Coronavirus (COVID-19) update

Last updated: 31st 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.

Help prevent flood damage

If there’s been a flood alert there are a few simple things that you can do to help limit flood damage. Remember, you don’t have to live in or near a floor risk area to be affected by flooding, heavy rain can also overwhelm drainage systems. Just watch our short video, or see the steps shown below.

Steps to take

  1. Find out if your home is in a flood risk area. You can do that by contacting the environment agency. You can also sign up for free flood text alerts. During prolonged heavy rain listen to local radio or television for warnings.
  2. Keep your important documents such as insurance policies, bank details, useful contact numbers in a dry, easy to-get-to place, upstairs is best.
  3. You also need to make sure you can turn anything off in case you need to at short notice. Check you can get to your electricity mains or gas tap and only turn them off if it’s safe to.
  4. You can use sandbags to block doorways and air-bricks to help stop water getting inside. If you don’t have sandbags, you can fill heavy-duty bin bags or plastic bags with sand or earth.
  5. Help reduce damage by putting things in higher places, or moving them upstairs. If there’s time, roll up rugs and put them in a dry place. Take down curtains or lift them over their curtain rails to keep them out of the way.
  6. You could make a flood emergency kit. Things worth including are: key personal documents, a torch, radio – and extra batteries. Warm clothing, blankets, rubber gloves and boots could come in handy. As could cleaning equipment. Include a first aid kit and anything else you couldn’t do without. Also, keep a stock of food, can opener and bottled water handy. And maybe have a plan in mind if you’re advised to leave your home because of flooding.

Download the help guide

More prevention tips

Now that you’ve prepared for floods why not help make sure your home is prepared for other weather events?

Flood Emergencies

What to do should a flood hit