Our approach to COVID-19

Here's how we're supporting our brokers partners, their customers, our teams and their loved ones during the Coronavirus pandemic.

Posted on 18th March 2020 Tagged in Personal Lines Commercial Lines Niche & Non-Standard Schemes
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**This page was last updated 3 August 2020 (1320hrs)**

We understand that the continued spread of Coronavirus (COVID-19) remains a concerning issue for everyone. We’re continuing to monitor the situation and are closely following the advice provided by the Government.

In these challenging times, the welfare and safety of our employees is our primary concern. We also provide an essential service to our customers, as highlighted by both the Government and our Regulators, the Financial Conduct Authority (FCA) and Prudential Regulation Authority (PRA). Whether that’s helping someone whose home was damaged by the recent storms or arranging help for key workers, NHS staff or those that find themselves in financial difficulty and urgently need assistance - we must be there to support our customers.


To maintain this essential service, we’re currently operating the majority of our business functions through home working. Where services cannot be delivered through home working, we have asked a small number of essential workers to come into the office. To protect them, we have minimised the number of employees in our buildings, enforced social distancing, our cleaners are continually working onsite and we’ve changed our employee restaurants to take away service only.


Our IT teams are also working hard to enable more of our people to work from home and have already distributed new laptops and are enabling more of our employees to use their own devices. Ultimately, over 80% of our workforce will be able to work from home, further reducing the number of employees in our offices.


We thank you for your ongoing understanding. This is an unprecedented time for everyone and we hope that you and your families stay well.

Answering your questions

We’re responding to feedback and queries as the situation evolves. Our underwriters re-examine the situation on a daily basis, constantly reviewing key aspects of our policies to ensure we can provide the same, sustainable, high levels of services. To date, these are the most common questions we have received from you.

Q1. How are you helping customers who have been impacted by Coronavirus (COVID-19)?

We're a proud supporter of the ABI's (Association of British Insurers) insurer commitments on motor and home insurance - helping customers who may be affected by the impact of Coronavirus (COVID-19).

 

Many customers will be facing a challenging situation over the coming weeks. We want to help by ensuring continuous access to the peace of mind that comes with being insured.

Some customers may find it hard to pay a premium due to unexpected loss of income, but able to meet their contractual obligations overall. On a case by case basis, for customers with a payment plan arranged by us, we’ll need to look at the renewal date of the policy and the customer’s previous payments history. When it’s possible, however, customers will be able to spread the value of up to two consecutive premium payments for any policy over the remaining direct debit instalments for the term of the policy.

Q2. How are you protecting customers and suppliers?

While ensuring we continue to deliver a high level of service to your customers in their time of need, we have taken some additional steps to ensure the safety of both your customers and our suppliers.

  • We’ve written to our suppliers, encouraging them to take reasonable steps to ensure the health and wellbeing of their employees, in line with Government and Public Health recommendations.
  • We have also reminded suppliers of the need to consider the potential impact of the risks associated with COVID-19 on vulnerable customers and ask that they advise us of any potential concerns.
  • We’re receiving weekly updates on supply chain preparedness and we’re reassured by the level of thought our suppliers have given to mitigating any impact.

Property Claims

  • Over 90% of New Household Claims are made between 8.30am and 5.30pm, so our Household Claims Line will now be open during these times, 7 days a week.
  • We’ve added a new online facility where customers can report their Household claims to us 24/7. Please direct your customers to https://www.ageas.co.uk/make-a-claim/ to notify us of a claim online.
  • Where appropriate, we’ll look to use video technology, photo uploads and estimation tools to assist our customers.
  • For kitchens and bathrooms claims, we can arrange for a temporary or mobile solution to be delivered to the customer, as we often do today.
  • If a customer has to leave the property, we will try to find an alternate property. Where that’s not possible, we can provide temporary accommodation pods.

Motor claims

  • We have a number of solutions in place to mitigate our networks reliance on parts supply.
  • We can assess vehicles and build estimates remotely, which allows for accurate total loss decisions and provides information for us to discuss cash settlements with the customer.
  • We have multiple suppliers and are not confined to a single source of parts. We proactively manage our repair network to monitor demand, repair times and operation resilience.
  • Our repair philosophy is based on ‘repair over replace’ and our green parts supply is part of our business as usual, offering a significant additional parts supply - bringing a lessened reliance on newly produced parts to make a repair.
Q3. Are your offices open for my customers to make a claim?

Our claims lines are currently operating on reduced hours or shift patterns, so wait times may be a little longer than usual.

