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Coronavirus help and support

Coronavirus (COVID-19) is affecting all of us in different ways, and we appreciate your support and patience as we find the best ways to protect and assist customers.

We’re working hard to be here for you and have created these Coronavirus FAQs which answer many common questions.

We’ve also made temporary changes to some of our products, and you can find out more below.

Where to go for more information about coronavirus (COVID-19)

Revised opening hours

We’re running reduced opening hours due to the Coronavirus situation,
please refer to your policy documents for the correct telephone number to contact us on.

Sales and servicing

Monday - Friday 8am - 7pm
Saturday 9am - 5pm
Sunday Closed

For Mortgage Payment Protection, we are temporarily unable to accept calls; please only email business-support-creditor@directlinegroup.co.uk and we’ll respond within 10 business working days.


New claims

Motor and Home
Monday - Friday 8am - 6pm
Saturday 9am - 2pm
Sunday Closed

Existing claims

Pet and Home
Monday - Friday 9am - 5pm
Saturday Closed
Sunday Closed
Motor
Monday - Friday 10am - 5pm
Saturday Closed
Sunday Closed
Mortgage Payment Protection
Monday - Friday 10am - 3pm
Saturday Closed
Sunday Closed
U K Insurance Logo

To request a Mortgage Payment Protection claim form, email creditor.claimforms@ukipartnerships.com explaining whether your claim is for Unemployment or Accident and Sickness. This email address is for claim form requests only and is not able to respond to any other queries.

Coronavirus guidance and advice

  • Rescue and breakdown
  • Car insurance

    We know many customers are concerned about the impact the Coronavirus pandemic may have on their car insurance.

    See the most frequently asked questions.

  • Home insurance

    We know many customers are concerned about the impact the Coronavirus pandemic may have on their home insurance.

    See the most frequently asked questions.

  • Pet insurance (private)

    We know many customers are concerned about the impact the Coronavirus pandemic may have on their pet insurance.

    See the most frequently asked questions.

  • Travel insurance (private or part of a packaged account)

    Following the Government's announcement asking everyone to stay at home, we need to make sure we're looking after both our people and our customers.

    We're experiencing high volumes of travel claims at the moment, but be assured there is no time limit to register your claim. If you need advice please visit our FAQs.

    We're working as hard as we can, and it will take longer than normal to respond, we appreciate your patience at this time.

    The Foreign and Commonwealth office (FCO) has now extended the advice against all but essential travel for the foreseeable future. A claim under your travel insurance can only be considered if you are due to travel in the next 28 days. We can't provide any advice on trips that are due to start more than 28 days in the future - this is because the FCO advice can change at any time. It's important that you continue to monitor the advice of the FCO. You should also speak to your travel provider for the options available to you before contacting our claims team.

    The Association of British Travel Agents (ABTA) is offering advice to travellers on what you should do if your holiday has been cancelled. This advice is available at www.abta.com/news/coronavirus-outbreak

    Due to the high volume of claims we are focusing on customers who are currently abroad, your travel date has passed or you are due to travel in the next 28 days. Only contact our claims department if this applies to you and you have spoken to your travel provider and have from them in writing what options are available to you.

    If you paid by credit card you may be protected under Section 75 of the Consumer Credit Act 1974 and should contact your card issuer for further information. Similarly, if you paid by debit or charge card you should contact your card issuer for advice as you may be able to make a claim under their chargeback rules.

    We advise all customers who are due to travel to monitor and follow the advice issued by the Foreign and Commonwealth Office (FCO): www.gov.uk/guidance/travel-advice-novel-coronavirus and the advice of the UK Government: www.gov.uk/coronavirus

    Did you know: you can register a claim for cancellation or curtailment relating to Coronavirus by visiting nationwide.co.uk/support/travel/important-travel-information 24 hours a day. Our claims department can be reached on 0800 051 0154.

    For any new or existing travel insurance customers any new trips booked on or after 18th March 2020 will not provide cover for any claim caused by the Coronavirus pandemic. Insurance is there to help with unknown or unforeseeable events. As Coronavirus is now a known event, no cover is available.

