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.

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.

Yes, they will be insured with third-party cover only under the following circumstances:

They have their own car insurance that includes a 'Driving Other Cars' section
They use your car with your permission

If you have comprehensive insurance and want to ensure that damage to your own car is covered when someone else uses it, you should add the other driver as a named driver to your own policy.

Please contact us via our online form to update your policy or log into your account online.

If you are using your car for voluntary purposes to transport medicines or groceries to support others who are impacted by the coronavirus, your cover will not be affected and you don't need to tell us.

This includes if you are volunteering for the NHS during this period.

If you are planning to make deliveries as part of your business, please check your policy terms, as you may not be covered.

We would like to take this opportunity to thank you for helping others in your community during this difficult time.

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 via our online form to update your policy or log into your account online.

If you are using your car for voluntary purposes to transport medicines or groceries to support others who are impacted by coronavirus, your cover will not be affected and you don't need to tell us.

This includes if you are volunteering for the NHS during this period.

If you are planning to make deliveries as part of your business, please check your policy terms, as you may not be covered.

We would like to take this opportunity to thank you for helping others in your community during this difficult time.

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 installments will continue. There is no need to contact us.

If you pay annually, please call us on 0345 072 4422. 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.

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’.

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

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

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

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

I am following the Government advice to stay at home or in self-isolation so I won’t be driving my car, 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 follow the Government advice to stay at home or whilst I self-isolate, do I need to give you my new address?

You have requested proof of my No Claims 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 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?

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

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

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

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

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?

Can I make changes to my car insurance policy online?

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

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?

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

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 following Government advice to stay at home or in self-isolation so I won't be driving my car, can I reduce my cover?

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?

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 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?

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?

Will I still be able to renew my policy?

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

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

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 will be 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:

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?

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?

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?

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?

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

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

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

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?

How can I manage my home insurance policy online?

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

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 and I am following the Government advice to stay at home or self-isolating so I can’t take them to the vet?

Will you cover my pet for vet treatment if they contract coronavirus?

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

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

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

Can I track the progress of my claim online?

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

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

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

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?

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

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

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:

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

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

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