We’ve introduced a new online facility where your customers can report their claims to us 24/7. Please direct your customers to https://www.ageas.co.uk/make-a-claim/ to notify us of a claim online.

Our priority at this time is the continuation of services to our existing customers. Your usual contacts remain available to you as normal.

We're working with our suppliers to ensure that we can continue to meet customer needs as best as possible. Our suppliers will always check that our customers are comfortable that a member of their team will be calling, be it to complete an emergency repair or to return a repaired vehicle. We’re monitoring availability across our motor solution centres and the wider parts market, while our home suppliers continue to support claims either remotely or on site for emergency repairs.

Q4: Are you still settling claims?

Yes. We're busy helping customers every day. We're prioritising the claims of key workers to make sure their cars are still being repaired.  Our suppliers are working within government guidelines, and where it is safe to do so, are making sure our customers are back to normal as quickly as possible.

Of course, current government restrictions mean that some activity might be limited or that some things take a little longer than usual. We'll advise your customers on whether this will affect their claim and how we can help mitigate the impact as their claim progresses.

Q5. Will there be blanket price changes specifically due to the current situation?

Our Personal Lines Products

No. We’ll maintain our enduring commitment to treating customers fairly. Our pricing policy follows the need to reflect technical price changes, support product performance and high levels of customer service, and factor in our resolve to provide sustainable support for the Ageas community – for our customers, partners, and brokers.

Our Commercial Lines Products

No. We will maintain our enduring commitment to treating customers fairly. In addition to our general pricing policy, the complexity of commercial lines policies means our underwriters examine changing circumstances with additional context. On a case by case basis, there may be exceptions that necessitate changes to ratings, acceptance, or renewal terms.

Q6. Can policy cover periods be extended automatically on request?

Our Personal Lines Products

Automatic extensions would create challenges both for us and for our customers. However, while some of our Household products auto-renew, we’re committed to extending the time between renewal dates and auto-lapses on our other Household and Motor polices (where your software house provider allows). Household policies that don’t already auto renew and all our motor policies will now auto-lapse after 28 days (previously 7 days).

We believe this should ensure enough time to confirm your customer’s cover needs should you be unable to contact them by renewal, without leaving a gap.

Our Commercial Lines Products

Commercial lines products are by their nature more complex. We’re prepared to support requests for renewal extensions from commercial lines customers and may agree extensions by exception, but this will be handled on a case by case basis.

Q7. Is there a fee for updating a policy specifically due to Coronavirus (COVID-19)?

We know that many people are experiencing financial difficulties as a result of the Coronavirus (COVID-19) pandemic and we’re here to help. We won’t charge any administration fees for policy changes that your customers’ need to make – please see below for more details.

Likewise, if your customer uses an Ageas premium financing facility, we won’t be charging for payment defaults during the Coronavirus (COVID-19) pandemic.

Ageas Private Car

If your customer needs to amend their Ageas Private Car policy due to a COVID-19 issue, then we’re happy to waive our policy administration fee.
In order to facilitate a COVID-19 related fee removal, you’ll need to manually remove or override our administration fee directly from the calculated premium. Please use override code ‘COVID19’ on your software house platform, if prompted. Please note this is not an automated fee removal.

All other Ageas Products

We don’t charge a fee for mid-term adjustments for any of our other commercial, fleet or personal lines products. This means if your customer needs to amend their cover on these products, as a result of the impact from COVID-19, they will not be charged a fee.

Q8. Is there a fee for cancelling a policy due to Coronavirus (COVID-19)?

We know that many people are experiencing financial difficulties as a result of the Coronavirus (COVID-19) pandemic and we’re here to help. We won’t charge any fees if your customers need to cancel their policy – please see below for more details.

Likewise, if your customer uses an Ageas premium financing facility, we won’t be charging for payment defaults during the Coronavirus (COVID-19) pandemic.

Ageas Private Car

If your customer needs to cancel their Ageas Private Car policy due to a COVID-19 issue, then we’re happy to waive our policy cancellation fee. Likewise, we will not charge any additional fee.

In order to facilitate a COVID-19 related fee removal, you’ll need to manually remove or override our cancellation fee. Please use override code ‘COVID19’ on your software house platform, if prompted. Please note this is not an automated fee removal.

Ageas House Guard

If your customer needs to cancel their House Guard policy due to a COVID-19 issue, then we’re happy to waive our £7.50 policy cancellation fee. In order to facilitate a COVID-19 related fee removal, you’ll need to manually remove or override any generated administration fees. If your software house requires an authorisation code, please contact our Personal Lines Underwriting Support Team on 0345 122 3288 (option 2) for support. Please note this is not an automated fee removal.

