Support for brokers during COVID-19
05 June 2020
See how we are supporting our broker partners during the coronavirus outbreak
We’re up and running working at home, with our teams across the business operating as normal. We are committed to keeping you and your clients supported with new resources and guidance during this time. We’re adding to it all the time, so please visit regularly to have access to the latest tools and communications.
Enhancements to our policies
In light of current uncertainty caused by the outbreak of COVID-19 we understand that there will inevitably be an impact on your clients’ insurance needs, so we have introduced changes to our policies.
Temporary cover enhancements
- Employees working from home, including contents taken to an employee’s home
- Properties which are temporarily closed due to COVID-19
Automatic cover beyond renewal date
We understand that in these difficult times there may be circumstances where you are simply unable to connect with your clients in advance of their renewal date. Whether due to illness, self-isolation or the continuing travel restrictions, it may be impossible to obtain your client’s instructions in a timely manner, when their insurance renewal may not be top of their agenda.
To allow for this situation, and to help you to protect your clients from becoming unintentionally uninsured, we introduced an automatic extension in cover for 30 days beyond renewal. Please use the relevant link below for full details:
If your client is struggling to make payments for affordability or logistical issues, please contact us as we may be able to support you with practical help.
Risk management including surveys
Our dedicated team of in-house risk professionals are on hand to support you and your customers with a variety of services and advice.
Surveys and valuations
Although we are now starting to see signs of restrictions being relaxed, carrying out surveys and valuations in person has not been possible during lockdown, so we have been conducting as many as possible using our desk based tools and helping customers through our risk advice line. We will be working hard to respond to further changes as they come into force over the coming weeks, while ensuring the safety and welfare of our customers and staff.
Risk advice line
For advice on risk management issues: either call us on 0345 600 7531
(Monday to Friday, 09.00 to 17.00 - excluding bank holidays) or you can email us at firstname.lastname@example.org
Claims service during COVID-19
Our dedicated claims team are all operating from home offering you and your customers our usual award winning service.
When it comes to responding to claims relating to COVID-19, we adhere to a clear set of principles set out by the ABI (Association of British Insurers), designed to reassure customers at this uncertain time. Principles including but not limited to:
- Providing you with clear, accurate and timely communication
- Paying valid and evidenced claims as soon as possible, including interim or part payments to help relieve the pressure
- Where we reach decision not to pay a claim, we will notify you promptly and set out our reasons in full in plain English, including details of our complaints procedure
Visit our claims page for all information regarding claims.
0345 603 8381
24 hours a day, 7 days a week
Remote working resources
Along with everyone else, we have had to quickly adapt to working remotely from our teams and other areas of the business and maintain our health and wellbeing.
Here we share some of the hints and tips of how to make small changes and keep communication going to work effectively together and look after own wellbeing.