Coronavirus (COVID-19)

Help and support

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We know many customers are affected and have concerned about the impact the Coronavirus pandemic may have on their insurance policies. Read the most frequently asked questions and advice.

How we’re supporting you

Driving less because of lockdown?

If you’re using your car less, you may be able to temporarily lower your mileage and could be entitled to a refund.

Find out more

Do you work for the NHS?

We're offering free breakdown assistance for NHS workers on the way to or from work.

Find out more

What are we doing to help?

We've created a fund to support local communities and charities close to our offices around the UK.

Find out more

Coronavirus guidance and advice: Travel insurance

As the Government advice changes in relation to travel and Coronavirus (COVID-19), please read our FAQs beloq for information on the cover provided by your travel insurance.

It’s important to check Foreign & Commonwealth Office (FCO) advice before you book a new trip and before you travel: www.gov.uk/guidance/travel-advice-novel-coronavirus and the advice of the UK Government: www.gov.uk/coronavirus.

You can register a claim for cancellation or curtailment relating to Coronavirus here, 24 hours a day.

You can call our claims team on 0800 032 6534

No, there’s no cover under your travel insurance, you should speak to your travel provider to get a refund.

For trips booked through an ABTA or ATOL bonded agent you can follow their advice on refunds by visiting www.abta.com or www.caa.co.uk

There’s no cover if there isn’t a valid cancellation reason and you choose not to travel on your trip.

You’re covered for claims related to COVID-19 for the reasons listed in your policy terms and conditions, as long as the FCO isn’t advising against travel due to COVID-19 when you book your trip and at the time you travel.

No, your policy doesn’t provide cover for having to quarantine when you return home.

Yes, you’ll be covered for cancellation as long as you weren’t aware of the need to quarantine when you booked your trip or bought your insurance and subject to the terms and conditions of the policy. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Providing there was no FCO advice in place at the time you bought your insurance or booked your trip then yes, you can claim for cancellation if at the time you are due to travel, the country you are travelling to has closed its borders to UK citizens. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Providing there was no FCO advice in place at the time you bought your insurance, booked your trip and at the start date of your trip, your policy will provide cover under the ‘cutting short your trip’ section of the policy for reasonable additional accommodation and transport.

As long as you’re not travelling against doctor’s advice and aren’t travelling to an area where the FCO has advised against travel, then you’ll be covered for medical and reasonable additional travel expenses that you may incur as a result of becoming ill.

If the FCO advice changes while you’re on your trip, you’ll still be covered if you need to claim for medical expenses.

There’s no cover under your travel insurance where you’re refused entry to your destination because you don’t have the correct visa or passport.

You should speak to your tour operator as they may be able to help you, and you should continue to monitor the FCO advice.

Yes, if the FCO advises against all travel or all but essential travel once you’re on your trip, your policy will provide you with cover under the ‘cutting short your trip’ section of the policy for reasonable additional accommodation and transport.

For any trip, please first seek a refund from your trip provider. If your trip has been cancelled by the provider and the booking was made by a debit or credit card you should speak to the card issuer for advice on whether you can claim a refund from them. This applies where the value of your booking is more than £100 and the service you have paid for is not being provided, e.g. the hotel you booked is closed.

However, if the hotel is available but you can’t get there due to flight cancellations, your card issuer won’t cover that and you should contact us to make a claim.

Where your travel provider is refusing a refund and their refusal is in breach of their legal obligations to you (e.g. you have a package or you due to fly with a carrier registered in the EEA), you will need to pursue your rights with the provider as we won’t pay a claim in those circumstances.

Important note: This general advice does not replace the terms and conditions of your Travel Insurance policy and you should read your policy booklet for further information.

Coronavirus guidance and advice: Home insurance

If you are carrying out clerical work from home, such as using a phone and computer, you do not need to call us. If your work means that you will have an increase of visitors to your house, please give us a call on 0345 603 3551 so we can make sure you have the right cover in place.

If your employer has provided you with equipment to work, this will usually be covered by their business insurance so you do not need to add it your policy.

Typically, if a home is unoccupied for more than 60 days, then any insurance will not cover loss or damage caused by the following:

  • by theft or attempted theft
  • by vandalism or malicious damage
  • by water or oil escaping from any fixed water or heating installation or from any domestic appliance
  • by any fixed water or heating installation freezing
  • by accidental damage
  • to freezer contents
  • to contents outside

However, we are in unprecedented times and all claims will be treated on a case by case basis so therefore unavoidable un-occupancy due to COVID-19 be considered acceptable up to 12 weeks. Where it is safe to do so, we would encourage family and friends who are not vulnerable to periodically check on the unoccupied property and take all reasonable steps to ensure that it is secure.

