We’re working from home and here to help

If you need to speak with us, we’re here. We’re working hard to provide the best service we can, but we’re still receiving a high volume of calls. It would really help our staff if you could use your online account (for car & home customers), our Live Chat or the below FAQs to find what you need. If your query is more urgent, give us a call – but please only do so if it’s absolutely necessary. For more information around making claims, accessing your policy documents and how to get in touch, click here.

If your insurance premium is paid by direct debit, it is likely to be arranged through Premium Credit Limited.  We are very happy to review your current insurance requirements to see how your policy may be adjusted to help with your monthly payments. Where we adjust your policy in these circumstances, we will waive our adjustment fee.

Opening hours

Our contact centre opening hours are as follows:

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

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Most Popular Answers

  • If you’re looking for information regarding the coronavirus and car insurance, you may find the answers to your questions here. 

    If you still can't find what you're looking for, other ways to get help and information include visiting the claims centre, logging into your online account or speaking to us on Live Chat.

    My vehicle usage has changed due to coronavirus – do I need to let you know?

    If your vehicle usage has changed due to the coronavirus pandemic - for example, you now drive to work rather than using public transport – you will be automatically covered for commuting and driving to multiple work locations without needing to update your car insurance policy

    If you now require commercial travelling use - for example, to make deliveries for Amazon or take-away food - you will need to contact us to update your policy. We will not charge an amendment fee for this change but there may be an additional premium from your insurer.  This does not apply if you are only making deliveries as a volunteer, in which case you will automatically be covered and do not need to contact us.

    How to update your car insurance policy.

    I am driving as a volunteer helping people who are self-isolating – is my car insurance still valid?

    If you are driving as a volunteer and supporting people who are self-isolating, your car insurance policy will still be valid and no amendment is required.

    I need to amend policy details (for example occupation or mileage) as a result of COVID-19 – what should I do?

    If the amendment is an occupation change directly as a result of the coronavirus pandemic (for example, if you have become unemployed or are now doing a different job) you will automatically be covered under your car insurance policy and do not need to contact us.

    Should the change become permanent after the lock-down period has ended, please contact us so we can update your policy.

    If the change is for something else, please get in touch – we will process the amendment as usual but waive our administration fee – if there is an additional premium from your insurer for the change, we may be able to reduce or remove this but will need to review based on your individual circumstances.

    How to update your car insurance policy.

    I have to self-isolate – can I pause my car insurance?

    Unfortunately we are not able to pause your car insurance policy.

    However, providing no claim has been made, you can cancel your policy if you need to and we will waive our usual cancellation fee, although it may impact this years No Claims Bonus 

    If your driving situation has changed due to COVID-19, please call us on 0333 234 1552 to discuss your cover options and find out if there will be a more long-term, cost-effective solution than cancelling your policy.

     Please remember that if you are temporarily taking your car off the road as a result of the coronavirus pandemic, you still need to register the vehicle as SORN with DVLA.

    My car’s MOT has expired, or is about to expire, and I am unable to arrange a test due to COVID-19.  Can I still use my car and will I be covered under my insurance policy?

    Annual MOT tests for cars, motorcycles and vans have been suspended for up to six months from 30 March 2020 so you do not have to do anything, and your MOT renewal date will automatically be extended. Therefore, you can continue to use your car as normal and your insurance will not be affected.

    My vehicle is now at a different address due to self-isolation or other COVID-19 related circumstances – do I need to do anything?

    If you are temporarily staying at a different address as a result of coronavirus pandemic, for example due to self-isolation, you will automatically be covered under your car insurance policy. 

    In addition, if you are unable to recover your vehicle, for example from an airport car park, once again you will be automatically covered and do not need to contact us.

     However, if your change of address needs to continue after the lock-down period has ended, please contact us so we can update your policy.

    Endsleigh are offering additional support to key workers and volunteers during the lockdown period by paying their excess in the event they have an accident – when does this apply?

    If you have an accident during the government-recognised coronavirus lock-down period, and you are driving for either of the following two reasons, Endsleigh will pay the policy excess on your behalf:

    • Driving to a work in a critical role (as recognised by the government)
    • Driving in relation to volunteer work as a result of the COVID-19 crisis – for example, obtaining food or medicine for someone unable to leave their home.

    If you have an accident whilst driving for either of these reasons and need to make a claim under your Endsleigh policy, please contact us as soon as you can and we will make arrangements with your insurer to pay the excess.

    I need to self-isolate – can someone else drive my car, such as to pick up or drop off supplies?

    If the person who needs to use your car has their own insurance policy, they may have ‘driving other cars’ (DOC) cover already in place.

    We have included some brief information about DOC below but we would strongly recommend the person looking to use your car checks with their own insurer first to make sure they have the cover.  We would also remind you that this cover is usually on a third party only basis so there would be no cover for any damage they did to your own car.

    If the person does not have DOC or you would like them to be insured comprehensively on your car, you will need to arrange for them to be added as a named driver to your car insurance policy.

    During the coronavirus lock-down period, we will add the additional driver to the policy without charging our usual amendment fee but there may be an additional premium charged by your insurer.

    Please note we will only be able to add the additional driver if they are acceptable to your insurer (for example, if they are aged under 25, several of our insurers will not allow them to be added to your policy).

    What is ‘driving other cars’ cover?

    Driving other cars (DOC) is a cover provided by some insurers on a comprehensive car insurance policy to enable drivers to use someone else’s car temporarily.

    However, if it is included there are usually specific terms and conditions that the policy holder must comply with, for example:

    • Usually DOC cover will only apply in an emergency, rather than just day-to-day use of someone else’s car
    • There is sometimes an age limit, meaning that cover won’t apply to drivers under the age of 25
    • If the driver is allowed to drive other cars under their insurance policy, this will usually be on a third party only basis

    My car is due for repairs following an insurance claim, but I’m in self-isolation – what do I do?

    Please contact the relevant claims team to let us know that you will be unable to bring your cars to the garage for repairs. We will then contact you to re-arrange repairs once your self-isolation period has ended.

