IMPORTANT INFORMATION: Coronavirus (COVID-19) Help & Support Updated on 22nd May 2020
IMPORTANT INFORMATION:
Coronavirus (COVID-19) Help & Support
Updated on 22nd May 2020

Covid-19 FAQs

Coronavirus (COVID-19)

We appreciate you might be worried about the impact of Coronavirus and wanted to let you know that we are now operating with minimal staff in an effort to help with the national effort to slow the spread of the virus. Supporting our customers and protecting our staff is our absolute priority, and we’re working hard to ensure we’re here to help as the situation develops. If you haven’t already done so, please register for our customer portal where you can view and download your policy documents and make amendments to your policy*.

If you have broken down or need to make a claim you can contact us via 0203 738 7300 (please note the breakdown and claims team cannot help with sales, renewals or amendments). You may experience longer than usual wait times and we apologise in advance for this.

If you wish to renew a policy or amend a policy we are now only available via our live chat service. Our live chat team will be happy to help. Please bear with us as we’re exceptionally busy.

It’s worth remembering that we have a customer portal that is available for you to use 24/7 should you need to view your policy documents or make changes to your policy. Using our portal will help ensure that our live chat service is available for vulnerable customers and those who need to make a claim or renew their insurance in the next 30 days.

If your policy isn’t on auto-renewal, please contact us via live chat to renew if we haven’t already been in touch.

You can still purchase additional policies online as normal (remember to use GIVEME40 to get £40 off any additional policies you purchase).

On behalf of all the team at One Call, thank you for support and understanding. Please look after yourselves and your families as we go through these uncertain times together.

The One Call team

*Amendments only available to car and van customers.


Coronavirus: Frequently asked questions

If your policy is on automatic renewal and you are happy with the policy, we will ensure you policy renews as per the T&Cs and timeframes outlined in your renewal documents. If you would like to make any changes or are unhappy please via live chat.

If your policy is not on automatic renewal – please contact us to renew the policy via live chat.
If you are a car or van policyholder, the easiest way for you to make changes is via our customer portal or via our live chat team.

If you are a home or motorcycle policyholder, then you can make a change via our live chat team.
Please follow the instructions given in your policy documents. Our claims team are and will continue to operate but with minimal staff so please bear with us. You can make a claim online or by contacting our claims team 24/7 by calling: 0203 738 7300.

    • For new motor claims our team are open 8am until 8pm - 7 days a week.

    • For vehicle breakdown claims our team are available 24/7.

    • For new and existing household claims and existing motor claims our team are open 9am-5.30pm Monday to Friday.

    • For home emergency claims our team are available 24/7.
Please follow the instructions given in your policy documents. You can contact our breakdown team 24/7 by calling: 0203 738 7300.
If you are using your own car for voluntary purposes to transport medicines or groceries to support others who are impacted by COVID-19, your cover will not be affected. You do not need to contact us to update your documents or extend cover.
To discuss cancelling your policy please use our live chat service.
We are happy to discuss options if you are struggling to pay for your insurance. This may be changing your direct debit date, reducing cover or offering a payment holiday. Please contact our live chat team who can look at how we can assist you.
It can sometimes take a couple of days to process your policy, especially during busy periods. Please check if you have had a customer portal activation email from us. If you haven’t received this (please also check your junk/spam folder), you may not be covered, so please contact our live chat team who will be able to provide you with advice and support.
In the majority of cases, you should be covered as long as your work is administrative i.e. computer/desk based, you aren’t handling large amounts of cash and you have no work related visitors to your home. If you meet this criteria then there is no need to contact us.

Depending on your cover and/or your employer’s insurance, then your work equipment may be covered in the event of damage or theft whilst working from home. Please check your policy documents on our customer portal.

If you are concerned or unsure or if you handle cash or have visitors to your home as part of your work, then please contact us via live chat and one of our agents will be happy to assist.
If your MOT is due on or after the 30th March and you are unable to take it for the retest, then don't worry the government has automatically extended your MOT for an additional 6 months and you will have continuous insurance cover. You can find more information here: https://www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-from-30-march-2020
In an ideal world we do still need to check these – but at the moment please don’t worry about it. We will be in touch when things return to normal if we still need to see these documents to validate your policy.
You don’t need to do anything. We will automatically upgrade your policy. If you breakdown, please contact our team 24/7 on 0203 738 7300. Please remember to let us know that you work for the NHS/are a carer.
Yes you can contact us by post. We’re here should you need us and happy to help with policy amendments, renewals and cancellations. We can also assist with any general support you might need including payment holidays, reducing or increasing cover.

If you choose to contact us via post, please just be mindful of Royal Mail delivery times and include your full name, address and policy number in any correspondence.

Our address is:

One Call Insurance
Freepost
PO Box 664
Doncaster
DN1 1WA