For any claims made during the latest lockdowns (Wales 20 Dec, Scotland and Northern Ireland 26 Dec and England 5 Jan 2021, until 12 April 2021), if you or a named driver on your policy work for the NHS, emergency services or in health care, we'll give you a replacement vehicle to keep you on the road until your vehicle is repaired, or for 14 days to allow you to find a new vehicle. This applies if your vehicle is undriveable after an accident or is stolen.

If your vehicle is a total loss, you'll get a replacement vehicle for 60 days or for 14 days after 12 April 2021, whichever comes first, giving you additional time to find a new van.

And to make life a little easier if you have an incident during the latest lockdown, we’re also waiving your excess.

Any incident which took place during the lockdowns above and was reported before 12 May 2021 has been refunded in full. Any late reported claim after 12 May 2021 will now be subject to the standard policy excess.

From 30 March 2020 for 12 months, all cars and vans will receive a 6-month exemption from MOT testing to allow essential travel. Being unable to get your vehicle tested won't invalidate a claim providing you keep your vehicle safe and roadworthy during this time. Please see GOV.UK for advice on how to keep your vehicle safe. Garages will remain open for essential repair work during this time.

No, there's no need to update your occupation details, how you use your vehicle or your mileage. If you're transporting people, delivering medical supplies or equipment, your insurance policy is still valid. If you're doing more or less driving than usual because of your volunteer work, you don’t need to update your policy. The cover does not extend to Blue Light use.

Giving other people lifts for free won't affect your cover. You don’t need to let us know if you're giving lifts to people for free.

Volunteering to deliver food and supplies for free to those who are vulnerable or otherwise unable to leave the house due to Coronavirus (COVID-19) won't affect your cover. You don’t need to let us know if you're delivering food and supplies.

If you've had to close your restaurant but you're offering takeaway instead, you can use your vehicle to deliver food temporarily until government advice changes or restrictions are lifted.

If restaurant staff are expected to temporarily deliver food instead of their usual duties, we'll also accommodate them if they're insured with us. If they're driving your vehicle, they’d need to appear on your Certificate of Motor Insurance.

We'll continue to review our approach in line with Government advice.

In peak demand 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.

Customer total loss settlements will be our priority. Please check for emails or take calls from us to discuss validation and settlement.

If you get any urgent documents or correspondence from other companies, please email us with the claim reference number in the title field.

If you're awaiting a decision on liability or any other part of your claim, please don't contact us for the time being.

If you have to use your vehicle to travel to work, to a different site or multiple sites due to the COVID-19 outbreak, your insurance will still be valid, and you don’t need to contact us to update your policy.

As this is a temporary change due to very unusual circumstances, your cover won’t be affected and there’s no need to contact us to change your address.

Currently no. If you're in a period of isolation and can't use your vehicle for longer than a few months you may need to.

If you're doing more mileage due to the current COVID-19 outbreak, you don\'t need to update your mileage. If you continue to have a higher mileage after the COVID-19 outbreak, please contact us to update your policy.

If you've driven to mainland Europe and are now unable to get back because of restrictions on travel due to the Coronavirus (COVID-19) outbreak, you'll still be fully covered, even if you go over the 90-day limit.

Please keep a record of your travel as we may need this to validate your claim. You don't need to contact us to let us know you're still abroad.

If you need someone else to drive your vehicle you have two options:

1. Add them to your policy. We’ll only cover someone who’s named on your policy to drive your vehicle. You can do this online through our Make a Change portal.
2. Some insurers allow motorists to drive other cars so check if their own insurance covers them to drive your vehicle. It should say in their insurance documentation whether they have this cover and under what circumstances this can be used.

If you’re struggling to make your payments due to the impact of COVID-19, please let us know as soon as possible through one of the options on the contact us page (phone, webchat or email). 

Depending on your circumstances there are different ways we might be able to help, like:

• Postponing the date payment is due
• Changing your policy details to reflect your new circumstances (e.g. reduced mileage or fewer named drivers)
• Removing any optional extras or policy upgrades you don’t need
• Suspending your policy 
• Cancelling your policy (if appropriate)

If your policy is active we can’t stop your payments altogether but we can suspend them for 28 days and take the payment next month alongside your existing instalment. If you think you’ll be unable to make your payments it’s important to let us know as early as possible so we can discuss your options and see how we can help.

If your payment has been rejected by the bank, please contact us and our advisers will be able to help you in a way that's tailored to your needs.