Answering your questions about COVID-19

In these uncertain times we understand you may want to talk to us about your insurance cover.

At Vero we’re well prepared to support our brokers and customers. We’re continuing to actively monitor the coronavirus situation and are pleased to provide up to date information on policy requirements and support options.

Flexible payment terms

Our teams have a range of solutions that can help customers protect the things they care about. This could include adjusting the excess on your policy or temporarily deferring payment.

Expired WOF or drivers license

We’ve relaxed certain policy requirements so that a WOF or drivers license that expired during Level 4 or 3 won’t impact your claim, provided the vehicle is safe to drive.

Vehicle cover flexibility

Alternative cover for fire and theft for personal customers where your vehicle is ‘parked up’ because you’re not currently driving it at all, which may reduce your premiums.

Ensuring cover remains effective during lockdown

There are changes to the way landlords can meet expectations for property inspections to ensure your cover stays in place.

Find more answers to some common customer questions

Read our COVID-19 FAQs

How we’re handling your claims

Under Alert Level 2, Vero is further adapting the way we process claims. We continue to work closely with our partners and suppliers to make sure insurance claims affecting the health and safety of our customers are prioritised. Here are some things to be aware of while we process your claim:

Health & Safety guidelines – to operate safely, all our suppliers will have to maintain physical distancing, good hygiene standards and put contact tracing measures in place. Builders, suppliers and repairers may have to follow more specific procedures to meet Level 2 guidelines. They will let you know their specific requirements as you engage with them about your claim.
Taking more time – we may need to take more time to complete some work on your property or vehicle if repairers experience delays getting parts or other materials. We are working closely with our suppliers to ensure our customers are kept updated.
Remote claims assessment and handling – where possible, we will continue to assess and handle claims remotely; this has proven very effective during Levels 3 and 4.
Repairer bookings – Please do your best to keep to booking times when you are meeting with a repairer. This will help the repairer manage their contact tracing and help them resolve your claim more quickly.
Excess collection – Vero will collect excess payments from customers to minimise the need for you to pay suppliers directly.

If you have any further Claims or other insurance questions, please check our COVID-19 FAQs.

Supporting you, your health and safety, and that of our partners and people, is our goal. Thank you for your patience.