  • Mortgage Payment Protection Insurance

    See the most frequently asked questions

    Advice for mortgage payment protection insurance customers in relation to Coronavirus (COVID-19) who have a policy with:

    • Direct Line
    • First Active
    • NatWest
    • RBS
    • The One Account, or
    • Ulster Bank

    U K Insurance is the insurer of your mortgage payment protection insurance policy and services and maintains your policy and claims. Coronavirus (COVID-19) is affecting all of us in different ways. In these unprecedented times we appreciate your cooperation as we find the best ways to protect and assist customers.

    New claims will only be accepted after you’ve been off work for 14 days so please only call to make a new claim if you’ve been off sick or unemployed for 14 days or more.

    We're receiving a lot of calls right now. Many questions can be answered by our FAQs. We have made temporary changes to our approach to settling claims where this is to the benefit of our policyholders, and you can find out more below. To make a claim after 14 days please call:

    Lines are open Monday to Friday 10am to 3pm.

    If you need to amend your policy cover please email us and we will respond within 10 business working days: business-support-creditor@directlinegroup.co.uk

    See the most frequently asked questions

Frequently asked questions for...

  • My travel provider has offered me a travel voucher / credit to rebook my holiday for a later date. If I decline, will I be able to claim on my travel Insurance?

    No, there is no cover under your travel insurance.

    You should speak to your travel provider to get a refund, please be aware that travel providers are dealing with high volumes of cancellations and it may take some time for your refund to be processed.

    For trips booked through an ABTA or ATOL bonded agent you should follow their advice for a refund by visiting www.abta.com/news/coronavirus-outbreak or www.caa.co.uk/COVID-19/

  • I'm currently abroad, should I return to the UK?

    All customers currently abroad should now seek to return to the UK, as per the advice of the FCO: https://www.gov.uk/guidance/travel-advice-novel-coronavirus.

    You should speak to your travel provider in the first instance. If you’re unable to use or amend your original return tickets your policy covers reasonable costs for additional accommodation and travel, less any refund you receive from your travel provider, subject to the policy limit.

    If your travel provider is unable to assist you the Government is now arranging the repatriation of UK citizens abroad. customers stranded abroad should check the FCO website and social media of the UK Embassy or High Commission of the country they are in. For further information please visit: https://www.gov.uk/government/news/new-government-partnership-with-airlines-to-fly-back-more-tourists-stranded-abroad

    If the earliest flight you can get is after your original return date, your travel insurance will automatically extend cover until the earliest time you could reasonably return home.

    If you're abroad and don't want to return to the UK earlier than planned, then please be aware there's no cover for additional transport and accommodation expenses if you become stranded abroad past your original date of travel. Your travel insurance will also end on your original return date.

  • If I book a trip now will I be covered for Coronavirus (COVID-19)?

    No, any trips booked, or insurance purchased on or after 18th March 2020 will not be covered for any claim relating to Coronavirus, as this is now a known event.

  • I booked my trip before 18th March when no travel guidance was in place, but I now need to purchase an age or medical upgrade. Will I be covered?

    If you are purchasing a Medical Upgrade
    As long as your trip was booked before 18th March you will be covered for any medical claims relating to your condition, including medical-related cancellations due to Coronavirus where the condition is newly diagnosed. If you had the medical condition when you booked your trip before 18th March but did not declare it, there is no cover for medical related cancellations due to Coronavirus.

    If your trip was booked after 18th March, you will be covered for medical claims relating to your condition but you will not be covered if you have to cancel your trip due to Coronavirus linked to your condition

    If you are purchasing an Age Upgrade
    If you booked a trip before 18th March while you were under 70, and are now buying an Age extension because you are turning 70, you will be covered for Coronavirus disruption

    If you booked a trip before 18th March whilst you were over 70, and are now buying an age extension, you will not be covered for coronavirus disruption

    If you have an age extension but booked your trip after 18th March, you will not be covered for Coronavirus disruption

  • Can I cancel my holiday if I don't want to go because of coronavirus (COVID-19) risks?

    A claim under your travel insurance can only be considered if you’re due to travel within 28 days of your trip start date and the FCO advice wasn’t in place when you booked the trip or purchased your insurance.

    In order to consider a claim, you must have spoken to your travel provider and have confirmation in writing from them that they will not provide a refund for your trip.

