Coronavirus: Help and support
As the UK faces the uncertainty and impact of the Coronavirus (COVID-19), there will no doubt be concerns about the impact on your business and on your customers. Rest assured we understand this and are here to support you through this period.
Our specialist customer service teams are monitoring and adapting to the changing circumstances so that we maintain our commitment to you and your customers, just as we have through challenging periods in the past.
We will update this page to let you know what we are doing for you and to give you updates on our services.
In line with government advice, we've asked all of our people to work from home to safe-guard the well-being of our employees and the general public. There are a few unavoidable exceptions to this where it's crucial our people go into the office to do essential tasks, such as our postal services.
We are working hard to maintain usual levels of service to you and your customers. We are however receiving a very high volume of calls from customers which is understandable. Rest assured we are doing all we can to minimise the impact of this and we are implementing changes to support you and your customers through this difficult time.
You can contact us the same way you usually do.
Our broker lines aren't as busy as our customer lines, however if your query is urgent we recommend you contact your dedicated Sales Manager and Sales Support team.
We are seeing an increase in enquiries for new business and renewals. We are working to get these processed as usual, but as you may expect there could be a slight delay in our response times.
We have no current plans to offer this facility but are constantly reviewing our position on the situation.
We will still be offering finance to all customers based on our existing business as usual policies.
We have taken pro-active action since the outbreak of COVID-19 to ensure customers who need to get in contact with us can and have worked extremely hard to maintain our service levels throughout. We have also introduced new, automated channels for customers to request payment support online. As national and local lockdown measures evolve, we will continue to monitor the situation on a regular basis and will provide support as quickly as we can.
You are able to request payment support on behalf of a customer
You are able to request payment support on behalf of a customer quickly and easily online using the below link. You can request a 1 month payment deferral, reduce the payment on the next two instalments by 50% or if the customer has missed a payment, we can remove the default fee. The majority of requests from personal lines customers will be processed automatically and for commercial lines, these will be referred to our Credit team for review.
If you agree support for customers outside of these options, please contact our Broker Support Team on 0333 321 8566 who will be able to assist you.
Find anwser to the most common questions on our website
Your customers may find the answer to their queries by reading the FAQs on our website
Manage their account online
Customers are able to manage their payments, make manual payments and change their direct debit details on our their online account
Contact us via email
Customers can email us at firstname.lastname@example.org, we will aim to respond within 72 hours.
If your customer needs to speak to a member of our team they can do so by using the following methods:
If you couldn’t find an answer to your question or would like to discuss the current situation, with us please contact your dedicated Sales Manager and Sales Support team.
If you are an insurance premium finance customer, we have prepared information to ensure you get the support you need, when you need it.