is no need to call us, we will be in touch shortly.

 

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?

Whether you pay by monthly direct debit or annually, our team can process your top up miles requests via our online form and we will do our very best to get back to you within 5 days.

 

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. Should you need to make any changes, we kindly ask that you fill in our online contact form.

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 and you need to renew within the next 5 days, please call us on 0345 072 4422, please note our lines are open Monday to Friday 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 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. 

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 new business, mid-term amendments and renewal packs are issued by email, along with the vast majority of all other communications about your policy which you need to know.

However if any problems are identified with your monthly direct debits, for example if the direct debit mandate is cancelled or we are unable to collect your instalment, then these communications are issued by post. If your bank has made you aware or you think there might be a problem, please fill in our online contact form and we can look into this for you.

 

I’m worried about being able to pay for my insurance due to the coronavirus, what can I do?

We are here to help so if you are worried about being able to pay for your insurance due to the coronavirus, please get in contact with us as soon as you can by completing our online form and selecting the drop down option ‘I need to make a general enquiry’.  We will get back to you as soon as possible. We can discuss the options available to you and rest assured all conversations are confidential.

If you are unable to do this yourself or would prefer that we discuss your policy with a family member or friend, we need your permission to do this.  Please let us know if this is the case on the online form before sending it to us.

Home insurance

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.

 

Will my work equipment be covered at home?

You do not need to add business equipment (e.g. a phone or laptop) owned by your employer to your policy as this will usually be covered under their business insurance. 

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 abroard
  • Being in hospital

Our policy usually allows up to 60 days unoccupancy before certain restrictions apply. However, we will waive these restrictions if the unoccupancy is unavoidable as a result of 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 all of the time, 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 am having 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 advise 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 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 have missed my renewal date and I wanted to renew, what should I do?

If you find you have missed your renewal date due and are within 7 days of its expiry due to issues related to coronavirus, please complete our online form and we will do what we can to either reinstate your policy or arrange a new policy for you as soon as possible.

If it is more than 7 days past the renewal dare, then please contact us on 0330 102 3627.

 

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

If you pay annually for your policy and your policy number starts HI you can renew your policy online here.

If your policy needs to be renewed within the next 5 days and:-

  • It does not start with HI
  • You pay monthly
  • You would like to make changes to your policy before renewing

Please call us on 0330 102 3627, please note our lines are open Monday to Friday 9am to 5pm.

 

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

Please complete this form to add high value items to your policy.

 

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

You can submit a home insurance claim via our online web form.

If your claim is urgent and needs to be dealt with within the next 24 hours, please call us on 0800 300 684.

 

I’m worried about being able to pay for my insurance due to the coronavirus, what can I do?

We are here to help so if you are worried about being able to pay for your insurance due to the coronavirus, please get in contact with us as soon as you can by completing our online form and selecting the drop down option ‘I need to make a general enquiry’.  We will get back to you as soon as possible. We can discuss the options available to you and rest assured all conversations are confidential.

If you are unable to do this yourself or would prefer that we discuss your policy with a family member or friend, we need your permission to do this.  Please let us know if this is the case on the online form before sending it to us.

 

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

Please call us on 0330 102 3627 if your policy needs to be renewed within the next 5 days, please note our lines are open Monday to Friday 9am to 5pm.

For all other queries, please complete 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

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. 

 

What if my local vet closes, where should I take my pet?

If it’s an emergency then call your vet; they will either have an out of office service or direct you to another vet or veterinary practice which is open. Alternatively, you can take your pet to any vet to be treated.

 

Will I struggle to get hold of on-going medication that my pet needs?

It’s hard to tell at this early stage, but we are not expecting any issues with the supply of medication. Please contact your registered vet for advice. 

 

My vet has cancelled my pet’s operation as it’s not emergency treatment, will I still be covered with my time limited policy?

If you are part way through treatment for an accident or illness and you still have vet fees to use, but you are unable to have your pet's treatment completed within the 12 month treatment period due to coronavirus isolation (start of isolation 24 March 2020), we will extend the 12 month treatment period by 3 months.

 

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.

 

Will my dog be ok staying at home for longer periods of time and having fewer walks?

You should be following the latest Government rules on taking exercise. If daily exercise is allowed and there's more than one of you in your household able to walk your dog, consider walking seperately so your pet gets more than one walk a day. If you are having to stay or work from home, your pet will probably be enjoying the extra company.

