Thank you for your support.
Our initiative has helped 37,700 of our NHS, Care and Emergency Worker customers during these unprecedented times. Any incident which took place between these times that 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.
Free replacement vehicle
If you have an incident during the latest UK lockdowns starting from 20 Dec (Wales), 26 Dec (Scotland and Northern Ireland) and 5 Jan 2021 (England), 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 incident 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, 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 car or van.
No excess for new claims
From the start of lockdowns across the UK (dates above) until 12 April 2021, we won’t apply an excess on any new claims that occurred in that period. While 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 incident that’s happened since the start of the latest lockdowns (but before 12 April 2021) and 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've decided to start this benefit from the point the UK Government announced the country would go into lockdown (Wales 20 Dec, Scotland and Northern Ireland 26 Dec and England 5 Jan 2021).
If you had an incident on or after the lockdown began but before 12 April 2021, and this benefit wasn't discussed when you reported your claim, please don't worry. We're proactively identifying eligible customers and we'll be in touch to reimburse any excess payment or to arrange a replacement vehicle where needed.
When does this benefit end?
This benefit applies to all claims from the start of the latest UK lockdowns (Wales 20 Dec, Scotland and Northern Ireland 26 Dec and England 5 Jan 2021) until 12 April 2021, provided either you, or a named driver on your policy, work in the NHS, emergency services or health care. If your incident occurs after 12 April 2021, 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 incident before the lockdown period began. Am I still entitled to a replacement vehicle or excess waiver?
If your incident happened before the UK wide lockdowns began (Wales 20 Dec, Scotland and Northern Ireland 26 Dec and England 5 Jan 2021) your excess won't be waived and you won't be eligible for 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're an NHS/emergency services/healthcare worker and you're struggling without a replacement vehicle, please contact us to discuss as we may be able to assist.
I've had an incident during the latest lockdown but only have Third Party cover. Am I still eligible for this benefit?
This benefit is only applicable for customers who can 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 aren't included.
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've 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's no need to contact us directly. If your incident occurs during the latest lockdown and you're eligible for this benefit, we'll contact you to arrange a refund.
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'll be eligible and we'll either discuss this when the claim is set up or if you make a claim for an incident during the latest lockdown then we'll 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 latest lockdowns began. 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.