Coronavirus (COVID-19) update

Last updated: 27th March 2020

Following the Government’s announcement asking everyone to stay at home, we’re making some changes to the way we work to make sure we’re looking after our people and our customers. We’re setting up as many of our colleagues as possible to work from home, but this will take a few days.

In the short-term, we’re only accepting new business online. That means new customers can’t buy insurance over the phone.

Existing customers: Please don’t phone unless it’s absolutely necessary.

We need to prioritise:

  • Customers who have an urgent claim, for example your car is undrivable following an accident, you are injured, or your home is uninhabitable.
  • Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.

If you have questions about your renewal or want to make a change to your policy, you can use our virtual assistant. If your policy is due to renew in the next week and you haven’t opted for auto-renewal, please call us. If you have opted for auto-renewal, please make sure your insurance still meets your needs.

For more information and frequently asked questions about COVID-19, go to our Coronavirus help and support page.

Managing floods in the UK

Floods are natural events caused by heavy rainfall or high tides. Over two million properties in England and Wales are at risk of flooding. Due to factors such as climate change, this number is likely to increase. This is why home insurance is a must.

Floods can be hazardous but, through effective flood risk management, we can reduce damages by taking precautionary measures.

For help and advice during a flood, call Floodline on 0345 988 1188 for the latest information and stay tuned to local radio.

Source: Environment Agency website. January 2006.

Following a flood

If your home has been flooded:

  • Do not use your electrical or gas supply until it has been checked by a qualified tradesman
  • Do not lift wet carpets unless absolutely necessary as they may shrink
  • Wash taps and run them for a few minutes before use
  • Open doors and windows to ventilate the house but make sure your house and valuables are secure
  • There’s always the chance of another flood. Restock any supplies that you have used as soon as possible
  • Check with the claims team if you need to move to alternative accommodation as the cost is normally covered under your insurance policy. They will also need to know how to contact you
  • Do not rush to redecorate your home as it can take weeks for a flood-damaged property to fully dry out
  • If your property is damaged call our 24 hour emergency helpline on 0345 603 3590 as soon as possible
  • Take photographs of the damage to your building and contents; they may help with the settlement of your claim
  • Don’t throw away ruined possessions; they will need to be assessed