Coronavirus (COVID-19) update
We’re working from home and here to help
We want to reassure you we are still open for business and we will be operating as normally as possible for as long as possible. All of our staff are set up to work from home. If you need to speak with us, whether it be regarding your account, your claim or if you’re struggling with premium payment instalments, we’re here to help.
To help us prioritise more urgent calls while we transition our staff to working from home, please use your online account to manage your policy if you can. Alternatively, we may have already answered your query in our FAQs, or you can speak to us via Live Chat.
Please note that we'll also be suspending printing during the lockdown period, so all policy documents will be available via your online account.
While we will work our hardest to provide the best service we can during these uncertain times, please only call us if it’s absolutely necessary.
Here are a few other things to note:
Where possible please refrain from making payments by cheque and look to do this by card payment (or Bacs for business customers).
For our B2B customers, please continue to contact us as you would normally do either via e-mail or over the phone, landline or mobile.
We have also taken the decision to temporarily change our contact centre opening hours with effect from Monday 23rd March 2020. Our phone lines will only be available at the following times –
Monday: 08:00 to 18:00
Tuesday: 08:00 to 18:00
Wednesday: 08:00 to 18:00
Thursday: 08:00 to 18:00
Friday: 0800 to 18:00
Saturday and Sunday: Closed
Making a claim
Our insurers have informed us that their Claims Departments are open as normal. However, under the current circumstances, the majority of their teams are working from home and possibly with reduced numbers depending on whether people have been affected by Coronavirus.
This means that call wait times and claim settlement times may be slightly longer than normal.
Please be assured that we and our insurers will still do everything we can to help.
If your call is non-essential, it would be helpful if you could review our FAQs before calling to keep wait times to a minimum.
You can find the claim numbers and opening hours for your policy by visiting our claims centre.
Premium Credit are currently operating with limited staff due to coronavirus. In the first instance, It would be helpful if you could review their FAQs before calling to keep wait times to a minimum. Thank you for your understanding.
Not found the answer to your question? You might find the FAQ you're looking for here: