Coronavirus (COVID-19) update

Last updated: 27th March 2020

Following the Government’s announcement asking everyone to stay at home, we’re making some changes to the way we work to make sure we’re looking after our people and our customers. We’re setting up as many of our colleagues as possible to work from home, but this will take a few days.

In the short-term, we’re only accepting new business online. That means new customers can't buy insurance over the phone.

Existing customers: Please don’t phone unless it’s absolutely necessary.

We need to prioritise:

  • Customers who have an urgent claim, for example your car is undrivable following an accident, you are injured, or your home is uninhabitable.
  • Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.

If you have questions about your renewal or want to make a change to your policy, you can use our virtual assistant. If your policy is due to renew in the next week and you haven’t opted for auto-renewal, please call us. If you have opted for auto-renewal, please make sure your insurance still meets your needs.

For more information and frequently asked questions about COVID-19, go to our Coronavirus help and support page.

Download car insurance policy documents

If you make a claim for an accident that is not your fault and the driver of the car that hits you is not insured, you will not lose your no claims discount or have to pay any excess.

Conditions

We will need:

  • the vehicle registration number and the make and model of the car
  • the driver's details, if possible.

It also helps us to confirm who is at fault if you can get the names and addresses of any independent witnesses, if available.

When you claim, you may have to pay your excess. Also, if when your renewal is due investigations are still ongoing, you may lose your no-claim discount temporarily. However, once we confirm that the accident was the fault of the uninsured driver, we will repay your excess, restore your no claims discount and refund any extra premium you have paid.

In Northern Ireland cover not available to under 22’s.

This promise is for comprehensive policyholders only.

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