• I'm currently in a country where the FCDO have changed their advice to all but essential travel; am I covered to come home?

  Yes, as long as when you booked the trip and when you departed, the FCDO wasn't advising against all travel or all but essential travel to your destination. You should speak to your travel provider to find out what options are available to you.

• I have a trip booked to a country where the FCDO have changed their advice at short notice; am I covered?

  Yes, you'll be covered as long as when you booked your trip or bought your insurance – whichever was later – the FCDO wasn't advising against travel to your destination. When the FCDO advice is all but essential travel, you'll only be covered if that advice was in place within 28 days of your planned departure date. You should speak to your travel provider to find out if they can give you a refund or offer you an alternative.

• My trip has been cancelled and my travel provider has offered me a travel voucher / credit to re-book my holiday for a later date. If I decline, will I be able to claim on my travel Insurance?

  No, there's no cover under your travel insurance, you should speak to your travel provider to get a refund.

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

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

  There's no cover if there isn't a valid cancellation reason and you choose not to travel on your trip.

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

  You're covered for claims related to COVID-19, if there is no FCDO advice against travel due to COVID-19 when booking your trip, and at the time of travel. Your travel insurance provides cover for the reasons listed in your policy terms and conditions, such as cancelling a trip due to illness or FCDO advice against travel to your destination. When travelling, you're covered for emergency medical expenses including travel costs and cutting your trip short.

• If I want to cancel my trip due to having to self-isolate on my return to the UK; am I covered for cancellation?

  No, your policy does not provide cover for having to quarantine when you return home.

• Can I cancel my trip if I know I will be quarantined for most of my trip on arrival at my destination?

  Yes, you'll be covered for cancellation as long as you weren't aware of the need to quarantine when you booked your trip or bought your insurance and subject to the terms and conditions of the policy. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

• Can I cancel my trip if I'm not able to use my pre-booked accommodation because a country has closed its borders due to Coronavirus (COVID-19)?

  Providing there was no FCDO advice in place at the time you bought your insurance or booked your trip then yes, you can claim for cancellation if at the time you are due to travel, the country you are travelling to has closed its borders to UK citizens. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

• If I have to cancel my trip because I've been told to self-isolate when I‘m due to go away; am I covered for cancellation?

  Yes, as long as when you booked your trip or bought your insurance - whichever was later - you weren't aware that you needed to self-isolate. You should first speak to your trip provider to see if they can provide a refund or offer you an alternative.

• If I'm diagnosed with COVID-19 when I'm due to go on my trip; am I covered for cancellation?

  Yes, as long as when you booked your trip or bought your insurance - whichever was later - you weren't aware that you had COVID-19 or were being tested for it. You should first speak to your trip provider to see if they can provide a refund or offer you an alternative.

• If I have to cancel my trip because the Foreign, Commonwealth & Development Office (FCDO) is advising against travel to my destination; am I covered for cancellation?

  Yes, as long as when you booked your trip or purchased your insurance - whichever was later - the FCDO wasn't advising against travel to your destination. Where the advice is all but essential travel, cover is only available when that advice is in place within 28 days of your departure. You should first speak to your trip provider to see if they can provide a refund or offer you an alternative.

• If the area I live in is locked down by the UK Government and I'm therefore not able to go on my trip; am I covered for cancellation?

  Yes, as long as when you booked your trip or bought your insurance - whichever was later - you weren't aware that the area in which you live was going to be or is locked down. You should first speak to your trip provider to see if they can provide a refund or offer you an alternative.

• If the area in the UK I'm due to travel to has been locked down by the UK Government, and I'm therefore unable to go on my trip; am I covered for cancellation?

  Yes, as long as when you booked your trip or bought your insurance - whichever was later - you weren't aware that the area you were travelling to was going to be or is locked down. You should first speak to your trip provider to see if they can provide a refund or offer you an alternative.

• Can I cancel my trip if I'm unable to use my pre-booked accommodation because a country has locked down the area I am due to travel, to due to Coronavirus (COVID-19)?