    We can't provide any advice on trips that are due to start more than 28 days in the future. The FCO advice can change at any time and it's important that you continue to monitor the advice of the FCO.

    You can see what date the FCO advice came into force by visiting www.gov.uk/foreign-travel-advice

  • Why do I need to wait until 28 days before I’m due to travel to make a claim?

    The FCO advice against non-essential travel currently is in place indefinitely, however this could change at any time. We can only consider claims if you're due to travel within 28 days of your trip start date.

    We also can’t provide any advice or guidance on trips that are due to start more than 28 days in the future. Please remember that insurance is designed to protect you from financial loss. If you have experienced financial loss as a result of COVID-19, and you have already contacted your travel provider and your credit card provider then we will be happy to help you. To help us focus on customers who are currently abroad or who are due to travel in the next 28 days, please don’t call us if your planned trip departs more than 28 days into the future.

  • I have currently only paid the deposit for my holiday. What can I claim if I cancel?

    You can claim for the cost of any lost deposits where the FCO is advising against travel to your destination, as long as the advice wasn't in place when you booked the trip or purchased your insurance, and your trip is due to start in the next 28 days.

    If your trip isn't due to start in the next 28 days then there is no cover for cancellation and you should decide if you want to make any balance payments due for your trip, you will only be able to claim cancellation if FCO advice against travel is in place within 28 days before your trip is due to start.

    Valid cancellation claims will cover the amount you have paid for the trip, less any refunds you have received and the policy excess.

    For any trip, you must first seek a refund from your trip provider and the provider of your debit / credit card in the first instance before contacting our claims team.

  • I have a UK trip booked, can I claim cancellation?

    Cover for UK trips of two or more nights in pre-booked commercially operated accommodation are covered for cancellation where the accommodation is closing due to the coronavirus, you should seek a refund from either your accommodation provider or debit / credit card provider in the first instance.

    We're also extending the advice of the FCO to trips in the UK, based on the Government guidance around social distancing, this applies to trips due to start in the next 28 days. This means that if FCO advice is against all or all but essential travel, we will apply that to UK-based trips.

    For any trip, you must first seek a refund from your trip provider and the provider of your debit / credit card in the first instance before contacting our claims team.

  • I booked a holiday before the 18th March when no travel guidance was in place. My tour operator has offered to re-schedule my holiday later in the year. Will I remain covered for Coronavirus cancellations?

    Yes. As long as your initial booking was made before 18th March and there was no FCO travel guidance in place when you booked your trip.

  • Can I cancel my trip if I am unable to use my pre-booked accommodation because a country has closed its borders due to Coronavirus (COVID-19)?

    You can claim for cancellation of a trip if you are due to travel in the next 28 days and the country you are due to travel to has closed its borders to UK citizens.

    Where you are not due to travel in the next 28 days you should continue to monitor FCO advice for your destination and speak to your travel provider.

  • Am I covered for additional expenses if I have to quarantine while on a trip but don't have Coronavirus (COVID-19)?

    If you're on a trip and your accommodation is locked down so you can't return home as planned, your policy will provide you with cover under the 'cutting short your trip' section of the policy for reasonable additional accommodation and transport. There is no cover for food.

  • Am I covered for medical expenses if I catch the Coronavirus (COVID-19) while on holiday?

    As long as your insurance was in place, you booked your trip before 18th March 2020, you’re not travelling against doctor’s advice and are not travelling to an area where the FCO has advised against all travel, then you will be covered for medical and reasonable additional travel expenses that you may incur as a result of becoming ill.

    If the FCO advice changes while you are on your trip, you will still be covered if you need to claim for medical expenses.

  • Am I covered if the country I am due to travel to changes its entry and visa requirements?

    There is no cover under your travel insurance where you are refused entry to your destination because you do not have the correct visa or passport.

    You should speak to your tour operator as they may be able to help you, and you should continue to monitor the FCO advice: www.gov.uk/foreign-travel-advice

For any trip, whether abroad or in the UK, you must first seek a refund from your trip provider and the provider of your debit / credit card in the first instance before you contact the travel insurance claims team. This applies where you have spent more than £100 on the card and the service you have paid for is not being provided, e.g. the hotel you booked is closed. However, if the hotel is available but you can’t get there due to flight cancellation, your card issuer will not cover that.