All other Ageas Products

We don’t charge a fee for cancelling any of our other commercial, fleet or personal lines products. This means if your customer needs to cancel their cover on these products, as a result of the impact from COVID-19, they will not be charged a fee.

Your Ageas Commercial Customers

Because your Ageas Commercial clients are likely to contact you, at this time, to ask questions about their policy(s) we’ve created the following list of frequently asked questions to help guide your response.

We advise that you check your clients’ policies for the full detail of the levels of cover included. If you hold a specific scheme arrangement with Ageas, then please refer to our agreed wordings or speak to your usual underwriting contact for assistance.

Q1. Coronavirus (COVID-19) is a ‘notifiable disease’, what does that mean for my clients Business Interruption cover?

We approach Business Interruption (BI) cover for ‘notifiable diseases’ in two ways for our standard suite of commercial property products;

  • Our current Commercial Choice, Leisure, Shopkeepers, Office & Surgery and Homeworker products extend BI cover for a specific list of diseases. As Coronavirus (COVID-19) is not included in this list, these products do not offer cover.
  • Some of our existing policyholders with Shopkeepers, Leisure, Homeworkers and Office & Surgery have a BI cover extension for all notifiable diseases. As Coronavirus (COVID-19) is now notifiable, policyholders may be eligible to make a claim - subject to the terms and conditions of the extension and the policy.

Please check your clients’ policies for the full detail of the levels of cover included.

If you hold a specific scheme arrangement with Ageas, then please refer to our agreed wordings or speak to your usual commercial underwriting contact for assistance.

Q2. One of my client’s employees has contracted Coronavirus (COVID-19) and their business has been advised to shut until the premises has been cleaned, can my client claim under the policy?

The level of cover provided to your client will be dependent on the policy wording as we provide cover in two ways (see question 1 above). If your client wishes to make a claim they should contact the Ageas Commercial Claims Team on 0345 122 3283.

If you hold a specific scheme arrangement with Ageas, then please refer to our agreed wordings or speak to your usual commercial underwriting contact for assistance.

Q3. One of my client’s employees is unwell and it might be due to Coronavirus (COVID-19). The employee still wants to come to work, should my client let them?

We would recommend keeping your clients up to date with the current advice provided by the Government, as the advice is being frequently reviewed and updated. The current advice can be found here.

If you hold a specific scheme arrangement with Ageas, then please refer to our agreed wordings or speak to your usual commercial underwriting contact for assistance.

Q4. How does the government enforced business closure affect the cover provided for restaurants, cafes, pubs and gyms?

We’ll maintain any existing cover for each of our policyholders who have had to temporarily close (or will need to close), specifically as a consequence of Government action or advice, related to COVID-19, subject to the premises being visited by the insured (or their representative) at least weekly to check that it is safe and secure.   

This is subject to the insured taking best endeavours to ensure that policy conditions and security of the premises are managed and maintained while still following government advice. As travel and essential work rules change, we anticipate that policyholders should be in a better position to adhere to best endeavours conditions in full.

We won’t be restricting Material Damage or Liability covers during this period for existing cover holders.

This excludes new business and renewals, where a new specified disease extension wording which came into effect for future business on some of our products and schemes. Details of this particular change is included specifically with each relevant new business issued and on renewals as they are released, by means of a Notice to Policyholders and an Endorsement. We’ll apply this same approach for other businesses where they have needed to close to meet governmental lock down requirements.

This amended approach began on 24 March 2020 and will apply until 11 August 2020. If your client’s premises remains unoccupied after this point (see Commercial Q14 for further detail on what we consider unoccupied to be) , then we request that you discuss your client’s long term position and contact us as soon as possible to review their individual needs – as they may require a change to their cover. 

Q5. My pub and cafe policyholders are now offering take away services and/ or deliveries - will they be covered?

We’ll automatically cover our food and drink policyholders for this activity under their existing non-motor policy coverage. This is subject to the policyholder following government guidelines on hygiene and self-distancing, and to the extent that they’re allowed to continue to undertake this activity under any ongoing government action and advice.

Q6. My client has been forced/ advised to close by the government, can they claim for business interruption?

Our policies don’t include cover for enforced closure or action by the government.

The government announced business interruption loan support for businesses on the 20 March 2020. Most of your customers should be aware of this by now, but if they are uncertain as to how they can get this assistance they should visit https://www.gov.uk/government/publications/guidance-to-employers-and-businesses-about-covid-19

Q7. Will you be restricting cover for unoccupied premises?

