Co-op Car Insurance coronavirus information
Last updated at 2pm on Thursday 4 June 2020
Due to government advice around the coronavirus (COVID-19) outbreak we’re reducing our opening hours. This is to protect the safety of our colleagues but still remain available to our customers.
Our new opening hours are 9am to 6pm from Monday to Friday, 9am to 4pm on Saturdays and 10am to 2pm on Sundays.
You can make a new claim 24 hours a day online or by phone, however for existing claims our opening hours are 9am to 5pm, Monday to Friday.
If you’re struggling financially and are worried about your insurance, then please contact us. We have a variety of options available to help you during this time.
So that we can support customers in difficulty, for all other calls please only contact us if it’s absolutely necessary.
We apologise for any inconvenience and appreciate your help as we find the best ways to assist customers and colleagues in these unprecedented times.
Coronavirus frequently asked questions
Payment and renewals
I’m worried about how I will pay for my insurance, what options do I have? Will you still cover me if I miss a payment?
Yes, we’re here to help. We understand that there may be a financial impact on our customers due to coronavirus. If you think you may be unable to maintain your regular policy payments, please contact us as soon as possible on 03457 46 46 46^.
We have specialists on hand who can discuss your individual circumstances and agree how we can help with your financial situation.
There are several ways we may be able to help including:
- moving your payment dates
- agreeing partial payments or payment holidays in the short term
- removing some fees applied to your policy.
Don’t wait until you miss a payment as we can help you in advance.
We ask that you don’t cancel your payments or direct debits as this can result in your policy being cancelled and we don’t want you to be left uninsured. Please get in touch with us in the first instance.
I can't get through to someone on the phone. How do I make sure my policy doesn't renew?
If you pay annually, and you don't want to renew, you don't need to contact us. Your policy won't renew if we don't receive payment. If your policy is on direct debit then please cancel your direct debit at your bank.
I usually pay by GIRO but can't get to the bank, what do I do?
If you call us on 03457 46 46 46^ one our advisers will talk you through what options we have available to help.
Can I still contact you by post?
Yes. We are still able to receive post, but this is dependent on postal services and their timescales.
The quickest way to get an answer remains our contact centre, as well as our coronavirus FAQs.
Will I still get my documents from you through the post?
Yes. We are still sending out documents in the post as normal. When you can expect to get your documents will depend on postal services and their timescales.
I am struggling to pay my premium, will this affect my claim?
We understand that there may be a financial impact on our customers due to coronavirus.
If you are struggling financially and are worried about the impact this may have on a new or existing claim, please call us on 0345 999 8888^ and speak to one of our advisers.
Will I still be able to make a claim?
Yes, you can still make a claim on your policy. Please visit our make a claim section.
Will my existing claim be affected by coronavirus?
We'll do all we can to progress your claim as quickly as possible. You may experience some delay as our approved repairers have reduced staffing levels.
Given the disruptions to international transport and manufacturing because of coronavirus, it may also take longer to get the necessary parts to repair your car.
We'll keep you informed of any changes and do our best to minimise any inconvenience.
I've reported a claim on your website. What happens next?
We will contact you as soon as possible to discuss next steps with you.
This will usually be within 48 hours of you reporting the claim.
What should I do if the way I travel to work has changed?
If you have to drive to work, to a different address for work or to multiple work addresses because of the coronavirus crisis, your insurance will still be valid.
You do not need to contact us to update your documents or extend your cover.
Will I be able to get my car repaired during the coronavirus outbreak?
Yes. We'll do all we can to progress the repairs to your car as quickly as possible but you may experience some delay as our approved repairers have reduced staffing levels.
Given the disruptions to international transport and manufacturing because of coronavirus, it may also take longer to get the necessary parts to repair your car. We'll keep you informed of any changes and do our best to minimise any inconvenience.
I'm in isolation and I can't pick up or drop off my car for repair?
Our approved repairer will contact you to discuss this.
They'll either collect/deliver your car, or ask you to drive it to/from their premises once your period of self-isolation has ended.
My vehicle is undriveable and there is a delay in getting into a garage. What happens next?
