Support for brokers during COVID-19

15 October 2021

See how we are supporting our broker partners during the coronavirus outbreak

We’re up and running working at home, with our teams across the business operating as normal. We are committed to keeping you and your clients supported with new resources and guidance during this time. We’re adding to it all the time, so please visit regularly to have access to the latest tools and communications.

Enhancements to our policies

In light of current uncertainty caused by the outbreak of COVID-19 we understand that there will inevitably be an impact on your clients’ insurance needs, so we have introduced changes to our policies.

Temporary cover enhancements 

At no additional charge, we introduced automatic temporary cover enhancements (now extended) in respect to:

  • Employees working from home, including contents taken to an employee’s home
  • Properties which are temporarily closed due to COVID-19

Find out more


If your client is struggling to make payments for affordability or logistical issues, please contact us as we may be able to support you with practical help.

Risk management including surveys

Our dedicated team of in-house risk professionals are on hand to support you and your customers with a variety of services and advice.

Surveys and valuations

Although many of our staff have been able to work remotely, our risk management team have been unable to visit customer sites until additional measures were in place to protect them and others.  As the Government lockdown has begun easing in many parts of the country, site visits have now recommenced, while closely following the latest government guidance. This includes adhering to social distancing, and avoiding handshakes, overnight stays and use of public transport. Other measures, such as avoiding any sites where there may be customers self-isolating, will be implemented along with any potential precautions that have been put in place by customers.

Risk advice line

For advice on risk management issues: either call us on 0345 600 7531 (Monday to Friday, 09.00 to 17.00 - excluding bank holidays) or you can email us at

Claims service during COVID-19

Our dedicated claims team are all operating from home offering you and your customers our usual award winning service.
When it comes to responding to claims relating to COVID-19, we adhere to a clear set of principles set out by the ABI (Association of British Insurers), designed to reassure customers at this uncertain time. Principles including but not limited to:
  • Providing you with clear, accurate and timely communication 
  • Paying valid and evidenced claims as soon as possible, including interim or part payments to help relieve the pressure
  • Where we reach decision not to pay a claim, we will notify you promptly and set out our reasons in full in plain English, including details of our complaints procedure

Social distancing

Claims enquiries

Visit our claims page for all information regarding claims.

0345 603 8381

24 hours a day, 7 days a week


Remote working resources

Along with everyone else, we have had to quickly adapt to working remotely from our teams and other areas of the business and maintain our health and wellbeing.  
Here we share some of the hints and tips of how to make small changes and keep communication going to work effectively together and look after own wellbeing.
Broker wellbeing [side image]