    Visit the claim centre.

    My car is awaiting repairs following a claim – will this take longer because of the lockdown?

    Our insurers have informed us that their Claims Departments are open as normal. However, under the current circumstances, the majority of their teams will be 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. 

    If I break down, will my car still be recovered under my emergency breakdown policy with RAC?

    RAC are currently still rescuing customers who break down at the road side.

    You can find the most recent information from RAC as the situation develops here.

     

    Last updated: 24 April 2020


  • You can log in to your online account here.  To enable you to log onto your online account you will need your personal information and details of the insured product such as car registration and post code. 

    Can I reset my password online?

    You can reset your password at any time by clicking on the forgotten password link on the log in page. The username to your online account is usually your email address. If you can't remember your username contact us on the Webchat facility and we can remind you of this.

    It's important to protect your personal information, especially when stored online. Most websites ask you to do this by choosing a password. Unfortunately, if your password is 'weak' it can be guessed by other people or computers and your account may not be protected. 

    Take a look at our helpful tips on creating a strong password.

     

  • We offer our customers a convenient way to pay for their policy. Using our preferred provider, Premium Credit Limited (PCL), you have the option of setting up a Direct Debit facility. This means that you pay a deposit (if applicable) and pay the balance of your premium over equal monthly instalments.

    About Premium Credit Limited (PCL)

    We solely use PCL to provide finance to Endsleigh customers. We may receive a commission for introducing customers to them. Please note, any information we provide you with does not constitute advice or a personal recommendation. Your personal information and the bank details you provide to us will be passed to them and they will contact you via mail, email or text. Credit is subject to status and they may use a credit reference agency that leaves a record of the search, or other information about you, to carry out credit and anti-money laundering checks. PCL may also make credit assessments based upon any previous payment history you may have had with them.

    1. Who is PCL?

    PCL is Endsleigh’s chosen provider for its monthly payment facility. With more than 2 million customers, processing more than 25 million direct debits and £3.7 billion in advances through 4,000 intermediaries, PCL has been recognised as the number 1 Insurance Premium Finance Company in the UK and Ireland*. (*Source PCL website – December 2014)

    2. Why do we have to deal with PCL – why not just Endsleigh?

    Endsleigh’s expertise is in arranging insurance policies; we are not a premium financing company and therefore, we do not have “lending” permissions from the Financial Conduct Authority. This means that we cannot provide the financing to facilitate a Direct Debit payment plan, therefore we introduce our customers to PCL. For clarity of description PCL is “The Lender” whilst Endsleigh acts as a “Credit Broker”.

    3. Can anyone make use of the monthly payment plan facility?

     Credit is subject to status. To be eligible, customers must: - be 18 years old or over. - hold a UK bank account (capable of accepting Direct Debit instructions). - not have been declared bankrupt in the last 12 months. - not have entered into an Individual Voluntary Arrangement (IVA). - not had 2 or more unsatisfied County Court Judgments (CCJs)* against them in the last 12 months. - not had more than 3 unsatisfied County Court Judgments (CCJs)* in the last 2 years. * or any other judgment(s) in relation to debt

    4. Why do I need to sign the PCL credit agreement?

    It is important the loan agreement is signed. A fee of £10 may be charged where the agreement is not signed and returned to PCL within the specified period of time. Full details of the agreement will be supplied by PCL as part of the setting up of the credit agreement.

    5. How do I sign the PCL credit agreement?

    The easiest way to sign the credit agreement is online. By following the link www.uk.mypremiumcredit.com/ Account/Login, you will be able to register your account and sign the agreement. Once your account has been set up, you will be able to track and manage your payments, as well as update your personal details. Should you not sign the agreement online, a copy will be sent out to you in the post for you to sign and return.

    6. What name will I see collecting payment on my bank statement?

    Your

  • If you’re looking for information regarding the coronavirus and your block halls possessions policy, you may find the answers to your questions here. 

    If you still can't find what you're looking for, other ways to get help and information include visiting our claims centre, logging into your online account or speaking to us on Live Chat.

    Have you left your possessions inside your room?

    We know you might have left your accommodation at short notice and returned home, and you might not have taken all of your possessions with you. Normally, we won’t pay a claim if you leave your belongings in a place nobody is living in for more than 60 days, but we’ve removed this condition for the rest of your policy year. This means if you’ve left some of your belongings behind at university you’ll still be able to make a claim, even if nobody is living at you student address.  

    Are your possessions covered when you are travelling home?

    When you are travelling home, you may be carrying important items. We’ve increased your cover for theft whilst you’re travelling home up to £500 per bag of possessions. Cover only applies within the UK.

    Have your possessions been put into storage at your accommodation?

    Your accommodation provider may have put your possessions into secure storage for you. Please be reassured that cover for these items will still apply in storage and this includes all items up to the limits on your policy certificate. Please see the link below to view your policy certificate.

    Are you living in temporary accommodation?

    If you have been moved into temporary accommodation elsewhere, the block possessions policy will still cover you and you can still make a claim if you need to. This is to make sure you receive the same protection you had when you were in your designated student accommodation.

    If you do need to make a claim;

    Our specialist claims team are still running at full capacity. We wanted to provide a reminder on how you can make a claim under this policy:

    • Claims can be registered 24 hours a day, 365 days a year by reporting them online via www.endsleigh.co.uk/claim-centre/
    • Endsleigh’s Claims Service is open five days a week, Monday to Friday 9:00am-5:30pm; Phone number - 0800 923 4042. This number will be directed to an out of hours support service outside of these times.

    To access your policy information please click here.

    Last updated: 01 April 2020

  • If you do not want your insurance policy to automatically renew, you'll need to contact us before your policy renewal date. Please contact us on 0333 234 1552 to discuss your renewal. 

     

  • If you need to change your cover details, you may be able to do this quickly and easily via your online account. It could even reduce your administration fee to make the change online.

    You can access your online account here.