Most of our products and schemes have unoccupancy conditions that set out what cover will be maintained including; when that will be restricted, and what actions policyholders need to undertake.

Where any premises becomes temporarily unoccupied as a consequence of COVID-19, we’ll not restrict cover from the time the unoccupancy starts, until such time as the restrictions on premises being used or occupied are lifted. This is subject to policyholders using best endeavours to manage their premises; including appropriate security measures while they are closed. The premises should be visited by the insured (or their representative) at least weekly to make sure it remains safe and secure, while adhering to governmental advice and action.  As travel and essential work rules change, we anticipate that policyholders should be in a better position to adhere to best endeavours conditions in full.

You don’t need to notify us of the unoccupancy, where it occurs as a result of COVID-19.

As policyholders return to a premises, they may still only be using part of their premises or using the premises for shorter periods than normal. This would be deemed occupied (see Commercial Q14 for further detail) but policyholders should refer to their specific wording definitions and conditions to fully understand whether any restrictions or limitations apply. Policyholders should of course continue to ensure reasonable actions to secure buildings that are not in full use and manage the premises to limit risks of loss.

This amended approach began on 24 March 2020 and will apply until the 11 August 2020. If your client’s premises remains unoccupied after this point, then we request that you discuss your client’s long term position and contact us as soon as possible to review their individual needs – as they may require a change to their cover.

Q8. Many of my clients now have employees working from home and they have taken equipment with them – is this covered?

Many of our policies will automatically allow for employees to work remotely, as long as it fits within the business activity. Where a policy doesn’t currently allow for this, we’ll automatically accept this position for all our policyholders without needing to notify us, where the activity is suitable to be undertaken in a home environment.

If a policyholder already has all risks cover away from the premises on computers and/or business equipment, they own, they should ensure it is now sufficient. Other policyholders will need your advice to ensure they have the right cover going forward. To help you with this period, we’re automatically providing additional cover for up to £50,000 (per policy) of computer equipment and business equipment in transit, to and at employees’ homes.

This will be at no additional charge in premium, on a first loss basis.

This amended approach will apply from 24 March 2020 to 11 August 2020. This temporary automatic cover will cease at the end of this period so please ensure your policyholders have reviewed their ongoing and long term needs – as they may require a change to their cover.

Q9. My client can’t do planned building inspections due to COVID-19. Are they still covered?

We’re supporting the ABI pledge that respects the government’s views on non-essential travel. For the time being, we have waived the requirement for individuals to check on their unoccupied business premises regularly if they can’t do so as part of their daily exercise or other essential travel. We do expect policyholders to do their best, but we want them to follow sound advice from the government first.

As travel and essential work rules change, we anticipate that policyholders should be in a better position to adhere to best endeavours conditions in full.

This amended approach will apply from 24 March 2020 to 11 August 2020. This temporary automatic cover will cease at the end of this period so please ensure your policyholders have reviewed their ongoing and long term needs – as they may require a change to their cover.

Q10. What happens if something fails – alarms, for example – and my client can’t get an engineer to visit the site?

We won’t automatically restrict cover. Your clients should do what they can to secure the premises, while still following government guidelines. As soon as possible, they should arrange for security levels to be re-established and tell us about any changes in risk level in the interim, via you as their broker. At the moment, if it’s necessary to submit a claim in circumstances where security was compromised beyond the policyholder’s control, we’ll assess the circumstances on a case by case basis. You can reassure your clients that we’ll take everything into account, including their best efforts to minimise risk.

As travel and essential work rules change, we anticipate that policyholders should be in a better position to adhere to best endeavours conditions in full.

This amended approach began on 24 March 2020 and will apply until the 11 August 2020. If your client’s remains unable to re-establish the required levels of protection or risk management you should contact us as soon as possible – as they may require a change to their cover. 

Q11. Are employees covered for volunteering that supports national COVID-19 actions?

Employee’s who’ve been released from their standard contracts, under furlough arrangements or otherwise, and acting in a private capacity aren’t deemed to be employees while volunteering, so liability doesn’t extend to include their activities.

However, we can look at requests to extend policies to include volunteering activities where businesses are themselves supporting such activity involving principles and employees.  We need to understand what the activities are being undertaken before making a decision. Our underwriting team is here to help get these assessments done as quickly as possible – what activity they’ll be doing, how often and where.

Q12. How are you handling site surveys for clients during this time?

We have re-started our survey visits within Government guidelines and will be working through those put on hold during lockdown.

Q13. My clients were issued with risk improvement requirements. Are they still expected to complete these?

