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.

How to help insulate and protect your home

If a cold spell is on its way, there are a few simple actions you can take to help prevent the pipes in your home from freezing and causing damage. Just watch our short video, or see the steps shown below.

Help prepare your home for freezing weather

  1. Prepare pipes for icy weather by insulating them with lagging. Don’t forget the corners. Make sure you’ve lagged any pipes you might have outside. Check to make sure your loft insulation is thick enough. It should be around 10 inches deep. Also, make sure that your water tank is covered – but not underneath, so warm air can circulate.
  2. Find your main stopcock and make sure that you can turn it on and off.
  3. If you have any taps that have a tendency to drip, now’s the time to fix them. This will help prevent problems when the wintery weather comes. And don’t forget any taps that are outside. Also, check to make sure your boiler has been serviced by a Gas Safe professional, preferably in the summer to give you enough time to have any work done before the cold weather sets in.
  4. Try and insulate your home – fit draught proofing to any gaps in windows or doors and make sure wall cavities are well insulated.
  5. If you’re away from home for a few days keep the heating on at a low level – about 15 degrees – throughout. If you’re away for a longer period of time it might be wise and more cost effective to shut down the system completely, turn off all the mains, stopcocks and drain down pipes, toilets and radiators.

Freezing pdf

More prevention tips

Now that you’re prepared for freezing weather why not make sure your home is prepared for other weather events?

Freezing Weather Emergencies

Find out what you can do if your pipes freeze and burst