Important note: This general advice does not replace the terms and conditions of your Travel Insurance policy and you should read your policy booklet for further information.

  • Can my pet catch Coronavirus (COVID-19)?

    The OIE (World Organisation for Animal Health) has said: "There is no evidence that dogs play a role in the spread of this human disease or that they become sick."

Information for customers with existing claims reported before 13th March

Information for customers who are employed by a company and need to make a new claim on or after 13th March

As the latest news and advice around Coronavirus (COVID-19) continues to evolve daily, we may update our responses in line with our terms and conditions.

  • What does my Mortgage Payment Protection policy cover me for?

    Please refer to your Mortgage Payment Protection annual review letter for details of whether your policy covers you for Accident and Sickness, Unemployment or Accidental Death and your monthly benefit amount.

    If you have Accident and Sickness cover, you can make a claim if you are sick for 14 days or more with COVID-19; or if you have had to self-isolate for 14 days or more because you have an underlying health condition; or if you have been in contact with someone who has COVID-19 and are unable to work as a result.

    If you have Unemployment cover, you can claim if you’ve been made involuntarily unemployed because of COVID-19 for 14 days or more and are not a furloughed employee.

    For more information and details of what you need to provide to make a claim, please read the FAQs below. For both claims, we have temporarily relaxed some of our terms and conditions. All other terms and conditions of your policy apply.

    To request a claim form email creditor.claimforms@ukipartnerships.com explaining whether your claim is for Unemployment or Accident and Sickness. This email address is for claim form requests only and is not able to respond to any other queries.

    For all other claims queries email creditor.customer@ukipartnerships.com or to make amends to your policy email business-support-creditor@directlinegroup.co.uk and we’ll respond within 10 working days.

  • Can I make a sickness claim for Coronavirus (COVID-19)?

    Yes, if you have accident and sickness cover you can make a claim for Coronavirus (COVID-19). To claim you must be off sick for a continuous period of 14 days and you will need to provide a doctor’s certificate. If this isn’t possible for claims on or after 13th March, we will accept confirmation from your employer to confirm that you are off sick due to Coronavirus (COVID-19).

    If after 14 days you are still too ill to return to work, we expect you to be able to provide evidence of having sought further medical advice. Should you have recovered but are not able to return to work after a 14-day isolation period (e.g. your job does not allow you to work from home or your employer has ceased trading), normal policy terms and conditions apply to changing your claim to an unemployment claim provided you have this cover in place. Please see the relevant unemployment FAQ.

  • Can I make a claim if I don’t have Coronavirus (COVID-19) symptoms but have been in contact with Coronavirus (COVID-19) patients and have been advised to isolate on a temporary basis?

    Yes, but we will treat this claim as a sickness claim so you will need to have accident and sickness cover. To claim you must be off work for a continuous period of 14 days and you will need to provide confirmation from your employer clearly stating what period you have not been able to work.

    The exclusion of cover for normal pregnancy or childbirth related conditions is temporarily lifted in this scenario and claims of this nature reported on or after 13th March will be paid ex gratia.

    Should you have no Coronavirus (COVID-19) symptoms after 14 days isolation, but are not able to return to work (e.g. your job does not allow you to work from home or your employer has ceased trading), normal policy terms and conditions apply to changing your claim to an unemployment claim provided you have this cover in place. Please see the relevant unemployment FAQ.

  • I have an underlying health condition and am at increased risk to coronavirus (COVID-19) so have been advised to isolate on a temporary basis - can I make a claim?

    Yes, if you have accident and sickness cover you can make a claim for Coronavirus (COVID-19) if you’ve been advised to isolate due to underlying health conditions. To claim you must be off sick for a continuous period of 14 days and you will need to provide a doctor’s certificate or if this is not possible for claims on or after 13th March, we will accept evidence of your underlying health conditions and confirmation from your employer that you are off sick due to Coronavirus (COVID-19).

    Should you not be able to return to work after isolation (e.g. your job does not allow you to work from home or your employer has ceased trading), normal policy terms and conditions apply to changing your claim to an unemployment claim provided you have this cover in place. Please see the relevant unemployment FAQ.

