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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. Please refer to https://u-k-insurance.co.uk/ for FAQs relating to how we use your information.

Coronavirus guidance and advice

Frequently asked questions for...

For any trip, please first seek a refund from your trip provider. If your trip has been cancelled by the provider and the booking was made by a debit or credit card you should speak to the card issuer for advice on whether you can claim a refund from them. This applies where 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 cancellations, your card issuer won't cover that and you should contact us to make a claim.

Please note: to claim from a credit card issuer, the value of your booking must be more than £100. Your travel insurance has limits and an excess applies for each insured adult. If you're able to get a refund from your card provider you may find that you're able to claim back a full refund.

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 fewer 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 your hours have been temporarily reduced, or you've been made unemployed and evidence that you've not been paid.

    We may request that you provide confirmation that you have applied for Jobseeker's Allowance or Universal Credit and are seeking alternative work where possible.

    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, or on fewer 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 your hours have been temporarily reduced, or you've been made unemployed and evidence that you've not been paid.

    We may request that you provide confirmation that you have applied for Jobseeker's Allowance or Universal Credit and are seeking alternative work where possible.

    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 I don't have Coronavirus (COVID-19) symptoms but have travelled outside the UK, Republic of Ireland, Channel Islands and Isle of Man after 11 June, and need to self-isolate for 14 days on my return?

    You won't be covered for Accident and Sickness if you have travelled outside the Common Travel Area (the UK, Republic of Ireland, Channel Islands and Isle of Man) after 11 June, and Government restrictions mean that you must self-isolate for 14 days on your return to the Common Travel Area.

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.

    We may request that you provide confirmation that you have applied for Jobseeker's Allowance or Universal Credit and are seeking alternative work where possible.

    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;
    • The Coronavirus Local Authority Discretionary Grants Fund (updated 8th June); 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;
    • The Coronavirus Local Authority Discretionary Grants Fund (updated 8th June); 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;
    • The Coronavirus Local Authority Discretionary Grants Fund (updated 8th June); 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.

  • Can I make a claim if I don't have Coronavirus (COVID-19) symptoms but have travelled outside the UK, Republic of Ireland, Channel Islands and Isle of Man after 11 June, and need to self-isolate for 14 days on my return?

    You won't be covered for Accident and Sickness if you have travelled outside the Common Travel Area (the UK, Republic of Ireland, Channel Islands and Isle of Man) after 11 June, and Government restrictions mean that you must self-isolate for 14 days on your return to the Common Travel Area.

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).

  • I have a reduced income as a result of Coronavirus (COVID-19) and can't afford my ongoing monthly Mortgage Payment Protection insurance payments. What should I do?

    If you're having financial difficulties, we can review your levels of cover, change your payment dates or offer a payment deferral. A payment deferral means putting off your payments for a short period. When you start paying again, the amount that has been “missed” gets spread over the remainder of the agreement.

    We will not charge any additional interest to you so the total payable won't increase as a result.

    Payment deferrals should only be used when absolutely necessary, the full credit agreement balance will still be due, but will be paid for over a shorter period.

    Agreed payment deferrals won't harm your credit score as long as you make the payments after the agreed deferral period. If you don't, this could negatively affect your credit score and prevent you from securing credit for a policy in the future (if applicable).

    What should I do next?

    If you're struggling financially then please call us and we'll see what we can do to help. Don't cancel any payments or direct debits through your bank as this can affect your policy with us and damage your credit history.

    For free and impartial money advice, go to the Money Advice Service and use the 'Money Navigator Tool'