No, this is not covered by your home insurance. Loss of Rent is covered when someone has to move to alternative accommodation following an incident which is covered by your policy.

No, this is not covered by your home insurance.

No, you don’t need to call us if you are home more often because of the virus.

Yes. These questions will be asked as part of our supplier triage process. Our supplier will then discuss with you the most appropriate way of dealing with your claim.

Yes. These questions will be asked as part of our supplier triage process. Our supplier will then discuss with you the most appropriate way of dealing with your claim.

We can’t guarantee this at this stage as it would require regular testing. Our suppliers are closely monitoring the health of their workforce and are complying with the current Government guidelines on social contact and isolation.

We will discuss this with you and offer advice depending on your circumstances. We will also be offering customers practical advice on steps they can take immediately and for certain types of claim we may be able to progress via a digital route.

We’ll take a pragmatic approach to additional visitors that may be staying with you during the lockdown period, as specified by the Government.

We understand that some individuals may require additional care and help during these unprecedented times and will not require you to contact us to advise that you have additional long-stay guests.

This advice is subject to change, depending on the length of time that the Government requires the current social distancing requirements. Remember, any claims for theft will only be accepted if there is evidence of a break-in. We recommend that you keep your home protected by showing your house guest how to ensure the property is secure and any other information that they may need to know.

If you’re having financial difficulties, we can review your levels of cover, change your payment dates or offer a payment deferral.

A payment deferral means putting off your payments for a short period. When you start paying again, the amount that has been “missed” gets spread over the remainder of the agreement.

We will not charge any additional interest to you so the total payable won’t increase as a result.

Payment deferrals should only be used when absolutely necessary, the full credit agreement balance will still be due, but will be paid for over a shorter period.

Agreed payment deferrals will not have a negative impact on your credit score (if applicable).

What should I do next?

If you're struggling financially then please call us and we’ll see what we can do to help. Don’t cancel any payments or direct debits through your bank as this can affect your policy with us and hurt your credit history.

Important note: This general advice does not replace the terms and conditions of your Home Insurance policy and you should read your policy booklet for further information.

If your question isn’t covered in these FAQs, and you’re not asking about business insurance, try our virtual assistant service.

Coronavirus guidance and advice: Car insurance

It’s a legal requirement for your vehicle to be insured, even if you're not driving it, unless it’s been registered with a SORN and is declared 'off the road' with the DVLA. You can find more information here: https://www.gov.uk/sorn-statutory-off-road-notification. If you do declare your car off the road and temporarily no longer require cover, we can suspend your policy. Please get in touch if you’d like to do this.

As a result of lockdown, many of our customers are driving less. This means you may be able to lower your premium by temporarily reducing your expected weekly mileage.

If you expect your annual mileage to reduce by at least 1,000 miles, a refund may be available - use this form to let us know.

If you still have questions, have a look at these refund-specific FAQs.

If you're a DriveSure telematics customer:
You don't need to do anything. In due course we’ll refund you for any reduced mileage during the Coronavirus lockdown. We’ll update you soon.

We will remotely assess the damage on the vehicle and then arrange pick up/drop off after your isolation period has ended.

Our aim is to keep customers safe. If you’re not in isolation we will come out to you. However, if you’re in isolation and at home, please contact us after your isolation period. If you aren’t in isolation we’ll prioritise on a case by case basis.

Let us know. We will extend foreign use for free for those stuck abroad due to closed borders or isolation.

We’ll offer a full refund for foreign use if your holiday has been cancelled.

If you’re having financial difficulties, we can review your levels of cover, change your payment dates or offer a payment deferral.

A payment deferral means putting off your payments for a short period. When you start paying again, the amount that has been “missed” gets spread over the remainder of the agreement.

We will not charge any additional interest to you so the total payable won’t increase as a result.

Payment deferrals should only be used when absolutely necessary, the full credit agreement balance will still be due, but will be paid for over a shorter period.

Agreed payment deferrals will not have a negative impact on your credit score (if applicable).

What should I do next?

If you're struggling financially then please call us and we’ll see what we can do to help. Don’t cancel any payments or direct debits through your bank as this can affect your policy with us and hurt your credit history.

