COVID-19 - How we can help you

Thank you for doing your bit to tackle COVID-19, whether that’s going to work as an essential worker, or staying home.

We’re doing what we can to help too. We want to do simple, practical things that help you and the wider community.

Here are some of them.

If you’re worried about paying for your insurance, please get in touch

We know lots of our customers are worried about the impact of COVID-19 on their finances.

There are lots of things we can do to help if you’re struggling to make your payments. We  may be able to offer a payment holiday or spread a proportion of your payments over the remaining months of your agreement. We can also look at reducing your cover if your needs have changed or look at other measures we can take to support you.

If your financial circumstances have changed as a result of the COVID-19 crisis, please let us know. The sooner you talk to us, the sooner we can help.

Call us on 0333 035 9435

Please help us to support our vulnerable customers – go online first

Our phone lines are really busy right now because of COVID-19.

We’re trying to make sure our vulnerable customers, those in financial difficulty and key workers get to talk to us if they need to. You can help us to help them by using our LiveChat or visiting our FAQs page first.

Of course, we’re still here if you need us - but you might have to wait a little bit longer than normal before your call is answered. Thanks for your patience and support.

Are you coming up to renewal? We’re working to keep our premiums low

As a broker we don’t financially benefit from the fact that fewer people are driving and making fewer claims on their car insurance right now.

Being a broker means we can negotiate with our wide panel of insurers on your behalf to pass on the benefits they’re seeing from less claims, therefore keeping renewal premiums as low as possible.

Don’t worry if you’re using your vehicle to support your community or the NHS

If you’re using your vehicle to deliver supplies to vulnerable people, or if you’ve started volunteering to help the NHS by taking people to and from appointments, we want to support you.

You don’t need to let us know about the change in use of your car or motorbike, because you’ll automatically be covered. Thank you so much for what you’re doing.

Are you a key worker? We’re here for you when you need us

If you’re a key worker, we’d like to thank you for everything. A quarter of our customers are key workers and you’re our priority on the phones. We want to help you get to work - not keep you on hold.

We’ve invested heavily in new technology to keep many of our brilliant call centre specialists safe at home and have webchat services and FAQs available to you. If you still need to talk to us, we’re not answering calls quite as quickly as before, but we’ll get to you as soon as we can.

Thank you for all the sacrifices you’re making. Stay safe. 

Frequently asked questions regarding COVID-19

If I'm not driving as much due to COVID-19 should I reduce the mileage on my policy?

No, unless the situation changes and you need to self-isolate for more than 8-12 weeks, you shouldn't need to change your mileage.

Should I declare my vehicle SORN if I am unable to drive for a period of time?

As per information on Gov.uk you should only make a SORN (Statutory Off Road Notification) when you take a vehicle ‘off the road’ and you want to stop taxing it. Your vehicle is off the road if you don’t keep or use it on a public road, for example if it’s in a garage, on a drive or on private land. You can check Gov.uk for further information.

Your insurance is still valid if your vehicle is declared SORN although you cannot legally drive it until it is taxed again. If you're considering cancelling your insurance whilst your vehicle is SORN you would not be covered for fire, theft or damage to your vehicle so you need to consider the risk before taking this step.

Am I covered if I'm abroad and can't get home, taking me over the limit my policy allows?

We are in unprecedented times, and therefore if you have been unable to return home due to COVID-19 e.g. travel restrictions and cancellations, self-isolation, enforced quarantine, we will extend your foreign use. Should you need to make a claim the insurer may require evidence that you were unable to get home.

My doctor self-isolated me, am I covered to drive?

Yes, unless you have received medical advice which states your ability to drive may be affected.

If I have Coronavirus can someone else drive my vehicle to get me to hospital?

Yes, if they're a named driver on your policy or they're covered for driving other vehicles by their own insurance policy. They'll need to check their insurance certificate to see if they have this and they may only be covered on a third party basis.

If you'd like to add someone as a named driver call us, please be aware we may have extended waiting times.

If I have breakdown cover on my policy, will I still be recovered if I break down?

Yes, vehicle repaired by the roadside or recovered as normal.  The mechanic will follow social distancing guidelines to protect both themselves and you.

Will I still get a courtesy car?

Yes, you'll get a courtesy car while your vehicle is being repaired if this is included within your policy cover.

Will I have to give the courtesy car back if my repair takes longer than planned?

You will benefit from having the courtesy car for the duration of the repair, if this is included in your policy cover.
However, if your car is uneconomical to repair your claim will be settled as a total loss and your insurer will be in touch with a valuation as soon as they're able to do so. In this instance you'll need to return the courtesy car as stated in your policy terms.

Will my claim take longer to be settled and will it take longer to get a pay out?

We don't expect so, but things are changing daily, so if anything needs to change you'll be contacted by your insurer.

I'm in isolation and I can't pick up/drop off my car for repair?

Pick up/drop off will be arranged after your isolation period has ended or if you prefer to make alternative arrangements discuss this with your insurer and they will try to accommodate your needs.

Will my medical treatment resulting from my claim still be happening?

Our suppliers will continue to treat patients if the circumstance falls within government guidelines and is clinically safe and appropriate to do so. However, if you are self-isolating this can be put on hold.