    If you are unable to carry out your required change online, please call us on 0333 234 1552.  You can also speak to us on Live Chat via our website. 

  • If you’re looking for information regarding the coronavirus and travel insurance, you may find the answers to your questions here. 

    If you still can't find what you're looking for, other ways to get help and information include visiting our claims centre, logging into your online account or speaking to us on Live Chat.


    I’m worried about coronavirus - if I cancel my trip, will I be covered?

    Check whether your travel destination has been affected here.

    If you have a policy number starting with BN9, IS9, NG9, NS9 or SG9, under the following circumstances:

    1. My trip has been cancelled because the FCO (or equivalent government or national authority or the World Health Organisation) has advised against all travel or all but essential travel.

    You can cancel your policy and receive a full refund (subject to no claims made or pending on the policy).

    2. I am disinclined to travel due to concerns / fear around coronavirus.

    You can cancel your policy and receive a pro-rata refund (subject to no claims made or pending on the policy).


    I have an Endsleigh policy and need to cancel my trip to an area that the FCO have advised against travelling to. What should I do?

    If you have a travel policy starting with SL9, SA9, MT9 or GY9, you should contact your travel claims team if you are affected by one of the following circumstances:

    • You are due to travel to an area where a regulatory body has advised against travel to and you have costs that will not be covered by your tour operator or transport provider. Your claims handler will request written evidence detailing this and any refunds you have received, so contact your tour operator and / or transport and accommodation provider first to see if they will refund any costs.
    • You are unable to commence your trip due to a compulsory quarantine or a regulatory authority advising you not to leave your home. You should also contact your claims team if the area you are due to travel to is ‘locked down’ due to quarantine.
    • You have a pre-existing medical condition and a medical practitioner has advised you not to travel due to a risk to your health.
    • You are due to travel to an area where you will need to self-isolate upon return.


    If you have a policy number starting with BN9, IS9, NG9, NS9 or SG9, under the following circumstances:

    • I am due to travel and I have symptoms of coronavirus or have been diagnosed with the condition.
    • I am due to travel and a close relative has symptoms of Coronavirus or has been diagnosed with the condition.
    • I am unable to travel due to compulsory quarantine by a medical practitioner advising me not to leave my home.
    • My child is due to go on a school trip, but staff member(s) have been placed in compulsory quarantine by a medical practitioner and the trip can no longer go ahead.
    • I am unable to travel because I work in the armed forces, police, nursing or ambulance services and my annual leave has been cancelled for operational reasons.


    In the first instance you should speak to your accommodation / transport provider to defer, rearrange or cancel your trip. Alternatively you can contact your credit card provider to recover costs if the trip was paid for via this means.

    If you purchased your policy prior to 4.27pm on 11th March 2020 and have any costs you are unable to recover, contact our claims team to submit a claim. For full details of how to submit a claim, please refer to you policy documentation under “Claims Conditions”.

    The policy does not cover cancellation for the following events:

    • I am due to travel to a country or region that the Foreign and Commonwealth Office or equivalent government or national authority, or the World Health Organisation has advised against travelling to.
    • My airline has cancelled my flight due to the Coronavirus, but the Foreign and Commonwealth Office has not advised against travel to that country or region.
    • My visa has been suspended due to the Coronavirus and I am unable to travel as planned.
    • I am unable to travel due to a regulatory authority advising me not to leave my home i.e. “lock down”.
    • I have voluntarily chosen to “self-isolate” without orders from a medical practitioner and am unwilling to travel.
    • My child is due to go on a school trip, but the school has closed following government advice.
    • I am disinclined to travel due to concerns / fear around Coronavirus.
    • I am due to travel to an area where I will need to self-isolate upon return.
    • I am due to travel, but the main purpose of the trip was to attend an event that has now been cancelled or visit an attraction that is now closed.


    Known circumstances/events at the start date of your cover. Effective from 4.27pm on 11th March 2020, Coronavirus (Covid-19) was declared a pandemic by the World Health Organisation and became a global known event. All policies sold after this time (or new trips booked under existing policies) will not cover claims under the ‘Cancellation or curtailment charges’ section due to Coronavirus (Covid-19).

    You should speak to your accommodation / transport provider to defer, rearrange or cancel your trip.

    Alternatively you can contact your credit card provider to recover costs if the trip was paid for via this means.

    Visit our claims centre.

    Please note: Cancellation is not covered if you decide not to travel to an area for which there is no regulatory advice in place.


    Where do I stand if my airline has cancelled my flight?

    If you have a policy number starting with BN9, IS9, NG9, NS9 or SG9 and you have been affected by the following circumstances, you will be provided with cover as follows:

    1. I have symptoms of coronavirus or have been diagnosed with the condition.

    Your cover will be automatically extended without any charge for the period of the delay up to a maximum of 30 days.

    2. I have been quarantined to my accommodation, but I have not been diagnosed with coronavirus

    Your cover will be automatically extended without any charge for the period of the delay up to a maximum of 14 days.

    3. My journey home has been delayed for reasons outside of my control.

    Your cover will be automatically extended without any charge for the period of the delay up to a maximum of 14 days.

    For Chinese students studying in the UK, your cover will be automatically extended without any charge for the period of the delay up to and including 31st March 2020.


    I'm in UK quarantine and need to cancel my trip. Can I claim for cancellation?

    If you have a travel policy starting with SL9, SA9, MT9 or GY9, you should contact your travel claims team if you are affected by one of the following circumstances:

    • You are due to travel to an area where a regulatory body has advised against travel to and you have costs that will not be covered by your tour operator or transport provider. Your claims handler will request written evidence detailing this and any refunds you have received, so contact your tour operator and / or transport and accommodation provider first to see if they will refund any costs.
    • You are unable to commence your trip due to a compulsory quarantine or a regulatory authority advising you not to leave your home. You should also contact your claims team if the area you are due to travel to is ‘locked down’ due to quarantine.
    • You have a pre-existing medical condition and a medical practitioner has advised you not to travel due to a risk to your health.
    • You are due to travel to an area where you will need to self-isolate upon return.