We know circumstances are beyond everyone’s control. To help, we added a 60-day extension (from 1 April) to all survey requirement deadlines, for all risks. We are now re-starting follow ups to surveys.

Q14. My clients are still conducting some business activities from the premises, are they considered to be unoccupied?

Many businesses, while having the front doors closed to visitors and customers, have still been able to carry on some activities at their premises. These could include; providing take-away services, processing phone and online orders, administration duties, staff training and/ or the preparation of the business for reopening. Where these are taking place and there is regular daily attendance of staff on the premises, similar to more normal trading practices, then we would consider the premises to be occupied.

Please refer to the policyholder’s policy wording for the full definition of unoccupancy, which will be helpful for customers to understand.

Q15. How are you interpreting the varied lock down rules across England, Wales, Scotland and Northern Ireland?

With each of the four administrations taking different steps to ease lock down rules at different times, it can be a complex situation to manage.  Your clients are perhaps best placed, through speaking to their own trade bodies and monitoring the government guidance appropriate the location of their premises and operations, to understand how and when this impacts them as there is the potential for it to vary between areas of the UK.

We have looked to tailor our amended underwriting approach as far as possible to encompass as many businesses as possible across the four regions based on anticipated relaxation dates, but this may not account for all of our insureds.  If this is the case, we request that you discuss your client’s long term position and contact us as soon as possible to discuss their specific individual impacts on their business operations they may require a change to their cover.

Q16. My client has business interruption cover with Ageas. Will the legal action being taken by the FCA affect their claim?

Our regulator, the Financial Conduct Authority (FCA) has launched a test case in the High Court with the aim of providing clarity to policyholders and insurers about whether a representative sample of non-damage business interruption insurance policies should cover claims relating to the Coronavirus pandemic. The core questions that the FCA’s test case is seeking to resolve are based on cover in relation to “disease” and “denial of access” clauses and some causation issues.

The test case will not cover issues relating to: clauses that have an exhaustive list of diseases which do not include COVID-19; clauses which require the disease to be present on the insured premises; or the specific quantum of any particular claims.

While Ageas is not one of the insurers involved in the test case, we are reviewing the materials published by the FCA to determine whether any of our policyholders could be affected by its outcome.

If your client has submitted a COVID-19 related non-damage business interruption claim, we'll contact them by 15 July 2020 to confirm whether or not their claim is affected by the test case action, in line with FCA guidance.

You'll find useful and up to date information about the test case on the FCA website

If you'd like to update your clients about this, please direct them to https://www.ageas.co.uk/coronavirus/.

Q17. My client is impacted by a local lockdown, how will this affect their cover?

As the Government guidance now allows the majority of businesses to re-open, it is likely that any future local lockdown will not form part of a continued phase of unoccupancy.

It is also likely that local lockdowns will be temporary and the time period may not invoke the unoccupancy clause in your client’s policy. Our current extensions (as outlined in commercial questions 4, 7, 8, 9 & 10 above) apply until 11 August regardless of whether this is as a result of the main government lockdown or a local one. 

Any current local lockdowns coincide with the extensions to our underwriting approach (see commercial questions 4,7,8,9 & 10 above) and these will continue to apply until 11 August, as stated.

If your client’s premises remains unoccupied after this point (see commercial question 7 for further detail on what we consider unoccupied to be), then we request that you discuss your client’s long term position and contact us as soon as possible to review their individual needs – as they may require a change to their cover.

Your Ageas Fleet Customers

Because your Ageas Fleet clients are likely to contact you, at this time, to ask questions about their policy(s) we’ve created the following list of frequently asked questions to help guide your response.

We advise that you check your clients’ policies for the full detail of the levels of cover included. If you hold a specific scheme arrangement with Ageas, then please refer to our agreed wordings or speak to your usual underwriting contact for assistance.

Q1. My client wants to offer their vehicles for use by the NHS, is that possible?

Yes. Our Commercial Motor policies provide cover for voluntary work on behalf of the NHS Volunteer Responders or the Local Authority Community Help Hub arrangements. Drivers must be a driver permitted to drive the vehicle under the policy.

Q2. My clients want to offer delivery services, will their vehicles be covered?

We know many policyholders involved in catering have changed their business models to offer deliveries or takeaway services.

This is covered under existing policies, as long as vehicles are already on the policy, subject of course to government guidelines being followed on hygiene and self-distancing and to the extent that this activity is permitted under government action and advice.

If the policyholder is contracting delivery drivers to use their own vehicles, then checks must be made to ensure the drivers have appropriate cover.

Motor bikes are excluded as we don't currently offer cover for these risks.

