NHS Staff and emergency workers

If you or a named driver on your policy are a key worker, we’ve made several changes to your cover to make life a little easier if you have an accident.

You do a vital job, so here's how we're supporting you if you have an accident or your car is stolen.

Free replacement vehicle

If you have an accident between 23 March and 1 July 2020 and your vehicle can be repaired, the garage doing the work will give you a courtesy vehicle to get you back on the road as soon as possible after an accident until your vehicle is repaired. If for some reason a courtesy vehicle isn’t available, we’ll make sure you get a replacement hire car, free of charge.

If your vehicle is a total loss, we’ll provide a replacement vehicle for 14 days so you have time to find a new car or van.

No excess for new claims

As of 8 April and up until 1 July 2020, we won’t apply an excess on any new claims except for windscreen claims. Although you’ll initially pay an excess for a windscreen claim, we’ll refund it within 14 days.

If you’ve made a claim for an accident that’s happened since 23 March and have already paid an excess, we’ll refund this within 14 days. Don’t worry – there’s no need to contact us about this.

Your Questions Answered

When did this benefit start?

We have decided to start this benefit from the point that the UK Government announced that the country would go into lockdown on the 23 March 2020.

If you had an accident on or after the 23 March 2020 & this benefit was not discussed when you reported your claim then please do not worry as we are proactively identifying eligible customers & will be in contact to reimburse any excess payment & arrange a replacement vehicle were it is needed.

When does this benefit end?

This benefit applies to all claims that occurred between 23 March and 1 July 2020 provided either you, or a named driver on your policy, work in the NHS, emergency services or health care. If your accident occurred after 1 July 2020, the benefit doesn't apply as it should be possible for you to access a replacement vehicle. However, if you're struggling without a replacement vehicle then please contact us to discuss as we may be able to help. 
 

I’m an NHS/emergency services/healthcare worker and had an accident before the lockdown period began (23 March 2020) or after 1 July 2020. Am I still entitled to a replacement vehicle or excess waiver?

If your accident occurred before 23 March 2020 or after 1 July 2020 then we will not waive your excess and you will not be eligible to a replacement vehicle under this benefit, however, you may still be entitled to a replacement vehicle under the existing terms of your policy.

If you are an NHS/emergency services/healthcare worker and you are struggling without a replacement vehicle then please contact us to discuss as we may be able to assist.

I have had an accident after the 23 March 2020 and before or on 1 July 2020 however only have third party cover. Am I still eligible for this benefit?

This benefit is applicable for customers who are able to claim for vehicle damage or loss so can only be used for claims on comprehensive or third-party fire & theft policies. Third party only policies are not included.

I already have a replacement vehicle from your approved repairer. Is there any need for me to contact you?

There is no need to contact us if you are already in a vehicle supplied by one of our approved repairers as the replacement vehicle provided under this benefit will be in the same class as the vehicle from our approved repairer.

We will also contact the approved repairer direct to make them aware to not charge you an excess when you collect your vehicle, following repairs being completed.

I have a replacement vehicle under this benefit. Are you going to take it off me?

Your replacement vehicle will be collected on or before 15 July 2020, dependent on whether the 60 day free period has expired. Auxillis will contact you shortly to discuss a collection date which is convenient for you. 

If you have bought a Hire Car ancillary, the 28-day hire period will remain in force as per the agreed terms of your contract.
 

I have already paid my excess for my windscreen claim. How do I get this back?

There is no need to contact us for this, we are aiming to refund the excess within 14 days of your claim.

I have already paid my excess after my vehicle has been repaired/total loss settlement received. Do I need to contact you to claim this back?

There is no need to contact us directly. If your accident occurred on or after the 23 March and before or on 1 July 2020 and you're eligible for this benefit, we'll contact you to arrange reimbursing the excess you have already paid.

I am not an NHS/emergency services/healthcare worker but the named driver on the vehicle is. Are we eligible for this?

Yes. As one driver on the policy is classed as an NHS/emergency services/healthcare worker then you will be eligible and we will either discuss this when the claim is set up or if you have already made a claim for an accident on or after the 23 March 2020 then we will be in contact to discuss this.

I am not claiming on my comprehensive policy. Can I still get a replacement vehicle?

As no claim is being made for vehicle damage, we will not be able to provide a replacement vehicle

I took a new policy out with you on or after the 23 March 2020. Can I use this use this benefit as I now need to claim?

Absolutely, this benefit applies to both new and existing customers as long as you or a named driver on the vehicle are an NHS/emergency services/healthcare worker.

I want to use my own garage. Can I still use this benefit?

We would always recommend using one of our approved repairers as we can guarantee the quality of their work & assist in monitoring and managing any repairs on your behalf if needed. Our approved repairers will also provide you with a replacement vehicle under the terms of your policy.

If you still wish to you use your own garage, then please highlight this when you report the claim to us. If you have already reported the claim, then please contact us to make us aware of this.



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