    If you have a policy number starting with BN9, IS9, NG9, NS9 or SG9, under the following circumstances:

    • I am due to travel and I have symptoms of coronavirus or have been diagnosed with the condition.
    • I am due to travel and a close relative has symptoms of Coronavirus or has been diagnosed with the condition.
    • I am unable to travel due to compulsory quarantine by a medical practitioner advising me not to leave my home.
    • My child is due to go on a school trip, but staff member(s) have been placed in compulsory quarantine by a medical practitioner and the trip can no longer go ahead.
    • I am unable to travel because I work in the armed forces, police, nursing or ambulance services and my annual leave has been cancelled for operational reasons.


    In the first instance you should speak to your accommodation / transport provider to defer, rearrange or cancel your trip. Alternatively you can contact your credit card provider to recover costs if the trip was paid for via this means.

    If you purchased your policy prior to 4.27pm on 11th March 2020 and have any costs you are unable to recover, contact our claims team to submit a claim. For full details of how to submit a claim, please refer to you policy documentation under “Claims Conditions”.

    The policy does not cover cancellation for the following events:

    • I am due to travel to a country or region that the Foreign and Commonwealth Office or equivalent government or national authority, or the World Health Organisation has advised against travelling to.
    • My airline has cancelled my flight due to the Coronavirus, but the Foreign and Commonwealth Office has not advised against travel to that country or region.
    • My visa has been suspended due to the Coronavirus and I am unable to travel as planned.
    • I am unable to travel due to a regulatory authority advising me not to leave my home i.e. “lock down”.
    • I have voluntarily chosen to “self-isolate” without orders from a medical practitioner and am unwilling to travel.
    • My child is due to go on a school trip, but the school has closed following government advice.
    • I am disinclined to travel due to concerns / fear around Coronavirus.
    • I am due to travel to an area where I will need to self-isolate upon return.
    • I am due to travel, but the main purpose of the trip was to attend an event that has now been cancelled or visit an attraction that is now closed.

    Known circumstances/events at the start date of your cover. Effective from 4.27pm on 11th March 2020, Coronavirus (Covid-19) was declared a pandemic by the World Health Organisation and became a global known event. All policies sold after this time (or new trips booked under existing policies) will not cover claims under the ‘Cancellation or curtailment charges’ section due to Coronavirus (Covid-19).

    You should speak to your accommodation / transport provider to defer, rearrange or cancel your trip.

    Alternatively you can contact your credit card provider to recover costs if the trip was paid for via this means.

    Visit our claims centre.

    Please note: Cancellation is not covered if you decide not to travel to an area for which there is no regulatory advice in place.


    What happens if I get coronavirus whilst I'm away?

    If you have a policy number starting with BN9, IS9, NG9, NS9 or SG9 and you have been affected by the following circumstances, you will be provided with cover as follows:

    1. I have symptoms of Coronavirus or have been diagnosed with the condition.

    Your cover will be automatically extended without any charge for the period of the delay up to a maximum of 30 days.

    2. I have been quarantined to my accommodation, but I have not been diagnosed with coronavirus

    Your cover will be automatically extended without any charge for the period of the delay up to a maximum of 14 days.

    3. My journey home has been delayed for reasons outside of my control.

    Your cover will be automatically extended without any charge for the period of the delay up to a maximum of 14 days.

    For Chinese students studying in the UK, your cover will be automatically extended without any charge for the period of the delay up to and including 31st March 2020.

     

    If I have coronavirus before I'm due to travel, can I cancel my trip?

    If you have a travel policy starting with SL9, SA9, MT9 or GY9, you should contact your travel claims team if you are affected by one of the following circumstances:

    • You are due to travel to an area where a regulatory body has advised against travel to and you have costs that will not be covered by your tour operator or transport provider. Your claims handler will request written evidence detailing this and any refunds you have received, so contact your tour operator and / or transport and accommodation provider first to see if they will refund any costs.
    • You are unable to commence your trip due to a compulsory quarantine or a regulatory authority advising you not to leave your home. You should also contact your claims team if the area you are due to travel to is ‘locked down’ due to quarantine.
    • You have a pre-existing medical condition and a medical practitioner has advised you not to travel due to a risk to your health.
    • You are due to travel to an area where you will need to self-isolate upon return.


    If you have a policy number starting with BN9, IS9, NG9, NS9 or SG9, under the following circumstances:

    • I am due to travel and I have symptoms of coronavirus or have been diagnosed with the condition.
    • I am due to travel and a close relative has symptoms of Coronavirus or has been diagnosed with the condition.
    • I am unable to travel due to compulsory quarantine by a medical practitioner advising me not to leave my home.
    • My child is due to go on a school trip, but staff member(s) have been placed in compulsory quarantine by a medical practitioner and the trip can no longer go ahead.
    • I am unable to travel because I work in the armed forces, police, nursing or ambulance services and my annual leave has been cancelled for operational reasons.

    In the first instance you should speak to your accommodation / transport provider to defer, rearrange or cancel your trip. Alternatively you can contact your credit card provider to recover costs if the trip was paid for via this means.

    If you purchased your policy prior to 4.27pm on 11th March 2020 and have any costs you are unable to recover, contact our claims team to submit a claim. For full details of how to submit a claim, please refer to you policy documentation under “Claims Conditions”.

    The policy does not cover cancellation for the following events:

    • I am due to travel to a country or region that the Foreign and Commonwealth Office or equivalent government or national authority, or the World Health Organisation has advised against travelling to.
    • My airline has cancelled my flight due to the Coronavirus, but the Foreign and Commonwealth Office has not advised against travel to that country or region.
    • My visa has been suspended due to the Coronavirus and I am unable to travel as planned.
    • I am unable to travel due to a regulatory authority advising me not to leave my home i.e. “lock down”.
    • I have voluntarily chosen to “self-isolate” without orders from a medical practitioner and am unwilling to travel.
    • My child is due to go on a school trip, but the school has closed following government advice.
    • I am disinclined to travel due to concerns / fear around Coronavirus.
    • I am due to travel to an area where I will need to self-isolate upon return.
    • I am due to travel, but the main purpose of the trip was to attend an event that has now been cancelled or visit an attraction that is now closed.