If your occupation or employment status has permanently changed:
You must tell us to ensure you have the correct cover in place.

If you are volunteering (unpaid) for the NHS and/or supporting those affected by COVID-19:
You will be covered, and you don't need to tell us.

If your occupation has temporarily changed and you are not volunteering (i.e. you are being paid):
You don't need to tell us and you will automatically be covered to drive your car to various places of work, regardless of whether or not your employer has changed, unless:

  • You are working as a chauffeur, courier or driver
  • You work in the motor trade
  • You are being paid to deliver goods that are not owned by you or your employer.

In these cases we can only insure your vehicle for social, domestic and pleasure (SDP) purposes. If you require additional cover, please seek specialist insurance through a different provider or through your employer.

Your insurance will remain valid, as long as your car remains roadworthy. However, you must follow Government guidelines in order to ensure you’re still driving legally.

If your MOT is due to expire before 30th March, you can find the Government guidance here: https://www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-before-30-march-2020

If your MOT is due to expire on or after 30th March, you can find the Government guidance here: https://www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-from-30-march-2020

As always, please make sure you still take the time to carry out basic vehicle checks such as checking tyre pressure/tread, water levels, ensuring windscreen liquid and oil are at the correct levels and that lights work.

Car repairs: At peak demand times we may prioritise the repair of undrivable vehicles. If your vehicle is still roadworthy we may contact you to change the original booking date, but we’ll do our best to minimise any inconvenience and we'll let you know if your current repair is affected. Vehicles are being cleaned in line with Government guidelines.

Medical treatment: Our suppliers will continue to treat patients as long as it is clinically safe and appropriate to do so. However, should you prefer not to attend a clinic for treatment at the moment, or are self-isolating, this can be placed on hold until the period of self-isolation ends or until further notice. Treatment can’t be provided on a remote, virtual or online basis at the moment.

There are no restrictions. As long as you’re following Government guidelines, you’re fine from our point of view too.

To protect our colleagues and customers, we’ve made the decision to temporarily stop offering installations. As soon as we’re able to, we’ll contact you to offer an appointment. Your insurance will continue to run as normal and won’t be impacted by the device installation delay. Your renewal price will be based on your driving score, which will be calculated from the point that your device gets installed.

If you’re in need of a Used Car Replacement, we’ll settle the Pre-Accident Value of your car, giving you the cash if you’d like to find the replacement yourself. We understand that as some car dealerships are closed, this might be difficult for you. So, if you need some help, our supplier will send you a link to their virtual showroom. Here you’ll be able to view cars remotely, and if you find one that you like, you contact the supplier using the details we give you. If you do buy a car, it’ll be delivered to you once the supplier is open. Don’t worry if you don’t see anything you like; you can ask our supplier to contact you again once they’re open and have more stock. In the meantime, to keep you moving, we’ll aim to provide you with a car based on your needs until you find a replacement.

We’re continuing to offer our New Car Replacement (NCR). We’re also able to settle the Pre-Accidental Value of your car, if this option is better. If you choose our NCR, we’ll instruct our supplier on your behalf. However, there may be a potential delay in replacing your car due to suppliers being closed. In the meantime, to keep you moving, we’ll aim to provide you with a car based on your needs until you find a replacement.

Important note: This general advice does not replace the terms and conditions of your Car Insurance policy and you should read your policy booklet for further information.

If your question isn’t covered in these FAQs, and you’re not asking about business insurance, try our virtual assistant service.

Coronavirus guidance and advice: Pet insurance

The British Veterinary Association have confirmed that there have been very few cases of COVID-19 in animals, and transmission is likely to be from human to animal. There is no evidence that pets can pass COVID-19 to their owners.

In the small number of known cases, dogs do not show symptoms but cats can show clinical signs of the disease - symptoms of pets affected with Coronavirus are very mild upper respiratory disease and would be difficult to diagnose as Coronavirus. If you suspect that your pet or a member of your household has COVID-19, the British Veterinary Association advises that as a precaution if you are self-isolating because you have symptoms of Coronavirus, you keep your pets indoors if possible during that time.

If you have concerns about your pet and Coronavirus please contact a vet for advice. If your pet needs treatment and you need to make a claim just visit our pet insurance claims page.

If you are infected or are self-isolating as a precaution, the Government is advising pet owners to also limit contact with their pets as a precaution until more is known about the virus. If your pet requires care, wash your hands before and after any interaction with them and wear a face mask if possible. Keep cats indoors if possible and try to arrange for someone else to exercise dogs, taking care to restrict any contact with the person walking your dog and making sure they practice good hygiene. This is to reduce the likelihood of your pet spreading the disease through environmental contamination on their fur – there is no evidence that pet animals play a role in the spread of the disease or that they become sick themselves.

