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.

Draining waterlogged ceilings

If a pipe has burst or the roof has leaked and you’ve got water gathering in the ceiling, you can help limit further damage by following a few straightforward steps. Just watch the short video, or see the steps shown below.

Steps required

  1. Turn the water supply off at the stopcock, and the electrics off at the mains.
  2. Get a bucket and put it underneath where the plaster is bulging.
  3. Take a screwdriver or broom handle and taking care to avoid any electrical wiring, puncture the ceiling above the bucket so the water can come through. This will help stop the ceiling from sagging and causing more damage. Instead you might only be left with a small hole to fill once the ceiling has dried out.

Download the help guide

Ways to prepare

Find out how to prepare for this season with our handy guides

Make a claim

Find out how to claim if your home’s been damaged by burst pipes this winter