  • Can I make an unemployment claim if my hours have been temporarily reduced to less than 16 hours or I’ve been made unemployed temporarily because of Coronavirus (COVID-19)?

    You must have unemployment cover and need to have been unemployed or on less than 16 hours a week for a continuous period of 14 days. For claims on or after 13th March you must provide as a minimum, confirmation from your employer clearly stating the period during which you hours have been temporarily reduced, or you’ve been made unemployed and evidence that you’ve not been paid.

    If your employer has placed you on temporary leave as a ‘furloughed employee’ through the Government’s Coronavirus Job Retention scheme, you will not be eligible to make an unemployment claim.

    The condition that payment will not be made if unemployment results in a non-renewal of a fixed term contract is temporarily lifted for claims made on or after 13th March and any claims payment will be ex-gratia.

  • Can I make a claim if schools have been closed and I am unable to work as a result due to child care and am not receiving pay temporarily?

    Yes, if you have unemployment cover we will accept claims on or after 13th March where carers are being completely without work due to the need to care for an immediate family member (spouse, parent, partner, child) for at least 25 hours per week.

    For claims on or after 13th March we will accept claims without the requirement to be registered with your local services department as a carer and any claims payment will be ex-gratia.

    If your employer has placed you on temporary leave as a ‘furloughed employee’ through the Government’s Coronavirus Job Retention scheme, you will not be eligible to make an unemployment claim.

    You need to have been unemployed for a continuous period of 14 days and must provide confirmation from your employer that you have not worked for at least 14 days clearly stating the time period you have been unemployed and have not been paid.

  • Can I make a claim if to care for vulnerable family members at higher risk of coronavirus (COVID-19) and I am unable to work as a result and am not receiving pay temporarily?

    Yes, if you have unemployment cover we will accept claims on or after 13th March where carers are being completely without work due to the need to care for an immediate family member (spouse, parent, partner, child) for at least 25 hours per week.

    For claims on or after 13th March we will accept claims without the requirement to be registered with your local services department as a carer and any claims payment will be ex-gratia.

    If your employer has placed you on temporary leave as a 'furloughed employee' through the Government's Coronavirus Job Retention scheme, you will not be eligible to make an unemployment claim.

    You need to have been unemployed for a continuous period of 14 days and must provide confirmation from your employer that you have not worked for at least 14 days clearly stating the time period you have been unemployed and have not been paid.

  • Can I make a claim if I’ve been made redundant due to social distancing rules / lack of trade / care for vulnerable family members/ child care etc.?

    You must have unemployment cover and need to have been unemployed for a continuous period of 14 days. For claims reported on or after 13th March you must provide confirmation from your employer that you have been made redundant and are not being paid.

    If your employer has placed you on temporary leave as a ‘furloughed employee’ through the Government’s Coronavirus Job Retention scheme, you will not be eligible to make an unemployment claim.

    The condition that payment will not be made if unemployment results in a non-renewal of a fixed term contract is temporarily lifted for claims made on or after 13th March and any claims payment will be ex-gratia.

Information for customers who are self-employed and need to make a new claim on or after 13th March

As the latest news and advice around Coronavirus (COVID-19) continues to evolve daily, we may update our responses in line with our terms and conditions.

  • What does my Mortgage Payment Protection policy cover me for?

    Please refer to your Mortgage Payment Protection annual review letter for details of whether your policy covers you for Accident and Sickness, Unemployment or Accidental Death and your monthly benefit amount.

    If you have Accident and Sickness cover, you can make a claim if you are sick for 14 days or more with COVID-19; or if you have had to self-isolate for 14 days or more because you have an underlying health condition; or if you have been in contact with someone who has COVID-19 and are unable to work as a result.

    If you have Unemployment cover, you can claim if you have been made involuntarily and permanently unemployed because of COVID-19 for 14 days or more. Your policy does not cover temporary unemployment; however, if after three months you’re not earning or haven’t received Government support during that period, we will consider your claim.

    For more information and details of what you need to provide to make a claim, please read the FAQs below. For both claims, we have temporarily relaxed some of our terms and conditions. All other terms and conditions of your policy apply.

    To request a claim form email creditor.claimforms@ukipartnerships.com explaining whether your claim is for Unemployment or Accident and Sickness. This email address is for claim form requests only and is not able to respond to any other queries.

