As the global situation around COVID-19 (“Coronavirus”) develops, we all have worries about the health of our family, friends and colleagues. This situation also represents unique challenges for our business, and with this in mind we will be operating our contact centres with reduced capacity and our opening hours change to Mon-Fri 9am to 6pm and Sat-Sun 10am to 4pm, in order to protect our employees and their families.
This means we’d ask you to call only if it’s urgent, and if you do need to call us we ask you to be patient. However, many things that you may wish to call about can often be done more quickly online and you can find details of how together with answers to some of the questions you may have below.
Can I still buy a policy?
At the moment you will only be able to buy a policy online, policies will not be available to buy over the phone. We will be prioritising calls from our existing customers for the foreseeable future.
Is my cover the same?
We would like to reassure you that your policy will remain unchanged and you have the same cover as before this situation began.
What if I have a question?
The good news is that most queries can be answered via our website via our FAQs. You’ll also find email options to contact us, and we aim to answer any emails as soon as we can but please bear with us as this will take longer than usual.
Want to look at your policy documents or make a change to your policy?
If you need to view your policy documents, or make changes to your policy* you can save time and money by doing these via your secure customer portal also available via our website. If you need to make an urgent change to your policy, you can do this by emailing firstname.lastname@example.org
What if I need to send you documents such as proof of no claims bonus, proof of address, or my driving licence?
If we have requested documents from you we’d currently ask you not to send these via the post, you can find details on how to share them here.
What if my policy is due to renew soon?
If your policy is due for renewal it is worth checking your renewal invite email and letter. Many policies will automatically renew so you will need to do nothing, and other options are often available like renewing online via secure payment, your renewal invite will indicate if these are available.
How do I make a claim?
Call our claims team on 0344 840 9537 You can report a claim via our website here if you don’t need urgent assistance and our claims team will call you back within 24 hours. There is also advice on what to do in the event of an incident.
What if I want to complain?
We would like to reassure you that we take all complaints seriously and should you need to raise a matter you can do so here and we will follow our usual complaints process. Unfortunately, we cannot respond to complaints via telephone.
Can I use my vehicle as a NHS volunteer?
Yes, the Association of British insurers states that the cover of anyone using their private car as an NHS volunteer responder will not be affected and you are not required to contact us to notify us.
We can confirm any letters we send to you via post are always sent to you via email too, in the current situation you may be experiencing delays with receiving post. So, please ensure you check our emails regularly, and also check your junk folder too.
We will continue to keep you updated by email, our social media accounts and website, and for more information on steps you can take to mitigate the spread of COVID-19, please visit the Department of Health & Social Care website.
Thank you for all your support in keeping one another safe.
The Vavista Team.