Coronavirus

Coronavirus help and support

Are you trying to get in touch?

Here's what you need to know...

Due to coronavirus (COVID-19), our car and home call centres are closed for new sales quotes, but you can still get a quote online. We’re still open as normal for existing customers but to support our employees, we've temporarily changed our opening hours:

Car:

Existing customers:
Monday to Saturday 9 – 5 closed on Sunday 

Claims: Open as normal 

Home:

Existing customers:
Monday to Saturday 9 – 5 closed on Sunday

Claims: Monday to Friday 9-5 and Saturday 8–12 closed on Sunday

Home emergency: Our home emergency helpline remains open 24/7.

Calls will be recorded. For Text Phone, first dial 18001.

Please only call if it’s urgent and use our online services where possible. In the meantime, stay safe and bear with us at this uncertain time.

What we're doing about coronavirus (COVID-19)

We understand the coronavirus pandemic is affecting everyone differently. We know these are uncertain times, and many people will need the most up to date information from us about their policies, travel plans and claims. 

On our dedicated coronavirus hub page, you can find the latest information and news, as well as details on what support is available from us. 

Choose your topic below.

Choose a product to find out more information

Here are some of our FAQs, but you can find more by clicking on the topics above

Why have you reduced your opening hours?

Due to the ongoing effects of coronavirus (COVID-19), we’re doing everything we can to support our people’s health and safety. This means we’ve temporarily reduced our usual staff levels. Our reduced hours mean we can take care of our people while still providing service to our customers. 

Our new opening hours are now Monday to Saturday, 9am to 5pm and we'll be closed on a Sunday.

This is only temporary given the exceptional circumstances we find ourselves in.  We’ll continue to monitor the situation closely and review our hours on an ongoing basis.

 
Why have you closed your sales lines for car and home insurance?
Due to the ongoing effects of coronavirus (COVID-19), we’re doing everything we can to support our people’s health and safety. This means we’ve temporarily reduced our usual staff levels. We believe temporarily pausing the sale of new car and home policies over the phone and focusing on speaking to our existing customers is the right decision at the current time.  You can still purchase a new policy online.
What if I’m an existing customer?

Don’t worry – if you’re an existing customer, you’re covered. 

All customers who have a policy with us are still covered and you can contact us in the normal way if you need to make a claim. We’re also still offering renewals to our existing customers, so you can continue to be insured with us. 

 
What should I do if I need to travel to an affected area?

The government is currently advising against all but essential travel to many destinations across the world.

You should check and follow government advice if you're planning to travel.

My trip is booked for a couple of months’ time. Can I cancel my trip today and make a claim?
Due to the rapidly changing situation, we are monitoring the FCO advice on a daily basis. If your trip departure date is on or after May 1 2020, we ask that you continue to monitor FCO advice or speak to your tour operator for a refund or amendment.
If I can reschedule my trip with my travel provider, will you be able to change my travel policy to cover me for the new dates?
Yes, we can cancel your policy and set you up with a new one. As long as the destination and duration are the same, your premium won't change.

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