We’ll contact you to discuss the best way to progress your claim and we will try to keep any delay to a minimum.
If I have a crash will you recover me?
If your car is immobilised at the scene of an accident we'll arrange recovery.
If your car is at your home address, our approved repairers will collect the car once they're able to start the repair.
If you're in isolation please contact us once your isolation period has ended and we'll make arrangements for one of our approved repairers to collect your car.
I sent you a written communication and/or evidence in support of my claim, what will happen now?
We're continuing to work through all customer communications and will respond to you as soon as possible.
We've reduced our opening hours and are working with reduced staffing levels, so it may take us a little longer than usual to reply. We appreciate your patience and understanding and would ask you not to call us unless it's urgent.
My car is due its MOT and I’m unable to get to a garage, will my insurance void?
The government has extended all car and light van MOTs that are due on or after 30 March 2020 by six months.
Providing you keep your vehicle safe to drive, your cover will not be affected as long as you get your MOT completed by the end of this extension period. The UK Government website has the latest information.
I am an NHS volunteer responder, am I covered to use my car as part of my volunteer work?
Yes. As an NHS Volunteer Responder, you do not need to contact us to update your documents or extend your cover.
If you are using your own car for voluntary purposes to transport medicines or groceries to support others who are impacted by coronavirus, your cover will not be affected.
I'm not currently driving my car as I'm not leaving the house. Do I still need cover?
Yes. It's a legal requirement for your car to be insured unless you register the car as off the road and apply for a 'Statutory Off Road Notification' (SORN) from the DVLA.
If you decide to register your car as SORN, we can provide Fire and Theft cover only. Please call us and our advisors will be able to provide you with details.
I'm on holiday and I can’t get back but my Green Card is running out. Will I still be covered?
Yes. When travelling in the EU or certain other associated countries, there is not currently a requirement to carry a Green Card with you.
If you are stuck abroad due to closed borders or isolation, we would extend your Foreign Use Cover. If possible, please contact us to let us know.
Could I reduce the mileage on my policy if I can't drive for a few months?
Yes, but only if you think your mileage is going to be reduced significantly for the foreseeable future.
If this is the case, you should call us on 03457 464646^ and speak to one of our advisors to update your details.
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?
No. As this is a temporary change due to very unusual circumstances, your cover won’t be affected.
You do not need to contact us to change your address or update your documents.
Do I need to change my mileage?
Only if you think your mileage is going to be reduced significantly for the foreseeable future.
If this is the case, you should call us on 03457 464646^ to update your mileage.
Can someone else drive my car if I’m unable to?
They're only covered to drive your car if they're a named driver on your policy.
If you want to add them as a named driver to your policy you should contact us on 03457 464646^.
If the person has their own car insurance, it's possible their policy may cover them to drive other cars.
It should say in their insurance documentation whether they have this cover and under what circumstances this can be used, make sure you check this carefully.
This cover is usually only on a third party basis, meaning they would only be covered for damage to another vehicle or person. It is unlikely that they would be covered for any damage to your car.
Is it likely that the response to my complaint will be delayed due to the coronavirus outbreak?
It is possible that you may experience a delay in receiving a response to your complaint. However, we want to reassure you that we’re doing everything possible to help you during this difficult situation.
Over the next few weeks we’ll be working very hard to prioritise complaints, ensuring that we support customers most in need during this period. This may mean that it will take longer to respond to your complaint.
What we're doing to help
As part of our membership of the Association of British Insurers, we've made a pledge to support people affected by the impact of coronavirus.
1. We'll support you if you need to make a claim.
There are plans in place to continue to handle claims calls in these challenging circumstances.
2. We'll support you if you're working from home.
If you have a clerical (office) job and need to work from home due to government advice or to self-isolate, your insurance policy is still valid. You don't need to tell us about this.
3. We'll support you if you can't work from home.
If you need to drive to work instead of getting public transport because of the impact of coronavirus, your insurance policy will still be valid. You don't need to tell us about this.
4. We'll support you if use your car to help your community.
5. We'll support our keyworkers.
If you’re a keyworker and need to drive your own car to different places of work because of the impact of coronavirus, your cover is not affected. You don't need to tell us about this.