  You can claim for cancellation providing there was no FCDO or local country advice in place at the time you bought your insurance or booked your trip. This only applies if - at the time you are due to travel - the country you're travelling to has locked down the area where you're due to travel. You should first speak to your trip provider to see if they can provide a refund or offer you an alternative.

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

  Providing there was no FCDO advice in place at the time you bought your insurance, booked your trip and at the start date of your trip, your policy will provide cover under the 'cutting short your trip' section of the policy for reasonable additional accommodation and transport.

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

  As long as you're not travelling against medical advice and aren't travelling to an area when the FCDO has advised against all travel, then you'll be covered for emergency medical treatment and reasonable additional travel expenses that you may incur as a result of becoming ill.

  If the FCDO advice changes while you're on your trip, you'll still be covered if you need to claim for medical expenses.

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

  There's no cover under your travel insurance where you're refused entry to your destination because you don't 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 FCDO advice.

• Will I be covered if FCDO advice is put back in place after I travel?

  Yes, if the FCDO advises against all travel or all but essential travel once you're on your trip, your policy will provide you with cover under the 'cutting short your trip' section of the policy for reasonable additional accommodation and transport.

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.

• How does working from home affect my home insurance?

  If you are carrying out clerical work from home, such as using a phone and computer, you do not need to call us. If your work means that you will have an increase of visitors to your house, please give us a call on 0345 246 8372 so we can make sure you have the right cover in place.

• Am I covered if something happens to my work equipment at home?

  If your employer has provided you with equipment to work, this will usually be covered by their business insurance so you do not need to add it your policy.

• Due to self-isolation, or being unable to travel home from abroad, my house is unoccupied, does this mean the property is not covered?

  Typically, if a home is unoccupied for more than 60 days, then any insurance will not cover loss or damage caused by the following:

  • by theft or attempted theft
  • by vandalism or malicious damage
  • by water or oil escaping from any fixed water or heating installation or from any domestic appliance
  • by any fixed water or heating installation freezing
  • by accidental damage
  • to freezer contents
  • to contents outside

  However, we are in unprecedented times and all claims will be treated on a case by case basis so therefore unavoidable un-occupancy due to COVID-19 be considered acceptable up to 12 weeks. Where it is safe to do so, we would encourage family and friends who are not vulnerable to periodically check on the unoccupied property and take all reasonable steps to ensure that it is secure.

• I am temporarily unemployed due to COVID-19 and I am unable to pay rent to my landlord; will my home insurance cover this?

  No, this is not covered by your home insurance. Loss of Rent is covered when someone has to move to alternative accommodation following an incident which is covered by your policy.

• Will my home insurance cover a deep clean of my home if someone in the house contracts COVID-19?

  No, this is not covered by your home insurance.

• I am usually away from the home during the day but because of self-isolation I am at home all of the time, is this something I need to tell my home insurer?

  No, you don't need to call us if you are home more often because of the virus.

• I am self-isolating but I have a tradesperson coming to work on my house as part of a claim, do I need to let them know?

  Yes. These questions will be asked as part of our supplier triage process. Our supplier will then discuss with you the most appropriate way of dealing with your claim.

• I have Coronavirus. If a tradesperson is coming to work on my house as part of a claim, do I need to let them know?

  Yes. These questions will be asked as part of our supplier triage process. Our supplier will then discuss with you the most appropriate way of dealing with your claim.

• Can you reassure me that your suppliers who are visiting my house don't have the virus?

  We can't guarantee this at this stage as it would require regular testing. Our suppliers are closely monitoring the health of their workforce and are complying with the current Government guidelines on social contact and isolation.

• Can I delay the visit by your supplier until a later date as I am self-isolating/have the virus/worried they will give me the virus?

  We will discuss this with you and offer advice depending on your circumstances. We will also be offering customers practical advice on steps they can take immediately and for certain types of claim we may be able to progress via a digital route.

• A friend or relative is staying with me during the lockdown period. They aren't paying rent. Will this affect my home insurance?

  We'll take a pragmatic approach to additional visitors that may be staying with you during the lockdown period, as specified by the Government.

  We understand that some individuals may require additional care and help during these unprecedented times and will not require you to contact us to advise that you have additional long-stay guests.