    For all other claims queries email creditor.customer@ukipartnerships.com or to make amends to your policy email business-support-creditor@directlinegroup.co.uk and we will respond within 10 working days.

  • Can I make a sickness claim for Coronavirus (COVID-19)?

    Yes, if you have accident and sickness cover you can make a claim for Coronavirus (COVID-19). To claim you must be off sick for a continuous period of 14 days and you will need to provide a doctor’s certificate or if this is not possible evidence of having sought medical advice for the relevant time period.

    If after 14 days you are still too ill to return to work, we expect you to be able to provide a medical certificate to confirm that you are not able to return to work.

    If you are not able to provide a medical certificate, we ask that after three months if you can evidence loss of earnings (and / or a medical certificate for the period) we will process any claim for longer than 14 days at that point and any outstanding claims payments will be backdated to the initial reported date of loss.

    The Government has announced that from 17th March, mortgage lenders have agreed to support customers with mortgage holidays.

    If you have recovered after 14 days’ isolation but are unable to earn income after this time, due to social distancing rules / lack of trade etc., normal policy terms and conditions apply to changing your claim to an unemployment claim provided you have this cover in place. Please see the relevant unemployment FAQ.

  • Can I make a claim if I don’t have Coronavirus (COVID-19) symptoms but have been in contact with Coronavirus (COVID-19) patients and have been advised to isolate on a temporary basis and am not able to earn income?

    Yes, but we will treat this claim as a sickness claim so you will need to have accident and sickness cover. To claim you must not be earning income for a continuous period of 14 days on or after 13th March and you will need to provide evidence of having sought medical advice and provide details for the relevant time period.

    If after 14 days you are unwell and unable to return to work and earn an income, we expect you to be able to provide a medical certificate to confirm that you are not able to return to work.

    If you are not able to provide a medical certificate, we ask that after three months if you can evidence loss of earnings (and / or a medical certificate for the period) we will process any claim for longer than 14 days at that point and any outstanding claims payments will be backdated to the initial reported date of loss.

    The Government has announced that from 17th March, mortgage lenders have agreed to support customers with mortgage holidays.

    If you have recovered after 14 days’ isolation but are unable to earn income after this time, due to social distancing rules / lack of trade etc., normal policy terms and conditions apply to changing your claim to an unemployment claim provided you have this cover in place. Please see the relevant unemployment FAQ.

  • Can I make a claim if I don’t have Coronavirus (COVID-19) symptoms but have an underlying health condition and have been advised to isolate on a temporary basis and am not able to work?

    Yes, but we will treat this claim as a sickness claim so you will need to have accident and sickness cover. To claim you must not be earning income for a continuous period of 14 days on or after 13th March and you will need to provide evidence of having sought medical advice with details of your underlying health conditions for the relevant time period.

    If you are not able to provide a medical certificate, we ask that after three months if you can evidence loss of earnings (and / or a medical certificate for the period) we will process any claim for longer than 14 days at that point and any outstanding claims payments will be backdated to the initial reported date of loss.

    The Government has announced that from 17th March, mortgage lenders have agreed to support customers with mortgage holidays.

    If you have recovered after 14 days' isolation but are unable to earn income after this time, due to social distancing rules / lack of trade etc., normal policy terms and conditions apply to changing your claim to an unemployment claim provided you have this cover in place. see the relevant unemployment FAQ.

  • Can I make an unemployment claim if I’ve had to temporarily reduce my hours to less than 16 hours or I’ve had to cease trading temporarily because of Coronavirus (COVID-19)?

    Our unemployment cover terms and conditions will not cover you if your business ceases temporarily.

    However, if three months after 13th March you can evidence loss of earnings over the three month period, we will process any claim for longer than 14 days at that point and any outstanding claims payments will be backdated to the initial reported date of loss.

    Update 15th April: You must be able to demonstrate that your business has ceased trading from this initial reported date otherwise your claim will be backdated to the point at which you are able to evidence this.

    You must have unemployment cover.

    The Government has announced that from 17th March, mortgage lenders have agreed to support customers with mortgage holidays.

