We know a lot is happening right now and trying to keep up to date on the latest developments in these unprecedented times is challenging. We’ve listed below some of the key questions we’ve received from brokers on our Motor Insurance products. If you can’t find the answer, contact us and we’ll be happy to help. Updated 07/04/2020.
Our latest underwriting questions
My client is helping their neighbours who are self-isolating by delivering food to them - are they covered?
Following the ABI guidance we are support those who use their cars to help their communities. If they are using their own car for voluntary purposes to transport medicines or groceries to support others who are impacted by coronavirus, their cover will not be affected. You do not need to contact your insurer to update your documents or extend your cover.
My client is helping a local community group who are volunteering to deliver food to self-isolating/elderly/vulnerable people. Are they covered for this?
Following the ABI guidance we are supporting those who use their cars to help their communities. If they are using their own car for voluntary purposes to transport medicines or groceries to support others who are impacted by coronavirus, their cover will not be affected. You do not need to contact your insurer to update your documents or extend your cover.
My client has joined the NHS Volunteer Responder scheme which includes community response and patient transport – are they covered?
Yes, we will provide cover for the delivery of goods and medication, and the transport of patients, as part of the ABI guidance during this time. There is no need to change the cover or contact us.
My client has joined a local community group that is collecting and picking up prescriptions for the elderly, are they covered?
Support those who use their cars to help their communities. If they are using their own car for voluntary purposes to transport medicines or groceries to support others who are impacted by coronavirus, their cover will not be affected. You do not need to contact your insurer to update your documents or extend your cover.
If my client isn’t using their car can I suspend their policy?
It is not possible to suspend their policy – if their car is parked anywhere on a road or other public place it must be insured or a SORN declaration made. Additionally, their policy also continues to provide cover for damage fire and theft all of which could still affect their car while it is not being used.
My client is planning to drive to Paris as they have booked a short break. Can they still go?
Whilst all motor insurers must provide the minimum cover required by their customers to drive whilst in the EU we would expect customers to comply with the FCO advice and avoid all non-essential travel
My client is stuck abroad as the countries are in lock down and is going to go over their foreign use limit allowance, will they be covered?
If they are unable to return to the UK within their foreign use limit due to current travel restrictions in place, then AXA will extend the cover until they are able to return home.
The FCO has now advised that all British Nationals are to return home while flights, ferries and other means of travel are available.
My client has move away from their normal address as family members are self-isolating and they cannot - do I need to amend their address?
No, we would just like you to note the policy with the temporary address. Please just comment on the policy.
My client has been made redundant/ lost their job, do I need to amend the policy?
If your client becomes unemployed or is furloughed by their employer as a result of coronavirus you do not need to contact us to update their employment status. If they continue to be unemployed once UK Government restrictions on movement / working have been lifted, you will need to update the policy.
My clients MOT is due shortly. Will the Coronavirus situation affect their insurance?
If their MOT is due up to and including the 29 March 2020 and they are not self-isolating:
Book their MOT test at any open test centre. MOT centres and garages are still allowed to stay open. If they're not self-isolating or extremely vulnerable from COVID-19 they still need an MOT to make sure their vehicle meets road safety and environmental standards.
If they or someone they live with has symptoms of coronavirus:
Book an MOT test after their period of self-isolation is over.
If they are extremely vulnerable from coronavirus:
They must not take their vehicle for its MOT if they are extremely vulnerable from coronavirus. DfT is working with insurers and the police to make sure they are not unfairly penalised for not being able to get an MOT.
If their MOT is due after the 30 Match 2020:
MOT's will be extended by 6 months. This will continue until confirmed otherwise. This will allow vehicle owners to continue to be able to get to work where this absolutely cannot be done from home or do essential shopping. Vehicles must be kept in a roadworthy condition and drivers can be prosecuted if they drive an unsafe vehicle.
As the country is now in lock down and my client cannot leave the house, will they still have to the same premium for their insurance?
Unless they obtain a SORN declaration for their car it must be insured. Unfortunately, we are unable to suspend policies, but if they do decide to obtain SORN declaration they can cancel their policy.
My client was due to part exchange their car this week, but the garage has delayed this - I have already processed the change of vehicle on the policy - what do I do?
If the customer has retained their old vehicle, then this can be placed back on cover with any additional premium they paid returned to them.
What do we do if we cannot contact you to do changes to our policy?
Our call centre is still open and able to take your calls during our core hours of 9am-5pm - Monday to Friday.
You should be able to contact us as normal. Please bear in mind that there may be longer waiting times.
Remember you can also contact us via email and live chat.
There has been restriction on public transport which means my client now needs to use their car to travel to work. Are they covered?
Support those who cannot work from home.
If they must drive to their workplace because of the impact of Covid-19, their insurance policy will not be affected. You do not need to contact your insurer to update the documents or extend the cover. Please note the policy.
My client is going to declare their vehicle SORN and cancel the policy, will you waive the cancellation fee?
We do not charge a cancellation fee when cancelling a policy. All cancellations are calculated on a pro rata basis provided no eligible claims have been made.
Are timescales different for sending out documents?
We currently have no delays with the printing or issuing of our documents. Delay in receiving documents will be dependent on the Royal Mail's ability to deal with the extra demand, so there may be a delay in your client receiving their documents.
Will payments/bordereaux payments still be processed?
Yes, as normal.
Claims questions, answered
Will there be any delays in repairing vehicles?
All insurers have contingencies in place, but it may be the case that speed of repair is slowed if workforce is limited, as well as parts deliveries being hampered. Everything is being done to minimise the impact, but please bear with us.
How will you ensure that claims service is maintained?
We’ve taken some key steps, as highlighted here and are keeping the situation under constant review.
Do you still need signatures on claims forms?
If you email your claim with the required information, we don’t need a signed claims form.
If site visits by your suppliers are not possible, what alternatives are in place?
As outlined under the claims section, we’re exploring potential technology solutions and a more detailed desktop investigation process.
How are your contractors managing situations where a customer needs repair work carried out but are suspected of having the virus?
Our supply chain partners continue to engage with customers to triage activity including a risk assessment with the customer to ascertain if it is feasible to attend site. Work is still carrying on where it is safe to do so that no customer will be left in a vulnerable position. Where possible contractors are completing works whilst also staying safe and abiding by the Government guidelines. Customer expectations regarding start dates, material availability etc are being managed, with exceptions being flagged to AXA to support where necessary.