    Known circumstances/events at the start date of your cover. Effective from 4.27pm on 11th March 2020, Coronavirus (Covid-19) was declared a pandemic by the World Health Organisation and became a global known event. All policies sold after this time (or new trips booked under existing policies) will not cover claims under the ‘Cancellation or curtailment charges’ section due to Coronavirus (Covid-19).

    You should speak to your accommodation / transport provider to defer, rearrange or cancel your trip.

    Alternatively you can contact your credit card provider to recover costs if the trip was paid for via this means.

    Visit our claims centre.

    Please note: Cancellation is not covered if you decide not to travel to an area for which there is no regulatory advice in place.

     

    What should I do if the company I booked my trip with are no longer trading?

    If you have travel insurance in place already, you can contact us to make a claim. We cover for airline financial failure, cancellation etc.


    My destination country has closed its borders due to coronavirus - does my insurance cover me?

    No, unfortunately we won't cover to anywhere the FCO has advised against travelling to.

    What happens if the UK is on lock down and refuses my re-entry?

    If you have a policy number starting with BN9, IS9, NG9, NS9 or SG9 and you have been affected by the following circumstances, you will be provided with cover as follows:

    1. I have symptoms of Coronavirus or have been diagnosed with the condition.

    Your cover will be automatically extended without any charge for the period of the delay up to a maximum of 60 days (or until you return home, whichever is the earlier). This extends to all sections of cover.

    2. I have been quarantined to my accommodation, but I have not been diagnosed with coronavirus

    Your cover will be automatically extended without any charge for the period of the delay up to a maximum of 60 days (or until you return home, whichever is the earlier). This extends to all sections of cover.

    3. My journey home has been delayed for reasons outside of my control.

    Your cover will be automatically extended without any charge for the period of the delay up to a maximum of 60 days (or until you return home, whichever is the earlier). This extends to all sections of cover.

    4. I am an international student studying in the UK and my journey home has been delayed for reasons outside of my control.

    Subject to you remaining within the terms of your visa, cover will be automatically extended without any charge for the period of the delay up to a maximum of 60 days (or until you leave the UK, whichever is the earlier). This extends to all sections of cover.

    For Chinese students studying in the UK, your cover will be automatically extended without any charge for the period of the delay up to and including 30th April 2020.


    What dates am I covered for the coronavirus on my travel insurance?

    You will be covered for the dates outlined on your policy, unless you are stuck overseas in which case we will provide cover up to the amounts stated on the policy. We will not provide cover if you choose to travel to a country where advice is already in place, or where you've made the decision to leave a country where there is not advice in place.


    I have a health condition which is pre-existing and don't want to travel. Will my insurance cover me?

    If you have a travel policy starting with SL9, SA9, MT9 or GY9, you should contact your travel claims team if you are affected by one of the following circumstances:

    • You are due to travel to an area where a regulatory body has advised against travel to and you have costs that will not be covered by your tour operator or transport provider. Your claims handler will request written evidence detailing this and any refunds you have received, so contact your tour operator and / or transport and accommodation provider first to see if they will refund any costs.
    • You are unable to commence your trip due to a compulsory quarantine or a regulatory authority advising you not to leave your home. You should also contact your claims team if the area you are due to travel to is ‘locked down’ due to quarantine.
    • You have a pre-existing medical condition and a medical practitioner has advised you not to travel due to a risk to your health.
    • You are due to travel to an area where you will need to self-isolate upon return.


    If you have a policy number starting with BN9, IS9, NG9, NS9 or SG9, under the following circumstances:

    • I am due to travel and I have symptoms of coronavirus or have been diagnosed with the condition.
    • I am due to travel and a close relative has symptoms of Coronavirus or has been diagnosed with the condition.
    • I am unable to travel due to compulsory quarantine by a medical practitioner advising me not to leave my home.
    • My child is due to go on a school trip, but staff member(s) have been placed in compulsory quarantine by a medical practitioner and the trip can no longer go ahead.
    • I am unable to travel because I work in the armed forces, police, nursing or ambulance services and my annual leave has been cancelled for operational reasons.

    In the first instance you should speak to your accommodation / transport provider to defer, rearrange or cancel your trip. Alternatively you can contact your credit card provider to recover costs if the trip was paid for via this means.

    If you purchased your policy prior to 4.27pm on 11th March 2020 and have any costs you are unable to recover, contact our claims team to submit a claim. For full details of how to submit a claim, please refer to you policy documentation under “Claims Conditions”.

    The policy does not cover cancellation for the following events:

    • I am due to travel to a country or region that the Foreign and Commonwealth Office or equivalent government or national authority, or the World Health Organisation has advised against travelling to.
    • My airline has cancelled my flight due to the Coronavirus, but the Foreign and Commonwealth Office has not advised against travel to that country or region.
    • My visa has been suspended due to the Coronavirus and I am unable to travel as planned.
    • I am unable to travel due to a regulatory authority advising me not to leave my home i.e. “lock down”.
    • I have voluntarily chosen to “self-isolate” without orders from a medical practitioner and am unwilling to travel.
    • My child is due to go on a school trip, but the school has closed following government advice.
    • I am disinclined to travel due to concerns / fear around Coronavirus.
    • I am due to travel to an area where I will need to self-isolate upon return.
    • I am due to travel, but the main purpose of the trip was to attend an event that has now been cancelled or visit an attraction that is now closed.

    Known circumstances/events at the start date of your cover. Effective from 4.27pm on 11th March 2020, Coronavirus (Covid-19) was declared a pandemic by the World Health Organisation and became a global known event. All policies sold after this time (or new trips booked under existing policies) will not cover claims under the ‘Cancellation or curtailment charges’ section due to Coronavirus (Covid-19).

