I'm eligible for the Stay at Home Refund, what do I need to do?

First of all, thank you for staying at home and helping keep everyone, particularly NHS frontline and key workers safe.

The great news is you don’t need to do anything, we’ll take care of it. All refunds will be processed by the end of May and you will get a specific communication when we are ready to process yours, depending on how you pay for your Car insurance. If you do require further information, please click here.

I’m an NHS/emergency services/health care worker and I'm worried I'll be stuck without a vehicle if I have an accident – what can I do?

For any claims made up until 1 July 2020, if you or a named driver on your policy work in the NHS, emergency services or 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, is a total loss or is stolen.

And to make life a little easier if you have an accident on or before 1 July 2020, we're also waiving your excess – find out everything you need to know in our dedicated FAQs.

I'm unable to take my car for its MOT – will this affect my cover?

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.

I'm volunteering for the NHS, do I need to tell you?

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.

I'm volunteering to give local people lifts – will this affect my cover?

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.

I'm volunteering to deliver food and supplies to people who are self-isolating – will this affect my cover?

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.

I've had to close my restaurant and want to deliver food instead – will this affect my cover?

If you've had to close your restaurant but you're offering takeaway instead, you can use your private 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 car, they'd need to appear on your Certificate of Motor Insurance.

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

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

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.

My car is a total loss, what will happen?

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

Has the Third Party Insurer admitted liability yet?

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.

What should I do if the way I travel to work has changed?

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.

I'm self-isolating and my car is being kept at a different address to the one on my policy – will this affect my cover?

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.

Do I need to change my mileage?

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.

I drove to Europe before the outbreak and I'm currently unable to return to the UK. Will I still be covered if I go over the usual 90-day travel limit?

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.

Can someone else drive my car if I'm unable to?

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

  1. Add them to your policy temporarily. 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

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