Co-op Young Driver 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 1pm on Saturday.

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.

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.

Payment, renewals and cancellations

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 0333 009 6702^.

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.

How can I renew my policy?

If your renewal is due, you should still be able to renew in the usual way, although 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. As usual if you pay by direct debit and do not need to make any changes to cover, your policy will renew automatically.

How can I cancel my policy?

If you want to cancel your policy you should still be able to do this in the usual way, although you may experience slightly longer than usual call hold times due to staff shortages.

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 where you have requested this as your preferred method of communication.

When you can expect to get your documents will depend on postal services and their timescales.  Most of your documents are already sent by email, and put in your online dashboard, so remember to keep on regularly checking them too.

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 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.

I've reported a claim on your website, what happens next?

We will contact you as soon as possible to discuss the next steps. 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 (COVID-19) 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.

Black box fitting and charges

I'm waiting for my black box to be fitted, how long will it be?

All our engineers are now back at work. If you have bought your policy on or after 1 June 2020, your black box device should be fitted within 14 days of buying your policy.

If you are a key worker and are having difficulties making your appointment within those 14 days please contact us  as soon as possible on 0333 009 67026^.

Will I be charged for a missed appointment?

If you are a keyworker, please do not worry, we will not be issuing charges for missed appointments which are caused due to you needing to work at this time.

Please try to help us by rearranging your appointment and allowing at least 24 hours’ notice.

What if I haven’t got my box fitted yet, am I still insured to drive?

Yes you are fully insured to drive from the inception date of your policy. It is a condition of your policy that you have a box installed within 14 days of the policy inception date.

If you are a key worker and are having difficulty getting your box installed please get in touch with us as soon as possible on 0333 009 67026^. 

Is it safe for an engineer to fit a box to my car?

Our engineers will only install a box in your car where it is safe to do so.

We will, wherever possible, come and fit the box at your home address and we will not ask you to move your car to get the box fitted.
 

What do I do about getting a box fitted in my new car?

A provisional date to fit your box should have been made when you bought your policy.  Our install team will be in touch with you to confirm that date.

If you then realise that you can’t make that appointment, please let us know with at least 24 hours’ notice. Otherwise, you may be charged a missed appointment fee. 

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.

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.