    You should speak to your accommodation / transport provider to defer, rearrange or cancel your trip.

    Alternatively you can contact your credit card provider to recover costs if the trip was paid for via this means.

    Visit our claims centre.

    Please note: Cancellation is not covered if you decide not to travel to an area for which there is no regulatory advice in place.


    Will I be covered for medical expenses if I catch coronavirus whilst on my trip?

    If you have a policy number starting with BN9, IS9, NG9, NS9 or SG9 and you have been affected by the following circumstances, you will be provided with cover as follows:

    1. I have symptoms of coronavirus or have been diagnosed with the condition.

    Your cover will be automatically extended without any charge for the period of the delay up to a maximum of 60 days (or until you return home, whichever is the earlier). This extends to all sections of cover.

    2. I have been quarantined to my accommodation, but I have not been diagnosed with coronavirus

    Your cover will be automatically extended without any charge for the period of the delay up to a maximum of 60 days (or until you return home, whichever is the earlier). This extends to all sections of cover.

    3. My journey home has been delayed for reasons outside of my control.

    Your cover will be automatically extended without any charge for the period of the delay up to a maximum of 60 days (or until you return home, whichever is the earlier). This extends to all sections of cover.

    4. I am an international student studying in the UK and my journey home has been delayed for reasons outside of my control.

    Subject to you remaining within the terms of your visa, cover will be automatically extended without any charge for the period of the delay up to a maximum of 60 days (or until you leave the UK, whichever is the earlier). This extends to all sections of cover.

    For Chinese students studying in the UK, your cover will be automatically extended without any charge for the period of the delay up to and including 30th April 2020.


    I'm on a trip away, don't have coronavirus but am required to quarantine. Can I claim for additional expenses?

    If you have a policy number starting with BN9, IS9, NG9, NS9 or SG9 and you have been affected by the following circumstances, you will be provided with cover as follows:

    1. I have symptoms of coronavirus or have been diagnosed with the condition.

    Your cover will be automatically extended without any charge for the period of the delay up to a maximum of 60 days (or until you return home, whichever is the earlier). This extends to all sections of cover.

    2. I have been quarantined to my accommodation, but I have not been diagnosed with coronavirus

    Your cover will be automatically extended without any charge for the period of the delay up to a maximum of 60 days (or until you return home, whichever is the earlier). This extends to all sections of cover.

    3. My journey home has been delayed for reasons outside of my control.

    Your cover will be automatically extended without any charge for the period of the delay up to a maximum of 60 days (or until you return home, whichever is the earlier). This extends to all sections of cover.

    4. I am an international student studying in the UK and my journey home has been delayed for reasons outside of my control.

    Subject to you remaining within the terms of your visa, cover will be automatically extended without any charge for the period of the delay up to a maximum of 60 days (or until you leave the UK, whichever is the earlier). This extends to all sections of cover.

    For Chinese students studying in the UK, your cover will be automatically extended without any charge for the period of the delay up to and including 30th April 2020.


    I'm on a trip away, don't have coronavirus but am required to quarantine and will miss my transport home. Am I covered?

    Check whether your travel destination has been affected here.

    If you have a policy starting with SL9, SA9, MT9 or GY9:

    If you have already departed for your trip and regulatory advice changes while you’re there to advise against travel, you will be covered for any cancellation costs not already covered by your tour operator, accommodation or transport provider.

    If the hotel or area you are staying in is put under quarantine and you are unable to return as planned, you may be able to make a claim for any costs or additional costs incurred. However, you should contact your tour operator or transport and accommodation provider in the first instance for a refund of costs and/or additional costs incurred.


    If you have a policy number starting with BN9, IS9, NG9, NS9 or SG9:

    We can provide cover for the following circumstances as follows:

    1. I have symptoms of coronavirus or have been diagnosed with the condition.

    If you have fallen ill, you (or someone on your behalf) must contact the 24 hour Emergency Assistance Service as soon as possible. For full details, please refer to you policy documentation under “Emergency and Medical Service”.

    2. I am currently travelling in a region or country that the Foreign and Commonwealth Office has now advised against travelling to.

    There is no cover for curtailment of the trip under the policy but cover will remain in place for emergency medical expenses as a result of coronavirus and all other standard policy cover will remain in force for the duration of your trip provided you arrived before the advice was issued. You should speak to your accommodation / transport provider to establish if they are able to arrange early / alternative transport home.

    3. I am currently travelling in a region or country where the Foreign and Commonwealth Office has not advised against travelling to but I am concerned about contracting coronavirus.

    There is no cover for curtailment of your trip. You should speak to your accommodation / transport provider to establish if they are able to arrange early / alternative transport home.

    4. I have been quarantined to my accommodation, but I have not been diagnosed with coronavirus and will miss my transport home.

    There is no cover under your policy. You should speak to your accommodation / transport provider to establish if they are able to arrange early / alternative transport home.

    Visit our claims centre.

    Please note: Cancellation is not covered where you decide to cut your trip short to an area for which there is no regulatory advice in place.


    If I cancel my trip due to the coronavirus and I've only paid the deposit, can I claim it back?

    Yes you can. But only if your deposit is more than the excess amount.


    Will I be covered for cancelling trips within the UK?

    Yes you will be covered for cancelling a trip within the UK.


    If I postpone my trip, will I still be covered by insurance?

    You can call us to amend your policy cover dates and cover would then remain in place as normal. However, unfortunately, you will not be covered for anything coronavirus-related as it has been declared as a pandemic.


    Last updated: 01 April 2020


    Related articles:

    Can I take out a policy to travel to countries affected by coronavirus?

    I haven’t travelled yet - can I make a claim to cancel my trip due to coronavirus?

    I am abroad and my return home has been delayed due to coronavirus - will my travel policy continue to provide cover?

    My holiday destination has been affected by coronavirus – can I cut my trip short?

    I haven't travelled yet - can I receive a refund if my destination is affected by coronavirus?

  • If you still can't find what you're looking for, other ways to get help and information include visiting your online account and using Live Chat.

