Co-op Home Insurance coronavirus information

Last updated at 7am on Thursday 2 April 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.

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 FAQs

I have been advised to work from home. Will my home insurance policy be affected if I don't tell you that I'm working from home?

If you need to work from home to do clerical/admin duties because of UK Government advice or because you need to self-isolate, your home insurance cover will not be affected. If you are normally out during the day, you don't need to let us now that this has now changed. You do not need to contact us to update your documents or extend your cover.

I have been advised to self isolate for 12 weeks, and I am going to stay with someone else for this time, leaving my home unoccupied. Am I still covered?

Your policy covers 60 days unoccupied as standard. If UK Government advice says you need to self-isolate for more then 60 days, you will still be covered. 

I am doing some voluntary work to help out my community. Do I need to let you know?

Any voluntary work that is not paid will be covered under the legal liability section under contents, if you have this cover on your policy.

My house needs a deep clean after a coronavirus (COVID -19) contamination. Would my policy cover this?

No. Accidental Damage means physical damage that's caused suddenly by an external event and that's unexpected and not deliberate. So the need to deep clean doesn't fall within this definition.

My employer has allowed me to work from home, is my office equipment covered?

Yes, in most instances your employer will cover the costs of the equipment once it leaves the office and whilst inside your home. If your employer has made you legally responsible for the equipment this will be covered under the terms and conditions of your home insurance policy up to a maximum limit of £5,000. You don't need to contact us to update your documents or extend your cover.

Do I need to tell you if I have a live-in carer because I'm suffering from coronavirus?

No. Your cover will operate as normal and the normal terms and conditions apply. Live in carers will be classed as domestic employees and if you have contents insurance this will cover your legal liabilities towards them up to a limit of £2M. You don't need to contact us to update your documents or extend your cover.

I am unable to get home due to coronavirus (e.g. hotel/cruise ship/country lockdown/delayed flights)? Do I need to tell you if my home will be unoccupied for longer than expected?

No. Your policy covers 60 days unoccupied as standard. If UK Government advice says you cannot return to your property for more than 60 days, you will still be covered. You don't need to contact us to update your documents or extend your cover.

I've been asked to send you a copy of a valuation for my high value item but I’m self-isolating/unable to get a valuation due to coronavirus. What should I do? 

Don't worry, you must follow the movement/self isolation guidelines set out by the UK Government. Just send us a copy of the valuation when it is safe to do so. Your high value item(s) will still be covered under the terms and conditions of your home insurance policy. You don't need to contact us to update your documents or extend your cover.

I'm now going to be home in the day time (due to working from home/isolation) but I told you I was only here in the evening. Do I need to let you know this has changed?

No. If you are normally out during the day, you don't need to let us now that this has now changed. You do not need to contact us to update your documents or extend your cover.

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.

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.

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? 

If you have any issues making payment or have missed a payment recently, call us on 03457 46 46 46^ and one of our advisers will talk you through what options we have available to help.  

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.

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.