  This advice is subject to change, depending on the length of time that the Government requires the current social distancing requirements. Remember, any claims for theft will only be accepted if there is evidence of a break-in. We recommend that you keep your home protected by showing your house guest how to ensure the property is secure and any other information that they may need to know.

• I have a reduced income as a result of Coronavirus (COVID-19) and can't afford my ongoing monthly home 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'

• I'm in isolation and I can't pick up/drop off my car for repair?

  We will remotely assess the damage on the vehicle and then arrange pick up/drop off after your isolation period has ended.

• My car is due for repair, what do I do?

  At peak demand times we'll prioritise undrivable vehicles. If your vehicle is still roadworthy we may contact you to change the original booking date. We'll do our best to minimise any inconvenience.

• Is my car going to take longer to be repaired?

  We don't expect so, but things are changing daily, so if we need to change something we'll contact you.

• If I have a crash, will you recover me?

  Our aim is to keep customers safe. If you're not in isolation we'll come out to you. However, if you're self-isolating at home, please contact us after your isolation period ends.

• How do I know my car (or hire car) will be cleaned properly?

  Vehicles are being cleaned in line with Government guidelines.

• Will my medical treatment, resulting from my claim, still be happening?

  Our suppliers will continue to treat patients as long as it is clinically safe and appropriate to do so. However, should you prefer not to attend a clinic for treatment at the moment, or are self-isolating, this can be placed on hold until the period of self-isolation ends or until further notice. Treatment cannot be provided on a remote, virtual or online basis at this time.

• I'm stuck abroad and my foreign use extension is expiring, what should I do?

  Let us know. We will extend foreign use for free for those stuck abroad due to closed borders or isolation.

• I purchased foreign use, but no longer require it as holiday has been cancelled. Can I get a refund?

  We'll offer a full refund for foreign use if your holiday has been cancelled.

• I have a reduced income as a result of Coronavirus (COVID-19) and can't afford my ongoing monthly motor 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'

• My MOT is expiring/has expired, but I cannot get a new one as my local garage is closed. Will my insurance still be valid?

  The Department for Transport has issued a six month extension to all MOTs due for expiry from 30th March. Please take the time to carry out basic vehicle checks such as checking tyre pressure, water levels, ensuring oil and windscreen liquid are at the correct levels and that lights work - your safety is paramount. More detail can be found here: https://www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-from-30-march-2020.

• I'm currently not driving my car as I'm not leaving the house. Do I still need cover?

  It's a legal requirement for your vehicle to be insured, even if you're not driving it, unless it is declared as 'off the road' with the DVLA. You can find more information here: https://www.gov.uk/sorn-statutory-off-road-notification.

• Will the installation of my hardwired telematics device still take place?

  To protect our colleagues and customers, we've made the decision to temporarily stop offering installations. As soon as we're able to, we'll contact you to offer an appointment. Your insurance will continue to run as normal and won't be impacted by the device installation delay. Your renewal price will be based on your driving score, which will be calculated from the point that your device gets installed.

• Do I need to inform you if my occupation has changed, I'm volunteering or if I now need to drive for work?

  If your occupation or employment status has permanently changed:
  You must tell us to ensure you have the correct cover in place.

  If you are volunteering (unpaid) for the NHS and/or supporting those affected by COVID-19:
  You will be covered, and you don't need to tell us.

  If your occupation has temporarily changed and you are not volunteering (i.e. you are being paid):
  You don't need to tell us and you will automatically be covered to drive your car to various places of work, regardless of whether or not your employer has changed, unless:

  • You are working as a chauffeur, courier or driver
  • You work in the motor trade
  • You are being paid to deliver goods that are not owned by you or your employer.

  In these cases we can only insure your vehicle for social, domestic and pleasure (SDP) purposes. If you require additional cover, please seek specialist insurance through a different provider or through your employer.

• 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

• I have an existing claim; do I need to do anything?

  If you reported a claim before 13th March, your claims payments will continue to be paid in line with your policy terms and conditions.

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 15^th 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 15^th 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'