Co-op Ecoinsurance coronavirus information

Last updated at 9am on Friday 15 May 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 8am to 6pm, Monday to Saturday and 10am to 4pm on Sunday.

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 need to check any policy details, make a change or renew your policy, please log into our self service centre. Once logged in, you’ll be able to use our live chat service which is available 8am to 6pm, Monday to Saturday, if required.

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.

Many questions can be answered by searching our general FAQs, reading our coronavirus FAQs below or checking your policy documents. You can also buy a new policy online.

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, changes 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 0344 412 2101^.

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.

My renewal is due soon. When will you contact me?

We’ll send your renewal invite a few weeks before your renewal date.

This will include your renewal price and will be sent via your delivery preference of post or email.

Your renewal information will also be available via our self service centre.

How can I renew my policy?

You can confirm your renewal by using your self service centre.  

If you need to call for any reason, you may experience slightly longer than usual call waiting times due to staff shortages at this time.

We ask that you please bear with us.

How can I make changes to my policy?

You can make most changes to your policy using your self service centre.

If the change you want to make isn’t available in your self service centre, please use our live chat service.

How can I cancel my policy?

If you want to cancel your policy you will be able to do this by calling us, although you may experience slightly longer than usual call hold times due to staff shortages.

Claims

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 representatives.

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.

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.

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.

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.

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/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 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.

Your cover

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.

This applies to all categories of NHS Volunteer Responders, including transporting patients, equipment, or other essential supplies.

This also applies if you are volunteering to help your communities during the coronavirus outbreak.

My car is due its MOT and I’m unable to get to a garage, will my insurance still be valid?

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’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 and there’s no need to contact us to change your address.

I'm currently not 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 off the road and apply for a 'Statutory Off Road Notification' (SORN) from the DVLA.

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 30-day travel limit?

Yes. If you’ve driven to mainland Europe and are now unable to get back because of restrictions on travel due to the coronavirus outbreak, you’ll still be fully covered, even if you go over the 30 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.

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 update your predicted annual mileage via your self service centre.

Who is insured to drive my car if I’ve been confirmed with coronavirus and need to be taken to hospital?  

If you need to be driven to the hospital, you are covered if you or a named driver on your policy drives your car.

If another driver needs to take you, then they will need to check their own insurance cover to see if their own policy allows them to drive other people’s cars and on what basis.

Alternatively you can add a driver to your policy using the self service centre.

Complaints

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.

Our pledge

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.

You can use your car for voluntary purposes in any capacity as an NHS volunteer to support people affected by coronavirus. Your cover is not affected and you don't need to tell us about this.

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.