Coronavirus Update

27th March 2020

Please keep checking back to this page for the latest update on COVID-19 from Covéa Insurance. Follow us on Twitter or LinkedIn which is where we'll flag relevant updates rather than sending multiple emails. 

Update 27/03/20:

We have produced an update for HNW brokers about Executive Travel, fulfilling policy requirements and paperless documents - read full details here

We have updated our Commercial broker guidance page to include information about temporarily unoccupied premises as a result of Coronavirus - find out more here

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Update 26/03/20: We confirm we have signed up to the ABI pledge for Home and Motor Customers - you can find the details here 

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Update 25/03/20: We have received a large amount of Payment and Income Protection policy related queries, so have some frequently asked questions guidance for customers here  

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Update 20/03/20: We have released an update for brokers - available here 

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Update 17/03/20: We have many staff working remotely and whilst phones are being diverted, we encourage brokers to send their enquiries through via email where possible to the teams. Underwriting contact sheets can be found here

As you will appreciate this is a challenging time for all and we are really grateful for your cooperation and  understanding.  

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13th March 2020

Many of you may have already implemented your own business continuity plans in light of the recent outbreak of coronavirus (COVID-19).  At Covéa Insurance, we want to reassure you that we have activated our business continuity plan and our tactical response team are closely monitoring the outbreak to ensure we can continue to operate effectively should a number of our employees or suppliers become ill, or are required to self-isolate due to the virus.

This is a unique situation and is continually changing. We are taking all pragmatic and sensible steps to ensure that we’re well prepared and well positioned to minimise the potential impact on the welfare of our people, while continuing to deliver on our service commitments to our business partners and customers.

Our operational resilience

We have robust contingency plans in place to deal with potential disruption as a result of the coronavirus outbreak and we have implemented the necessary steps to maintain good customer service throughout this period. Specifically:

  • We have been liaising with all our suppliers including our approved repairers around their operational resilience and business continuity to ensure we are prepared for any future changes in guidance and we remain in constant dialogue regarding plans.  Our claims service and out of hours claims handling remain our service priorities and ensuring these continue to be well managed. If you have specific concerns or questions about a particular product line then please communicate with your usual business contact.
  • We have a number of back-up call centre locations should we need to temporarily close a site. In addition we have multiple sites and cross-trained employees with the capability to switch phone lines between sites.
  • We have successfully implemented home working for customer facing and claims teams across all locations to enable secure remote access to our IT systems; this is being rolled out in stages with close monitoring.
  • As part of our preparatory plans, our aim is to ensure as many staff as possible will be able to work from home and can remotely access our systems within the secure IT environment.
  • We will use our multi-site approach to our main functions and delivery of services to our customers, with cross-skilled staff and the ability to switch phone lines between sites. This gives us the flexibility to temporarily relocate teams within our offices as well as if necessary.
  • In the event that the UK Government recommends office closures, we are ready to respond in a manner which will not significantly disrupt our ability to continue to service our customers and brokers.

Our people

The healthy, safety and welfare of our people, partners and customers remains our priority. We continue to review and respond to the current advice and official guidelines from the UK government and health organisations.  Specifically:

  • We are encouraging all staff to follow the NHS general good practice guidance to prevent the spread of virus. In addition, we’ve also taken extra measures to protect our employees and reduce risk of exposure in the workplace and have implemented guidelines around hygiene and provision of additional antibacterial gels and hand washes. We are also advising employees to have minimal physical contact, avoid business travel and client facing meetings unless deemed absolutely essential and to use Skype and video-conferencing instead.  We’re also recommending not attending large group events/ conferences for the next 4-6 weeks until the full implications of the virus are established.
  • We are recommending where employees have the ability to home work to do so and prioritising staff with underlying health conditions to ensure they have the ability to work from home.
  • We have issued specific guidance to our employees from Public Health England for travellers returning back to the United Kingdom from affected areas.
  • We are also promoting digital forms of communication to ease the strain on our telephony capability and ensure that we can continue to service our brokers/ clients effectively. Please wherever possible contact us using email, skype or webchat where available.

We currently remain confident in our ability to meet our service obligations to brokers and customers but if you do have any queries, please feel free to contact one of the team.

We appreciate your support at this time and will continue to keep you updated as the situation develops.