    The condition that payment will not be made if unemployment results in a non-renewal of a fixed term contract is temporarily lifted for claims made on or after 13th March and any claims payment will be ex-gratia.

    Update 15th April: We won't accept an unemployment claim if your business is eligible or has applied for:

    • The Self-employment Income Support Scheme (SEISS) which allows you to claim a taxable grant;
    • The Small Business Grant Fund offering payment to all eligible businesses in receipt of either Small Business Rates Relief or Rural Rates Relief
    • The Retail and Hospitality Grant Scheme providing you with a cash grant per property; or
    • The temporary Coronavirus Business Interruption Loan Scheme (unless you can evidence that your business has ceased trading)
  • Can I make a claim if schools have been closed and I am unable to work as a result due to child care and am not receiving pay temporarily?

    Our unemployment cover terms and conditions will not cover you if your business ceases temporarily.

    However, if three months after 13th March you can evidence loss of earnings over the three month period, we will process any claim where carers are being completely without work due to the need to care for an immediate family member (spouse, parent, partner, child) for at least 25 hours per week without the requirement to be registered with your local services department as a carer.

    The Government has announced that from 17th March, mortgage lenders have agreed to support customers with mortgage holidays.

    Any claims payment will be ex-gratia and backdated to the initial reported date of loss.

    Update 15th April: You must be able to demonstrate that your business has ceased trading from this initial reported date otherwise your claim will be backdated to the point at which you are able to evidence this.

    You must have unemployment cover.

    Update 15th April: We won't accept an unemployment claim if your business is eligible or has applied for:

    • The Self-employment Income Support Scheme (SEISS) which allows you to claim a taxable grant;
    • The Small Business Grant Fund offering payment to all eligible businesses in receipt of either Small Business Rates Relief or Rural Rates Relief
    • The Retail and Hospitality Grant Scheme providing you with a cash grant per property; or
    • The temporary Coronavirus Business Interruption Loan Scheme (unless you can evidence that your business has ceased trading)
  • Can I make a claim if I need to care for vulnerable family members at higher risk of Coronavirus (COVID-19) and I am unable to earn an income temporarily as a result?

    Our unemployment cover terms and conditions will not cover you if your business ceases temporarily.

    However, if three months after 13th March you can evidence loss of earnings over the three month period, we will process any claim where carers are being completely without work due to the need to care for an immediate family member (spouse, parent, partner, child) for at least 25 hours per week without the requirement to be registered with your local services department as a carer.

    The Government has announced that from 17th March, mortgage lenders have agreed to support customers with mortgage holidays.

    Any claims payment will be ex-gratia and backdated to the initial reported date of loss.

    Update 15th April: you must be able to demonstrate that your business has ceased trading from this initial reported date otherwise your claim will be backdated to the point at which you are able to evidence this.

    You must have unemployment cover.

    Update 15th April: We won't accept an unemployment claim if your business is eligible or has applied for:

    • The Self-employment Income Support Scheme (SEISS) which allows you to claim a taxable grant;
    • The Small Business Grant Fund offering payment to all eligible businesses in receipt of either Small Business Rates Relief or Rural Rates Relief
    • The Retail and Hospitality Grant Scheme providing you with a cash grant per property; or
    • The temporary Coronavirus Business Interruption Loan Scheme (unless you can evidence that your business has ceased trading)
  • Can I make a claim if I have to close my business permanently due to social distancing rules / lack of trade / care for vulnerable family members/ child care etc.?

    You must have unemployment cover and need to have been unemployed for a continuous period of 14 days. For claims reported on or after 13th March we will still need evidence that you have ceased trading within three months of the date of loss.

    The condition that payment will not be made if unemployment results in a non-renewal of a fixed term contract is temporarily lifted for claims made on or after 13th March and any claims payment will be ex-gratia.

Information for customers who want to make a change to their policy

  • Can I make changes to my policy?

    You can still make changes to your monthly benefit cover. It’s your responsibility to make sure that the amount of your monthly benefit remains enough to cover your monthly mortgage repayment. The change to your monthly benefit must not exceed your monthly mortgage repayment or the monthly benefit maximum of £2,000 (plus 25% bills).

    The terms and conditions of your policy do not allow for changes to cover (for example to add accident and sickness or unemployment, or a joint policyholder).