 

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.

 

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 at home or self-isolating. If you change your address permanently, you must let us know via our online web form.

 

I am self-isolating/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.

 

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.

 

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 via our online web form to cancel.

If it has been more than 14 days, please contact us via our online web form so we can review the details.

 

I’m stuck abroad with my pet, I’m not allowed to return home and the trip is now over the 60 days limit, what should I do?

If there were no restrictions on travelling when you first started your trip, then we may be able to extend your cover for your trip length. Please contact us via our online web form.

 

I can’t get home from my trip abroad and my pet is in kennels/a cattery, will Emergency Boarding cover the additional cost?

Unfortunately, this cover is not available under your policy.

 

My pet insurance policy is due for renewal in the next 5 days, how do I make sure my pet continues to be covered?

Please call us on 0330 102 3616  if your policy needs to be renewed within the next 5 days, please note our lines are open Monday to Friday 9am - 5pm.

 

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

Your policy booklets can be accessed online here.

 

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.

 

What if I'm late submitting a claim?

If this is due to coronavirus and you have submitted the claim as soon as possible after the Government advice to stay at home or self-isolation finishes, we will consider your claim.

 

What if the referral vet is closed and I need to use a non-preffered referral vet, will I need to pay the £200 excess?

If there are no preferred referral vets available due to coronavirus, emergency treatment is required and the only option is to use a non-preffered refferal vet, then you won't need to pay the £200 excess.

 

I’m worried about being able to pay for my insurance due to the coronavirus, what can I do?

We are here to help so if you are worried about being able to pay for your insurance due to the coronavirus, please get in contact with us as soon as you can by completing our online form and selecting the drop down option ‘I need to make a general enquiry’.  We will get back to you as soon as possible. We can discuss the options available to you and rest assured all conversations are confidential.

If you are unable to do this yourself or would prefer that we discuss your policy with a family member or friend, we need your permission to do this.  Please let us know if this is the case on the online form before sending it to us.

 

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

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

If your policy needs to be renewed within the next 5 days, please call us on 0330 102 3638, please note our lines are open Monday to Friday 9am to 5pm.

Landlord insurance

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 propery 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 electicity 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.

 

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.

 

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

Please complete our online form 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.

 

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’m worried about being able to pay for my insurance due to the coronavirus, what can I do?

We are here to help so if you are worried about being able to pay for your insurance due to the coronavirus, please get in contact with us as soon as you can by completing our online form and selecting the drop down option ‘I need to make a general enquiry’.  We will get back to you as soon as possible. We can discuss the options available to you and rest assured all conversations are confidential.

If you are unable to do this yourself or would prefer that we discuss your policy with a family member or friend, we need your permission to do this.  Please let us know if this is the case on the online form before sending it to us.



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 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 complete 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 complete 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?

Even if you are not using your vehicle, by law you must insure your vehicle. If you wish to review your cover, you may want to look at your additional covers such as breakdown. This can be done by logging into your online portal.

However please note that if you are using your vehicle, even just occasionally, you will need cover in place.

 

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 complete 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 complete our online form to let us know if this is the case.

 

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. 

 

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.

 

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 complete 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 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 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’m worried about being able to pay for my insurance due to the coronavirus, what can I do?

We are here to help so if you are worried about being able to pay for your insurance due to the coronavirus, please get in contact with us as soon as you can by completing our online form and selecting the drop down option ‘I need to make a general enquiry’.  We will get back to you as soon as possible. We can discuss the options available to you and rest assured all conversations are confidential.

If you are unable to do this yourself or would prefer that we discuss your policy with a family member or friend, we need your permission to do this.  Please let us know if this is the case on the online form before sending it to us.

 

I need to talk to you about something else, 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.

Business insurance

I’m worried about being able to pay for my insurance due to the coronavirus, what can I do?

We are here to help so if you are worried about being able to pay for your insurance due to the coronavirus, please get in contact with us as soon as you can by completing our online form and selecting the drop down option ‘I need to make a general enquiry’.  We will get back to you as soon as possible. We can discuss the options available to you and rest assured all conversations are confidential.

If you are unable to do this yourself or would prefer that we discuss your policy with a family member or friend, we need your permission to do this.  Please let us know if this is the case on the online form before sending it to us.

 

I have a business insurance policy, how do I find out more?

Please visit our existing customer area 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.

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