Q3. Can my clients reduce their cover levels on SORNed vehicles?

Under normal circumstances, we do not offer an automatic option for reducing cover levels to “Laid Up Fire and Theft”, or “Laid Up AD, Fire and Theft”. However, these are not normal circumstances.

We have set up a temporary solution for existing policyholders. Contact us at motorfleet@ageas.co.uk for details. The vehicles on the policy must first be identified with the DVLA as SORN to ensure the policyholder won’t receive notices of intended prosecution for no insurance when the vehicles are removed from the Motor Insurance Database. Please remind clients, vehicles must be kept off the public road to comply with SORN requirements. 

Q4. Will there be extensions to auto lapse periods for fleet vehicles?

Yes. We have extended the period we usually allow between renewal dates and auto lapse dates for all fleet policies to 14 days from the renewal date. However, we ask you to make every effort to agree terms and confirm renewals as early as possible.

Please note: Optima Small Fleet renewals cannot be processed using the Acturis system after the renewal date so the renewal must be accepted before the renewal date. 

Q5. How can I get a temporary covernote for my client?

You can arrange temporary covernotes for our Fleet Guard or Optima Small Fleet product via the Ageas Extranet https://extranet.ageas.co.uk/ and the Acturis system. New business cover may only be incepted after you have received a confirmed quotation with no referrals outstanding. 

Q6. Many of my clients have specific changes needed to their fleet schedules regularly, how will you handle referrals?

We have underwriters working across our non-motor and motor teams to handle specific referrals and amendments. Wherever possible, please use the central Fleet email inbox (motorfleet@ageas.co.uk) to raise these and they’ll be actioned as soon as possible.

We’re also making further enhancements to ensure more Mid Term Amendments and Renewals go straight through without the need for referral, particularly on the Optima Small Fleet product (digitally traded). Please bear with us, this will take a little time to set up. We’ll share updates on this as the changes come in to operation.

Q7. When will renewals be going out to my customers?

We’ve increased our renewal period to 60 days ahead of renewal date. We will also be more flexible on some details we would typically need for a renewal review. However, there is still a duty to disclose material information that would impact our acceptance or terms for a renewal, so please contact us as soon as you are aware of the information.

Your Ageas Household Customers

Because your Ageas Household Customers are likely to contact you, at this time, to ask questions about their policy(s) we’ve created the following list of frequently asked questions to help guide your response.

Please not that the following answers are applicable for our standard House Guard product. We advise that you check your clients’ policies for the full detail of the levels of cover included. If you hold a specific scheme arrangement with Ageas, then please refer to our agreed wordings or speak to your usual underwriting contact for assistance.

Q1. My customer has to self-isolate and work from home for an extended period of time. Would their household policy be impacted by the increase in ‘business use’ at their home?

Your customer’s Ageas household policy would not be impacted if they work from home, as long as it’s on a clerical business use basis only.

If your customer has visitors to the home for business purposes or if they conduct any other non-clerical business from the home, they will not be covered.

Q2. Would my customer’s household policy cover the cost of a deep clean should the property become contaminated with Coronavirus?

A claim associated to the deep clean of a property will be assessed on an individual basis. Our standard household policies do not cover for deep cleans as a result of a contamination caused directly by a disease.

Q3. My customer has to work from home and has brought some equipment home from their place of work – will it be covered?

No. Our standard House Guard contents cover only extends to your customer’s owned home office equipment and furniture, which is used for administrative and clerical activities undertaken at home.

Q4. Does my customer need to change occupation on their policy, as are they are now working from home?

No. As your customer would still be performing the same role, just in a different location, they do not need to tell us of any changes.

Q5. Does my customer need to add ‘clerical business use’ to their policy, now they are working from home?

No, ‘clerical business use’ is automatically provided in our standard House Guard policy.

Q6. Due to the current situation, customer’s property may be unoccupied for some time, are they covered?

We understand the impact that no-travel may have on homeowners. For the most part, our standard Home policies provide comprehensive cover for properties that are unoccupied for up to 60 days. Currently, after 60 days, the cover downgrades to exclude such cover (but not limited to) Escape of Water, Accidental Damage, and Theft. However, if your customer experiences a delayed repatriation when returning home from a holiday outside the UK, or are subjected to an extended hospital stay, which are both directly as a result of COVID-19, we will look to be flexible with these terms and will not look to penalise your customer unfairly as a result of this.

