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.

What to do if your pipes have frozen

If the pipes in your home have frozen, just follow these quick steps to help prevent or limit any damage. Watch our short video, or see the steps shown below.

Help prepare your home for freezing weather

  1. Ok. First things first – turn the water off, drain the system and leave the taps open.
  2. A good way to thaw out frozen pipes is to use a hairdryer. Just run the hairdryer up and down the pipes a section at a time. If you’ve found a leak, put something underneath to collect water. Only use a hairdryer when safe to – being very careful if near water. If the pipe is damaged, the water could spray up and cause electrocution.
  3. If you’d rather, you could use a hot water bottle tied to the pipes with a towel. But whatever you do, don’t use a naked flame like a blow torch to thaw your pipes as you could cause some serious damage.
  4. If your pipes thaw and they don’t seem to be damaged, slowly open your stopcock until water starts running through the taps again. Then you can turn your taps off.
  5. If your pipes have burst and you need help, call our helpline on 0345 603 3590 and our team will talk you through what to do..

Frozen pipe pdf

Freezing Weather Emergency

Find out how to drain a waterlogged ceiling if a frozen pipe has burstr

How to claim

Find out how to claim if your home’s been damaged by a storm this winter