    If I take out landlord insurance now, will I be covered for the coronavirus?

    The purchasing of Landlords Insurance for Buildings and/or Contents cover is not impacted by the current coronavirus. However it is important that for any Legal Expenses cover claims you check the latest position on the GOV.UK website and discuss with the Insurer. They will have a Legal Helpline which will also be able to assist you.

    My tenants are temporarily unemployed due to Covid-19, can I claim from my policy?

    It is important that you check the current position on the GOV.UK website as, at the time of going to press, the eviction time period has been extended from 2 to 3 months. However most courts are currently closed and we would not expect Insurers, in the current climate, to be progressing with any new eviction claims.

    I have an existing landlord policy with Endsleigh, how will this cover me during the Coronavirus?

    Cover under your policy for Buildings and/or Contents will continue. If you have purchased Legal Expenses Insurance, we do not expect any claim that involves eviction processes to be progressed during the current climate. With the eviction time period having been extended from 2 to 3 months and with the closure of most if not all Courts, again we would not expect any Insurer to be pursuing any new eviction claims.

    My tenants were due to get evicted anyway, can I do this under the 'eviction ban' if it's not related to Covid-19?

    In the current climate, we do not believe that any Insurer will be progressing with any eviction claim irrespective of the perceived reasons for the eviction/rental default. With the courts closed, any potential claim should be discussed with the Insurer to understand the next steps.

    I haven't got landlord insurance at the moment, should I take it out now?

    We are able to offer Buildings and/or Contents insurance, together with Home Emergency Expenses and Legal Expenses Insurance. At the present time we are unable to offer Rent Guarantee Insurance.

    I have tenants asking me what measures I can take to help them as they are not working, where do I stand?

    It is best to check with each individual tenant’s circumstances. It may well be they are entitled to 80% of their wage through the government scheme. However, it is best to be pragmatic and try to work through a solution with your tenants that suits all parties.

    If I purchase Rent Guarantee now will I be able to claim for lost rent as a result of Coronavirus?

    You will need to check the policy wording for each policy but it is unlikely that you will be able to claim due to new government legislation around evictions.


    Last updated: 01 April 2020

  • If you’re looking for information regarding the coronavirus and home insurance, you may find the answers to your questions here. 

    If you still can't find what you're looking for, other ways to get help and information include visiting our claims centre, logging into your online account or speaking to us on Live Chat.

    Please check which insurer underwrites your Endsleigh home insurance policy – you can find this information on your Policy Schedule or Statement of Insurance. The guidance below applies for all insurers with the exception of Pen Underwriting.

    If your policy is with Pen Underwriting, due to the unprecedented restrictions on UK citizens imposed by the government, in the event of a claim where you have not been able to comply with policy conditions due to COVID-19 this will be taken into account. Every situation will be assessed on its own merits, as long as you were complying with the terms prior to COVID19. In the first instance, you should call Endsleigh customer service on 0333 234 1552 if you have any questions.

    Will my insurance policy by affected if I now need to work from home due to COVID-19?

    Our home insurance policy provides cover for working from home as standard, providing business visitors do not come to the property.

     If you will have business visitors coming to the property, please contact us to update your policy. During the lock-down period we will waive our usual amendment fee.

    My property may be left unoccupied for longer than the 30 or 60 day limit on my policy due to COVID-19 – will I be covered?

    If your property will be unoccupied for an extended period due to the coronavirus pandemic -  for example because you are unable to travel home from abroad or are self-isolating at a different address - we will maintain cover for either the standard unoccupancy period or until the end of the government lock-down - whichever is longer. You do not need to contact us to let us know.

    If your property is going to be unoccupied for an extended period of time, if possible please ask a trusted person to visit and check on the property while you’re away.

    If your property is going to remain unoccupied for longer than your standard unoccupancy period after the lock-down has ended, please contact us to let us know.  

    I am a student and have left property at my student address whilst returning to my parental home and am not sure when I will be able to return.  Will my belongings still be covered?

    If you will be away from your student property due to the coronavirus pandemic, we will provide cover for your possessions for either the standard unoccupancy period stated on your policy or until the end of the government ‘lock-down’ - whichever is longer. You do not need to contact us to let us know.

     If your property is going to remain unoccupied for longer than your standard unoccupancy period after the lock-down has ended, please contact us to let us know.  

    A friend or relative is staying with me at my home address during the lockdown period – will this affect my insurance?

    No, this will not affect your policy and you do not need to contact us to let us know.

    If your friend or relative is going to continue staying with you after the lock-down period has ended, please contact us to let us know.  

    I am meant to be moving to a new home, but the moving date has now been pushed back.  Can you delay a change to the policy?

    If you have already exchanged on the property and are legally responsible for the provision of insurance, the policy will need to remain in force.

    If you will be away from the property due to COVID-19, we will provide cover for the buildings for either the standard unoccupancy period stated on your policy or until the end of the government ‘lock-down’ - whichever is longer. You do not need to contact us to let us know.

    If your property will be unoccupied outside of the lock-down or unoccupancy period specified on your policy, please contact us to let us know.  

    If we were insuring your previous home already and you have updated your address on your policy effective from exchange but this has now not gone ahead, please contact us to change your policy back to the previous address.

    Please note that we will still be able to provide cover for the new risk address, but we will need to provide a separate policy for this.

    Will my home insurance cover the cost of a deep-clean, should my property become contaminated with COVID-19?

    Unfortunately this will not be covered under your home insurance policy.

    I have taken office equipment home with me during lock down – will it be covered under my home insurance?

    Following the Government advice on Monday 16 March that people should look to work from home wherever possible, we have experienced some queries from customers around what they are covered for under their policies when following this advice.

    Our standard policy wordings have not changed, so cover is provided as follows:

    Note: Endsleigh will not cover any business equipment such as a laptop or phone which is owned by a policyholder’s employer, as these will normally be insured by the company themselves. 