In addition to this, if we have been informed that the property is unoccupied for more days than the policy allows, and as a result we have applied additional endorsement terms to the policy insisting that the property is regularly inspected. Where COVID-19 Government restrictions prevent the customer from doing so, we will look to be flexible with these terms and not look to penalise the your customer unfairly as a result of this.

Q7. My customer has just lost their job as a result of COVID-19 and you’re quoting an additional premium, is there any assistance you can provide?

Yes. If your customer is now unemployed because of the impact of Covid-19, we will waive any administration charge and encourage you to do the same. You do not need to update the policy, we only ask that the customer gets back in touch if their circumstances change.

We would also ask that you set a diary to contact the customer at renewal, should you not hear from them in the meantime.

Your Ageas Private Motor Customers


Because your Ageas Private Motor customers are likely to contact you, at this time, we’ve created the following list of frequently asked questions to help guide your response.

Please not that the following answers are applicable for our standard Ageas Private Motor products. We advise that you check your clients’ policies for the full detail of the levels of cover included. If you hold a specific scheme arrangement with Ageas, then please refer to our agreed wordings or speak to your usual underwriting contact for assistance.

Q1. Does my customer need to change occupation on their policy, as are they are now working from home?

No. As your customer would still be performing the same role, just in a different location, they do not need to tell us of any changes.

Q2. My customer cannot work from home and has to drive to their usual workplace, will they still be covered?

Yes. If your customer has to drive to their usual workplace their policy will not be affected. You do not need to contact us to update their policy or extend their cover.

Q3. My customer is using their private motor vehicle to help their community because of Coronavirus (COVID-19), are they still covered?

Yes. If your customer is using their own vehicle for voluntary purposes (e.g. to transport medicines or groceries to support others who are impacted by COVID-19) their cover will not be affected. You do not need to contact us to update their policy or extend their cover.

Q4. My customer is a key worker and needs to drive to various locations to support the national COVID-19 response, are they still covered?

Yes. If your customer works in one of the critical sectors listed by the government and they need to use their car to drive to different locations for work purposes because of the impact of COVID-19, their cover will not be affected. You do not need to contact us to update their policy or extend their cover.

Q5. My customer’s MOT is due soon, but they won’t be able to get an appointment because of COVID-19. Will this impact their policy?

The government announced that from Monday 30 March, all cars, motorcycles and vans will be granted an automatic 6-month extension to MOT certificates (provided they are kept in a roadworthy condition.). This will not affect your customer’s policy and you do not need to contact us to update their policy due to an MOT extension.

Please note, if your customers takes their vehicle for an MOT and it fails, then the government have advised that the 6-month MOT extension will no longer apply to that vehicle. The vehicle will need to be fixed and pass its MOT before it can be used it again.

 

Please visit https://www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-from-30-march-2020 to find out more information.

Q6. My customer is likely to exceed the mileage quoted on their policy due to extra travel required as a result of COVID-19. Will this impact their policy?

If your customer is using their own vehicle for:

Then their cover will not be affected. You do not need to contact us to update their policy or extend their cover.

Q7. My customer is unable to obtain their No Claims Discount validation from their current insurer as a result of administrative delays caused by COVID-19. What should they do?

We acknowledge that there will be administrative delays and therefore we only ask that the customer provide proof of their No Claims Discount as soon as they reasonably can.

Q8. My customer is unable to return required documentation to you as a result of administrative delays caused by COVID-19. What should they do?

The answer will depend on what documentation has been requested and why. We wouldn’t want any delay to affect cover or the payment of claims. If the request for documentation specified a time limit, this would be one of the few instances we would ask that you contact us for further advice on motoradmin@ageas.co.uk.

Q9. My customer has to self-isolate, can you provide ‘laid up’ or ‘suspended’ cover and a reduction in premium?

We no longer provide this type of cover as the majority of software houses cannot support it. In addition it is a legal requirement to have valid car insurance unless they register the vehicle off the road and apply for a SORN.

Q10. My customer has just lost their job as a result of COVID-19 and you’re quoting an additional premium, is there any assistance you can provide?

Yes. If your customer is now unemployed because of the impact of Covid-19, we will waive any administration charge and encourage you to do the same. You do not need to update the policy, we only ask that the customer gets back in touch if their circumstances change.

We would also ask that you set a diary to contact the customer at renewal, should you not hear from them in the meantime.

Q11. You have written off my customer’s vehicle and have asked they provide details of a replacement, or cover will be cancelled. In view of the circumstances can this be relaxed?

