Insurance Ireland members announce the continuation of forbearance measures to help customers following the Government’s decision to move to Level 5 Covid-19 restrictions

Statement on behalf of Allianz, Aviva, Axa, FBD, RSA and Zurich

• Measures for personal customers include flexibility for customers in financial distress; no cancellation fees or missed direct debit fees; continuing extension of cover for home working; priority for HSE staff

• Measures for business customers include working with policy holders who need to adjust their premiums for EL/PL and Commercial Motor for the periods they are not trading; renewal flexibility; maintenance of existing cover where the premises is closed or unoccupied; supporting requests for a change of use during the Covid-19 crisis

Issued 27 October, 2020.  In the context of the Government’s decision to move the country to Level 5 Covid-19 restrictions for a prolonged period, Insurance Ireland members have today announced the continuation of forbearance measures that were put in place in the earlier period of nationwide lockdown.

The insurance sector fully appreciates that this is an incredibly difficult time for families and businesses as people seek to make the right decisions for their own health and safety and that of their families and employees.

Irish insurers continue to pay out €250 million to customers in claims and benefits every week.  Customers can be assured that their insurers will continue to deliver for them during the crisis, paying pensions and settling claims for life, travel, household, property, liability, motor and health insurance. This has involved a move towards remote working, significant IT work and making business processes more flexible to better serve customers.  

Across the personal and business customer base, Irish General Insurers are continuing a range of forbearance measures for those impacted by the new Level 5 Covid-19 restrictions.

While the solutions will vary by company to reflect the different products in the market, there are a number of common measures that most companies have signed up to including:

Personal Customers

• A commitment to continue to deal fairly and flexibly with customers in financial distress.
• No cancellation fees or missed direct debit fees.
• Extension of credit facilities with relevant brokers.
• Home working – extension of cover under standard household policies.
• Volunteer driving associated with COVID-19 is covered on private car policies under social, domestic and pleasure use.
• Priority for HSE professionals for repairs & claims.
• NCT / Driving licence – insurers will accept driving licences that were due to expire in line with what has been stated with the Road Safety Authority.

Business Customers

• Insurers will work with policy holders who need to adjust their premiums for EL/PL and Commercial Motor for the periods they are not trading.
• Insurers will allow up to 28 days after renewal for payment.
• Cover will be maintained for unoccupied commercial buildings/ premises not in use due to Covid-19 restrictions for a set period. Appropriate supervision and security of the premises is required.  
• Insurers will support requests for a change of property use during the crisis for business impacted by Covid-19 restrictions.
• Customers wishing to avail of any of these measures should contact their insurer or broker directly.

Moyagh Murdock, Chief Executive of Insurance Ireland, said “Our members recognise that some customers, personal and business, will experience extreme economic impacts as a result of the move to Level 5 restrictions, and we are committed to continuing to support our customers once again. Insurance Ireland has set up a special Covid-19 hub on our website to share practical information with customers. Our member companies also have information and advice on their own websites and have been communicating with customers and brokers to provide advice and support throughout this difficult period.”