Coronavirus (COVID-19) - Help and support

Happy PlaceHappy Place

How will Coronavirus (COVID-19) affect my claim?

As the underwriters of your policy, RSA will handle your claim and pay any settlement. Whilst delays may be possible during this unprecedented time, we’re doing all we can to help settle claims quickly and fairly.

As always, when you report your claim, you’ll be given a dedicated claim handler and claim reference number.

 

Sending estimates
You may be asked to send photos and estimates for any repairs. However, we understand that many repair centres are currently closed as a result of the ongoing Coronavirus (COVID-19) pandemic and this may mean it takes you longer to get these estimates. Don’t worry – this won’t affect the settlement you receive.

 

Settling your claim
We sometimes ask a loss adjuster to visit to assess the damage and make sure any settlement is fair. To protect staff and the wider community, such visits are currently on hold, but we’re exploring alternative ways of making claims decisions to make sure any delays are minimised.

 

Contacting us about your claim

Due to the ongoing Coronavirus pandemic, RSA claims handlers are now working from home with revised opening hours. You can contact them on 01422 861 828 (9am – 3pm weekdays).

My caravan was at home as I was loading to go on holiday but the campsite is now closed. Can I keep my caravan at home?

We appreciate that the Government enforced lockdown as a result of Coronavirus (COVID-19) means you may not have been able to put your caravan in its usual storage location. We will be as flexible as possible to accommodate changes in storage at this time but you must contact us if your caravan isn’t at the storage location stated on your policy documents. You can call us on 01422 395 895.

 

During the Coronavirus (COVID-19) pandemic, can I lend my caravan to an NHS worker?

Yes, you are able to lend your caravan to a friend or family member but please contact us before doing so. You can call us on 01422 395 895.

We need to make sure that any change in storage location is acceptable and that all security requirements will remain in force. If the NHS worker is not a family or friend we would need to check its use meets our policy conditions.

How can I cancel my policy?

Unless you’ve sold your caravan, we don’t recommend you cancel your policy as a result of Coronavirus (COVID-19), even if you’ve had to change your plans and won’t be using it for a while. Accidental damage when caravans are being used only makes up a small proportion of claims costs. Happy Place insurance protects you against other risks, such as storm damage, flood, fire, theft and vandalism – you still need cover in place in case the worst happens. Unfortunately some of these risks can be even higher when you’re not using your caravan.

If you have sold your caravan or still wish to cancel for any other reason, please call us on 01422 395 895.

Can I use my caravan as a home office?

Yes, during the ongoing Coronavirus (COVID-19) pandemic, you may use your caravan for home working or home schooling, so long as it is stored at your home address. We would still expect all security devices to be activated when unoccupied and not to leave valuables, such as laptops unattended. Please note, high value items are not covered as part of your caravan insurance policy.

Why haven’t I received my full renewal documents in the post?

To make sure we can continue to insure our customers during the ongoing Coronavirus (COVID-19) pandemic, we’ve had to make some small changes to your insurance renewal documents. In most cases, you will receive your renewal invitation in full by email, and only a single page notice via post.

This is because our staff are working from home to help keep our colleagues and the wider community safe. Access to printers and other office equipment is limited but please rest assured we have systems in place to make sure we can continue to answer your call and service your policy.

If you have any questions about your renewal or would like us to send you a full document pack via post, you can still call us on 01422 395 895 (8am-8pm weekdays, 9am-4pm weekends).

My finances have changed as a result of Coronavirus (COVID-19) – what should I do if I’m worried about paying for my insurance?

Please don’t worry, there are a few things we may be able to do to help. Please call us on 01422 395 895 to speak to one of our friendly advisers about how we might be able to reduce your premium by changing your cover slightly.

If you would prefer to spread the cost of your insurance, you can also choose to pay by monthly Direct Debit, rather than paying for your annual premium in full.

We don’t recommend you cancel your policy as a result of Coronavirus (COVID-19), even if you’ve had to change your plans and won’t be using your caravan for a while. Accidental damage when caravans are being used only makes up a small proportion of claims costs. Happy Place insurance protects you against other risks, such as storm damage, flood, fire, theft and vandalism – you still need cover in place in case the worst happens.

If you bought your caravan on finance, you are also likely to need insurance as a condition of any credit agreement.

Will I be able to renew my touring caravan insurance policy during the Coronavirus (COVID-19) pandemic?

Yes. You’d normally receive your renewal invitation around four weeks before your current policy ends. To make sure we’re able to continue your insurance cover throughout the ongoing Coronavirus (COVID-19) pandemic, you may receive this earlier than usual.

Rest assured our phone lines remain open. However, we might be operating with fewer staff than normal and ask you to kindly bear with us during this difficult time.

If we have an email address for you, we will send your renewal documents by email. You would normally need to review the value of your caravan each year but in light of the current situation we will honour up to a 10% increase on your sums insured limit should you need to make a claim in the next policy year, so there is no need to contact us if that is the only change to your policy. Please check your schedule to make sure all other details are correct.

Happy to renew without making any changes?
If you pay by monthly Direct Debit, your policy will continue automatically unless you tell us otherwise.

If you’d prefer to pay your annual premium in full, please make sure we receive your payment before your current policy expires. If you don’t need to make any changes and are happy to pay for your annual premium, you can renew your policy online here.

Need to make changes to your policy?
If there are any changes in your circumstances, or if you wish to add, remove or discuss any policy options, please do call us on 01422 395 895.

If you need to make changes to your policy urgently and are having trouble getting through to us, please use our website to get a quote for a new policy which begins when your current policy expires. Our website takes secure card payments and this will make sure your cover continues.

How can I pay for my touring caravan insurance premium?

We offer a range of ways to pay for your caravan insurance policy.

Credit / Debit Card
Paying by Credit or Debit card couldn’t be easier. Simply call us for a quote, and when you choose to take out the policy we’ll take your details over the phone and process the payment for you.

Monthly Direct Debit
Many of our clients use Premium Credit’s financing to spread their premium using monthly direct debit. Premium Credit’s financing solution is easy to manage online at www.mypremiumcredit.com

My Premium Credit gives secure 24/7 access to your account. You’ll be able to keep tabs on your direct debit payments, view correspondence, sign your credit agreement, settle missing payments by card and make changes to your personal or banking details online.

If you would like to set up a direct debit call us on 01422 395895, weekdays 8am – 8pm and weekends 9am – 4pm.

Please note a charge for credit applies, written quotations available. Credit availability is subject to status.

Renew online

If you don’t need to make any changes to your policy and are happy to pay for your annual premium, you can renew your policy online here.