    Policy numbers starting with AX1, AX2, AZ1, CN1, CN2, CN3, AX3, DG1, EC6, FL1, GE1, NU1, RE1, RE2, TS4, ZP2, ZU1, EL4, EL6, FT1, FT2, FT4, GN1, GN2, GN4, KT1, KT2, LG3, LG5, RA1, RA2, RA3, ST1, ST2:

    Business use of contents in your home, including cover for loss or damage to household goods, personal effects or computer equipment up to the amount stated on your policy schedule.

    Policy numbers starting with 468, EIS, FARBP, SSE, 898, 515:

    Business use of contents in your home, including cover for loss or damage to household goods, personal effects or computer equipment up to £5,000.

    Policy numbers starting with FARBF: 

    The followings items are covered as standard:

    Computers; modems; keyboards; monitors; printers; word processing equipment and computer aided design equipment; facsimile machines; photocopiers; typewriters; telecommunication equipment and office furniture, but not including any property held as trade stock or games consoles.

    Policy numbers starting with 19xxR or 20xxR: 

    Household items and personal belongings:

    • that you own
    • that you are legally responsible for
    • that belong to domestic employees who live with you

    This includes personal money up to £750, visitors' personal belongings up to £1,000 and homeworking equipment up to £5,000 (although no one item can be worth more than £1,500).

    Will my home insurance cover my rental payments if I become temporary unemployed during lockdown?

    No, your home insurance will only provide cover for damage to your buildings and / or contents (depending on the cover you selected when you took out the policy). This will also not be covered by a home insurance legal expenses policy.

    However, the government has provided guidance on how they will be supporting tenants during these uncertain times, such as a complete ban on evictions and other protections.

    You can find the most recent advice here

    The occupancy of my property has changed due to the coronavirus outbreak – do I need to let you know?

    No, you do not need to contact us if the occupancy of your property has changed because you are currently working from home or self-isolating due to the coronavirus outbreak.

    However, if your property will be unexpectedly unoccupied for longer than 30 days under a residential landlord policy, or 90 days under a student landlord policy, please contact us to let us know.

    What will response/claim times be like during the ongoing coronavirus epidemic?

    Our insurers have informed us that their Claims Departments are open as normal. However, under the current circumstances, the majority of their teams will be 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.


    Last updated: 01 April 2020


  • Want to know more about paying by monthly direct debit with Endsleigh? We've answered your FAQs below:

    What payment options are there for my insurance?

    One option is to pay for your insurance in full by debit or credit card. There is no fee for payment by credit or debit card, however we do not accept American Express.

    Alternatively, you have the option of setting up a Direct Debit* through our third party finance provider Premium Credit Limited (PCL). This means that you pay a deposit (if applicable) and pay the balance of your premium over equal monthly instalments. 

    *Credit is subject to status. 

    Who is Premium Credit Ltd?

    Who do I need to get in touch with - Premium Credit Ltd or Endsleigh?

    • For any policy related enquiries (including cancelling/amendments), please contact Endsleigh - some changes can be made quickly and easily via your online account, or you can find the right contact details for your policy in our contact centre.
    • For any queries relating to your payment plan (including direct debit amendments), please contact PCL directly. You can contact PCL online for no charge at www.support.mypremiumcredit.com, or call them on 0344 736 9814. You can also visit your online account to make changes to your payment details.

    I already have my direct debit set up - how do I update my payment details?

    In order to amend the bank details used to pay the Direct Debit instalments, or to change your Direct Debit payment date, please contact Premium Credit Ltd online for no charge at www.support.mypremiumcredit.com, or call them on 0344 736 9814. You can also visit your online account to make changes to your payment details. 

    If you need to make a change to your insurance policy, you can find the right contact details for your policy in our contact centre, or find out how to make changes to your policy via your online account. You can also speak to us via Live Chat on our website. 

    What if I can't afford my next payment?

    If you want to defer your payment by less than 5 days, please speak to Premium Credit on 0344 736 9814.

    If you are experiencing difficulty and feel it needs to be deferred for a longer period, please contact our finance department who will be happy to discuss options with you on 0333 234 1654.

    Can I cancel my direct debit?

    You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify Premium Credit Limited before cancelling your direct debit to ensure you don't incur any late payment fees. You can contact PCL directly on 0344 736 9814

    You will also need to contact Endsleigh if you wish to cancel your insurance policy. To get in touch, please visit our contact centre.

    How do I know when my next payment is due?

    When you set up your new policy, the default monthly payment date will be the same as your start date.

    You have the option to specify a preferred payment date with Premium Credit Limited (via your online account.or their contact centre), providing not more than 30 days lapses between one payment and the next. 

    Premium Credit will confirm payment dates to you directly in writing.

     If you wish to update your payment details or payment date, please contact Premium Credit Ltd directly on 0344 736 9814 or visit your online account.

    Will my paid monthly policy automatically renew?

    Each year we’ll write to you and offer to renew your policy for a further 12 months. If your policy is paid monthly, we have assumed that your permanent home address has not changed and you'd like the same items insured as you did last year.

    Unless you call us to make changes, your policy will automatically continue from your renewal date, so you will continue to be protected and benefit from all our policy features.
    If for any reason we are unable to automatically renew your policy, we will write to you to tell you what you need to do to make sure you continue your cover.

    Need to get in touch about a renewal? Visit our renewals centre.

    Are there any fees or charges for paying by direct debit?

    A £10 fee is applied by Premium Credit if they do not receive your signed credit agreement by the date stated on your welcome letters and emails (typically a 28 day period from receipt of the agreement). Please refer to these in order to verify your deadline. The £10 fee is a reflection of Premium Credit's costs in reminding you to return the credit agreement. 

    Premium Credit also charge a £20 fee for any late payment.

    Find out more about our fees and charges.

    Read our Direct Debit Guarantee.  

Haven’t found what you’re looking for? Please call us on 0333 234 1552 to speak to one of our consultants. Alternatively, visit our contact centre and we’ll get you through to the right place.

Can’t find what you’re looking for? Search our FAQs

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