Take advice on whether your pet really needs to be seen at a veterinary clinic or not.

If on or after 13th March, as a result of the Government social distancing restrictions you’re unable to get to your vet or your vet is postponing non-urgent treatment such as surgery, we will temporarily extend the 12 month time limit for a condition for an additional six months (18 months in total). This does not apply where the 12 month time limit has already been reached by 13th March or for routine or maintenance treatments such as repeat medication.

For customers who are abroad on or after 13th March and are unable to return home due to travel restrictions relating to Coronavirus (COVID-19) we will automatically extend the period of insurance until your new return date.

In the event of a claim you will need to provide written confirmation that your return was delayed.

We will also cover reasonable and necessary repeat tape worming costs and reasonable accommodation expenses (up to £300 as per policy terms and conditions) if your departure for the United Kingdom is disrupted and you miss your rearranged departure due to your pet having to get repeat tapeworm treatment.

If you’re no longer planning to travel with your pet, you can remove the additional overseas travel cover. Remember, if you do book a future trip overseas with your pet you will not be covered if your policy does not include the overseas travel cover. To amend your policy, call 0800 032 6528.

Important note: This general advice does not replace the terms and conditions of your Pet Insurance policy and you should read your policy booklet for further information.

As long as the consultation is for an eligible condition, we will cover remote vet consultations. Normal terms and conditions apply including the consultation fee limit as stated under vet fees in your policy booklet.

Your pet will continue to be covered if your vet has advised you not to vaccinate at this time. However, in order to make sure your pet remains protected against disease you should check with your vet as to when they will be resuming pet vaccinations. If your pet’s vaccinations were not up to date before the 13th March you will not be covered should your pet require treatment for a condition that a routine vaccination is available for.

Important note: All other terms and conditions of your Pet Insurance policy apply and you should read your policy booklet for further information.

You can give us your permission to contact your vet direct and ask them to use our online claims portal. Please call us on 0345 603 3589. We’re aware that vets may have limited resource to deal with pet insurance claim forms. Please be assured that if your claim is delayed a result of Coronavirus (COVID-19) this will not affect your claim.

Unless you or a member of your household has Coronavirus (COVID-19) you do not need to keep your pets indoors. If you’re unable to exercise your pet or have reduced their exercise remember there are other things you can do to support their wellbeing. Making time to play with them will help to keep them stimulated, happy and healthy.

Playing with their favourite toys or hiding part of your pet’s daily food allowance or treats in a suitable toy will help to keep them occupied. Or just take time to groom your pet. Despite this, some animals may show signs of anxiety or stress due to the change of routine and conditions at home.

The British Veterinary Association has produced a useful guide to recognising behavioural signs of stress and how you can help your pet in such circumstances.

If you’re unable to visit your vet on or after 13th March as a result of Coronavirus because you need to self-isolate due to underlying medical conditions, and your pet requires ongoing medications we will pay postage up to £7.50 per item.

Important note: All other terms and conditions of your pet insurance policy apply and you should read your policy booklet for further information.

If you're having financial difficulties, we can review your levels of cover, change your payment dates or offer a payment deferral.

A payment deferral means putting off your payments for a short period.

On arrangement of the deferral we will discuss the options available for repaying these missed payments. The total payable won’t increase as a result of the deferral. Payment deferrals should only be used when absolutely necessary. Agreed payment deferrals will not have a negative impact on your credit score (if applicable).

Important note: This general advice does not replace the terms and conditions of your Pet Insurance policy and you should read your policy booklet for further information.

If your question isn’t covered in these FAQs, and you’re not asking about business insurance, try our virtual assistant service.

Coronavirus guidance and advice: Life insurance - AIG

Yes. AIG remains open for business and continues to help meet the needs of customers with both in-force and new business. A customer can apply for life insurance or critical illness insurance in the UK. When they do, they should answer all application questions honestly and accurately, to the best of their knowledge and belief.

AIG has no plans to introduce exclusions related to Coronavirus on its UK policies and has no plans to stop customers applying for life insurance or critical illness insurance at this time.

When a customer applies for life insurance or critical illness insurance with AIG in the UK, it bases its underwriting decision on the information the customer provides and on its underwriting philosophy at the time. So, it’s important that customers answer all application questions honestly and accurately, to the best of their knowledge and belief.

AIG hopes and encourages its policyholders to stay healthy at this time, claims related to Coronavirus would be reviewed and handled like any other life insurance claim.

No. The virus is not a named critical illness and therefore would not be a valid reason for a claim under a critical illness policy.

Customers have the option to reduce their premium for six months and continue to be insured, but at a lower level of cover, via a Flexible Policy Request – see more information on the AIG website.

If you are currently suffering from Coronavirus or symptoms of Coronavirus, AIG is unable to offer cover so recommend that an application is completed one month after a full recovery is made. If you have made a full recovery from Coronavirus, have no ongoing symptoms or complications and are no longer under investigation or follow up with a medical professional, then AIG will consider offering both life and critical illness insurance.

Important note: This general advice does not replace the terms and conditions of your Life Insurance policy and you should read your policy booklet for further information.

If your question isn’t covered in these FAQs, and you’re not asking about business insurance, try our virtual assistant service.

Coronavirus guidance and advice: Life insurance - L&G

This refers to policies bought between 1st January 2013 and 19thJuly 2019, provided by L&G.

Bereavement: In the unfortunate event that COVID-19 leads to a claim, we’ll approach this as we normally would. Please refer to your policy documents for information on what would be a valid claim, including any exclusions that may apply to your policy.

Critical Illness Cover: COVID-19 isn’t a specified critical illness under the terms of our policy. In the unfortunate event that you were to develop a critical illness that we cover as a result of Coronavirus, we would approach this claim in the same way as we would usually. For more details of your policy please refer to your policy documents.

This refers to policies bought between 1st January 2013 and 19th July 2019, provided by Legal & General.

Legal & General understands that you may find it hard to pay your monthly premiums right now, and wants to help you stay protected.

If you’re suffering from financial hardship due to the impact of COVID-19 you may be able to take a payment holiday*. A payment holiday lets you take a three month break from paying your monthly premiums. You’ll remain covered by your policy, subject to your policy terms and conditions – giving you some breathing space.

To find out how payment holidays work, go to Legal & General’s dedicated payment page for more details: https://www.legalandgeneral.com/coronavirus/payments/

This refers to policies bought between 1st January 2013 and 19th July 2019, provided by L&G.

*Eligibility criteria apply

This refers to policies bought between 1st January 2013 and 19th July 2019, provided by Legal & General.

Legal & General understands that you may find it hard to pay your monthly premiums right now, and wants to help you stay protected.

If you’ve missed or cancelled a payment, you’ll remain covered by your policy for 60 days from the date of your first missed premium (this is the day your payment would have been collected). This will give you time to bring your account up to date.

If you’re concerned about your finances due to the impact of COVID-19, you may be able to take a payment holiday*. A payment holiday lets you take a three month break from the date of your first missed premium. You’ll remain covered by your policy, subject to your policy terms and conditions – giving you some breathing space.

To find out how payment holidays work, go to Legal & General’s dedicated payment page for more details: https://www.legalandgeneral.com/coronavirus/payments/

*Eligibility criteria apply

Coronavirus guidance and advice: Public Liability

We’re aware that our small business customers may have concerns in relation to the impact of COVID-19 on their business.

Firstly, we advise all customers to follow the latest Government guidance https://www.gov.uk/health-and-social-care/health-protection-infectious-diseases

Our commercial policies cover a range of specified diseases. However, we don’t provide cover for losses or interruption caused by the Coronavirus (COVID-19).

Our small business customers have access to a legal advice helpline through their Churchill public liability cover. Customers with questions relating to their legal obligations in relation to their commercial contracts for example, can seek advice through the helpline. Please refer to your policy documents for contact details.

In addition, the UK Government has announced a range of financial measures to support businesses through the COVID-19 pandemic.

Follow this link for more details on how to access this support: https://www.gov.uk/government/publications/guidance-to-employers-and-businesses-about-covid-19/covid-19-support-for-businesses

For business-specific queries, call 0345 878 8194

The Financial Conduct Authority (FCA) has commenced a test case in the High Court to determine how some insurance policies, which don’t require damage to property, react to Business Interruption claims resulting from losses due to COVID-19. Once the hearing is concluded, a court ruling will be made. Churchill Business / Direct Line for Business standard policies are not affected by the outcome of the test case. The FCA website has useful information on the topic of COVID-19 and business interruption insurance which will be kept up to date on developments.