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COVID-19 HELP

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 005 7605

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 reading our FAQs 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 riding 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 bike SORN if I am unable to ride 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.

If you are also 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.

If your bike is declared SORN you will not be able to legally ride it (including in an emergency) until it is reinstated and you have tax/insurance in place.

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

If I have breakdown cover on my policy, will I still be recovered if I break down?
- Yes, vehicle repaired by the roadside as normal.  The mechanic will follow social distancing guidelines to protect both themselves and you. For Recovery, additional and alternative measures are being introduced to facilitate safe transportation while maintaining social distancing and will vary according to circumstances.

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 bike 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. 

I'm not sure what date my MOT is due?
- You can check it here https://www.gov.uk/check-mot-status

I'm unable to ride my bike due to 'lockdown' and social isolation can I cancel my insurance?
- If you are  considering cancelling your insurance you would not be covered for fire, theft or damage to your bike so you need to consider the risk before taking this step.

You could save on road tax by declaring your bike as SORN.  You should only make a SORN (Statutory Off Road Notification) when you take a bike physically off the road ie. keep it in a garage, on a drive or on private land.  You can check https://www.gov.uk/sorn-statutory-off-road-notification for further information. 

If your bike is uninsured or declared SORN you will not be able to legally drive it (including in an emergency) until it is reinstated and you have tax/insurance in place.

I have been furloughed by my employer, do I need to contact you to update my employment status?
- If you have been furloughed by your employer as a result of COVID-19 you do not need to contact us to update your employment status.

I am an existing customer and I have been made redundant by my employer due to COVID-19, do I need to contact you to update my employment status?
- If you become temporarily unemployed as a result of COVID-19 you do not need to contact us to update your employment status.  If you continue to be unemployed once UK Government restrictions on movement/working have been lifted you will need to update us.

My compulsory basic training (CBT) is due to expire but I can’t retake it as the centres are closed what do I do?

- We have contacted the Driver and Vehicle Standards Agency who have advised this an issue which is under discussion by the Department for Transport (DFT) and they will respond with clear advice as soon as this becomes available. In the meantime, they have advised you follow the current government regulations, so if your CBT has expired you cannot legally ride until you have re-taken it or the Government has provided information to extend current CBTs as they did with MOTs.