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.

We'll move as fast as possible to sort things out.

Sometimes things don’t go to plan, so please let us know if you feel like we’ve let you down. We’ll try to sort things out as soon as possible, or we’ll do our best to make everything a bit clearer.

How to get in touch

Call us

Give us a call. Talking over the phone is often the quickest way to get things sorted.

0800 051 0140 or 0123 963 6070

Fill out our online form

If you would like to tell us about your problem online, all you have to do is fill out our simple form.

Online form

Write to us

We’ll aim to have everything sorted within three working days. But if we can’t fix the problem, we’ll let you know why and what the next steps are.

What do we do with your complaint?

If we receive a complaint, we follow the steps detailed below:

Summary Resolution

If we’ve been able to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint.

What will it tell you?

It will let you know your complaint has been resolved and tell you about the Financial Ombudsman Service.

Acknowledgement

If we’ve been unable to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint.

What will it tell you?

It will let you know our complaint handling process and information about the Financial Ombudsman Service.

Eight week update

If we’ve been unable to resolve your complaint within 8 weeks.

What will it tell you?

It will let you know why we are not in a position to give you our final response and when we expect to be able to provide this. We’ll also let you know about your right to contact the Financial Ombudsman Service.

Final Response

If we’ve been unable to resolve your complaint within 3 working days, we’ll send you our Final Response when we’ve completed our investigations. We’ll do our best to send this at the earliest opportunity.

What will it tell you?

This is a detailed response, which will outline:

  • Our investigation
  • The decision
  • Next steps, if applicable

It will also provide information about the Financial Ombudsman Service.

We’re regulated by the Financial Conduct Authority (FCA). We’ll only follow the four steps above, if the FCA agree your problem meets their definition of a complaint. Each step will also give you further information about the Financial Ombudsman Service.

Independent review

If we don’t complete our investigations within 8 weeks of receiving your complaint or you’re unhappy with our response, you may ask the Financial Ombudsman Service to look at your complaint. This is a free and independent service. If you decide to contact them, you should do so within 6 months of our response letter. Referring your case to the Financial Ombudsman Service will not affect your legal rights.

You can contact them by:

Email:
complaint.info@financial-ombudsman.org.uk

Phone:
UK: 0300 123 9123 or 0800 023 4567
Abroad: +44 20 7964 0500

Writing to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Their website also has a great deal of useful information: www.financial-ombudsman.org.uk

European Online Dispute Resolution Platform

If you, an individual, purchased your policy online mainly for your own private use there is now an Online Dispute Resolution (ODR) platform created by the EU Commission, which can help with resolving disputes. You can enter any complaint, other than for trade, about your policy onto the ODR. This will forward your complaint to the correct Alternative Dispute Resolution scheme. For insurance complaints in the UK this is the Financial Ombudsman Service. Their contact details are above, if you prefer to contact them directly.

For more information about ODR please visit: http://ec.europa.eu/odr