Yes. If we have decided that the customer’s vehicle cannot be economically repaired but due to the government’s advice on social distancing they cannot replace it, you may cancel the policy and offer a refund for the time that is left on the policy. We will waive any administration charge and encourage you to do the same

If your software house does not allow a refund of premium, this would be one of the few instances we would ask that you contact us for further advice on motoradmin@ageas.co.uk

Q12. My customer is unable to travel back to the UK and has their vehicle with them, will you extend their EU cover until such time they’re able to return?

If your customer or anyone else named on the policy drives their car within the European Union, they’ll be covered for any amount they’re legally obliged to pay to someone because of an accident.

In addition we will cover them under all sections of their policy that are shown in their schedule, whilst they’re within the European Union or any other permitted country described in their Policy Wording. You do not need to contact us to update their policy or extend their cover.

Q13. My customer was converting their motorhome but due to COVID-19 is unable to source parts or labour, may they have more time to complete the conversion?

Yes. We will be offering an unlimited time period for any customer to complete the renovation of their motorhome. We would simply ask that you set a diary to contact the customer at renewal, to check on the progress of their renovations. You do not need to contact us to update their policy or extend their cover.

14. If my customers have an accident, are you able to repair or pay to replace their vehicle?

We're doing everything we can to keep people mobile where it’s essential for them to be. Inevitably, because of government restrictions, there may be delays in sourcing some car parts. We are prioritising the claims of key workers but will continue to do all that we can to keep all our customers motoring by repairing their cars and, in cases of total write off, providing cash settlements for them to purchase a different vehicle. We'll advise your customer if the current government restrictions will affect their claim and how we can help mitigate the impact as their claim progresses.

Your Ageas Travel Customers

Because your Ageas Travel customers are likely to contact you, at this time, to ask questions about their Ageas Travel policy, we’ve created the following list of frequently asked questions to help guide your response.

Please not that the following answers are applicable for our standard Ageas Travel product. We advise that you check your clients’ policies for the full detail of the levels of cover included. If you hold a specific scheme arrangement with Ageas, then please refer to our agreed wordings or speak to your usual underwriting contact for assistance.

1. My customers are currently abroad and have been forced into quarantine, what cover is in place?

From 17 March 2020, the Foreign & Commonwealth Office (FCO) advised against all or all but essential travel to a number of countries and areas.  The latest list of areas can be found here.

We welcome the Government’s action to repatriate UK citizens who are currently unable to return home. To support our customers we are automatically extending the policies of our customers who find themselves in this situation.

Customers currently stranded abroad will have their cover extended for 60 days on the basis that they continue to make every effort to return home.

Provided your customers did not travel to one of these areas after the FCO advice was issued, their Ageas Travel policy insurance period will be automatically extended up to 60 days if they have to be held in quarantine.

2. My customers are looking to travel to an area where the Foreign & Commonwealth Office (FCO) have advised against all or all but essential travel. Will their cover be impacted?

From 17 March 2020, the Foreign & Commonwealth Office (FCO) advised against all or all but essential travel to a number of countries and areas. This initially applies for a period of 30 days. The latest list of areas can be found here.

If your customers travel to one of these areas after the FCO advice was issued, they will not be covered by any part of their Ageas Travel policy.

Your customers should contact their airline or tour operator to change their flights, obtain a refund or arrange an alternative holiday.

3. While abroad my customers have contracted Coronavirus (COVID-19) and are in need of medical help, are they covered?

From 17 March 2020, the Foreign & Commonwealth Office (FCO) advised against all or all but essential travel to a number of countries and areas. This initially applies for a period of 30 days. The latest list of areas can be found here.

British citizens planning to travel should refer to the Foreign Office Coronavirus travel advice page, and also sign up to email alerts.

Provided your customers did not travel to one of these areas after the FCO advice was issued, then their medical expenses will be covered as outlined in their travel policy.

4. My customers have contracted Coronavirus (COVID-19) before travelling and have to cancel a planned trip, are they covered?

Our travel policies will provide cover for unused travel and accommodation costs (which have not been or cannot be recovered from their travel provider or from anywhere else) if they become ill before their trip and are not medically fit to travel.

Your customers should first contact their airline or tour operator to change their flights, obtain a refund or arrange an alternative holiday.

5. My customers are abroad and want to return home early, are they covered?

The FCO advises all British travellers overseas to return home to the UK now. If they are already abroad, they should contact their travel agent, tour operator or airline or the British embassy where they are to enquire about the availability of an early return home.

We welcome the Government’s action to repatriate UK citizens who are currently unable to return home. To support our customers we are automatically extending the policies of our customers who find themselves in this situation.

Customers currently stranded abroad will have their cover extended for 60 days, on the basis that they continue to make every effort to return home.

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