IMPORTANT CUSTOMER MESSAGE - For speed and convenience, we have several SELF-SERVICE options available to enable you to manage your Policy or Claim online. Pleae click on  MAKE A CLAIM, POLICY CHANGE, GENERAL ENQUIRY or MAKE A COMPLAINT here, or on the CONTACT US page. Please note that for general enquiries and help requests, it may take up to 4 working days to respond, as we continue to have staff working remotely due to social distancing requirements. We apologise for this delay but appreciate your patience and understanding at this time.

Coronavirus (COVID-19)

Read here the latest information regarding our services (Updated: 6th January 2021)

At Premia Solutions we take the health and wellbeing of our employees, customers and suppliers very seriously.
Following advice from the Government on the COVID-19 outbreak, we are implementing measures across our operations
and supply teams to ensure services remain uninterrupted.


Below you will find the latest guidance on claims management, administration and internal operations. We are
monitoring the information provided by the NHS and the Government and will be updating this article accordingly.


View detailed updates

Lockdown 3 News Update: Effective 5th January 2021

If you wish to log a claim, amend, or cancel your policy, please go to www.mypremia.co.uk. We will endeavour to respond to all requests within 5 working days and have a small team working from home to ensure that we continue to support you. We do also have our telephone support service for urgent enquiries, key workers and those vulnerable customers who are unable to utilise the online services. Unfortunately, wait times may be longer than we would like as we are having to operate with reduced staffing levels.

We can assure all customers that the new Government guidelines allow our repairer network to operate, providing customers are comfortable having repairs completed. Repairers do have the relevant Risk Assessments, contact-free processes, and all required health & safety measures in place. Customers can opt to delay repairs and are encouraged to liaise directly with their appointed repairer.

We would like to remind customers who have been financially impacted by COVID-19 and currently pay by Direct Debit to contact us via the links contained within the detailed updates below or visit www.mypremia.co.uk to discuss support options. If you are vulnerable and unable to post documents, again, we can extend submission times in these circumstances. Contact details can be found within your policy documents and guidance for all of our online Claims and Policy Administration services can be found within the detailed updates link and below.

We extend our thoughts to all our clients and policyholders during these difficult times and once again thank everyone for their patience and support.


Last updated: 21/12/2020

Following the Government's most recent briefing, we can confirm that all updated restrictions allow travel for work if it cannot be done from home, therefore our Repairers will continue to operate. Please note that repairs can be put on hold or rescheduled; please contact your appointed repairer if you wish to discuss these options.

We regularly check all UK Government updates to ensure that our Repairer network adheres to regional work and travel restrictions. All of our Repairer's technicians follow a strict contact-free repair process, wear relevant PPE, adhere to social distancing rules and maintain high standards of hygiene. Our priority is to keep our staff and customers safe at all times.


Update: 23/11/2020

Due to a member of our office-based Telephone Team testing positive for COVID-19, we have instructed the remainder of the team to self-isolate, and are in the process of relocating them to work from home. 

Whilst we facilitate this, we have had to close our telephone lines temporarily. Please use the contact options contained within the news update below, dated 24/03/2020. We anticipate that our lines will reopen within 24 hours. We continue to be grateful for your patience and support during these difficult times.


Update: 19/11/2020

We would like to remind customers who have been financially impacted by COVID-19 and currently pay by Direct Debit, to contact us via the links contained below or visit www.mypremia.co.uk if you are concerned or wish to discuss support options. Please also refer to your policy document for the relevant contact number relating to your policy.


Update: 12/11/2020

As we celebrate our 20th Birthday, we would like to extend our thanks to all of our Clients and Customers for their support over the years. As a privately-owned business, we owe our success to you. An additional thanks to our wonderful teams for their dedication and hard work.


Update: 05/11/2020


As we go into lockdown once again, we would like to remind customers to log claims and policy admin requests online where possible. Due to the new Government guidelines, our repairer network will still be operating, providing customers are comfortable having repairs completed. They will ensure that all health & safety measures are in place, but customers can opt to delay repairs and are encouraged to liaise directly with their appointed repairer.

If any customers are vulnerable and unable to post documents, again, we can extend submission times in these circumstances. 

The majority of our staff will be working from home once more, although we are able to maintain a telephone support service for urgent enquiries and customers who need additional support. 

Contact details can be found within your policy documents, and guidance for our online services can be found within the detailed updates below.

We extend our thoughts to all our clients and policy holders during these difficult times and once again thank everyone for their patience.


Update: 01/08/2020

We would like to thank your customers for their patience, understanding and support. Our telephone lines are reopening for those customers who need to talk to us and the relevant contact details are contained within your policy document. Self-service options continue to be enhanced so that customers can submit claims or make policy changes at a time that is convenient. There is significant pent-up demand and our repairer network is doing all they can to ensure repairs are carried our quickly, whilst maintaining social distancing and ensuring the safety of customers and technicians. 

We are grateful for your patience as we deal with a high number of new claims and policy administration requests, following the easing of lockdown and the return of the majority of our staff.


Update: 15/05/2020

We are continuing to adapt measures implemented at the outset across our operations and supply teams to ensure services remain as uninterrupted as possible.

With lockdown easing and our dealer clients reopening businesses, we are able to increase staffing accordingly and are monitoring our repairer network to ensure all safety measures are in place. We are undertaking the required Risk Assessment in preparation for the likely return to the office for some staff and their safety, wellbeing and job security remains our priority.

We continue to urge all Policy Holders to use the self-service options, where possible, to avoid any delays and to follow the specific guidance included within the news update in March.


Update: 24/03/2020

Quick summary:


Most operations have now been moved online and all our advisors are working from home. Please be advised that:



  • We are still assessing claims as normal, but some delays may be expected

  • Repairs are still being allocated to our network of repairers, but due to the Government imposed restrictions
    on travel and guidance to stay at home for the next 3 weeks, the repair appointments will be scheduled for a
    time when the restrictions have been lifted


    • Note, in the event you have a repair scheduled during these next 3 weeks, or the restrictions are
      extended, our repairers will contact you to rearrange your repair appointment – obviously, please bear
      with us and the repairers during this difficult period



  • Our Customer Service Centre is no longer taking inbound calls, but we will be contacting customers over the
    phone if we need more information

  • Our Customer Service team is still available online and via e-mail to assist with your claims, administration or
    support queries


Detailed updates



What to do if you need to make a claim (Making a claim)

What to do if you’ve already reported a claim (Claims in progress)

What to do after logging a claim (Claims awaiting repair)

What to do if you need to make a change to your policy (Making changes to a
policy)


Operations


What to do if you need to make a claim


For GAP claims please submit a General Enquiry form on our Contact Us page. Our Claim team will be in touch shortly to discuss the
claim process and documentation required.


For all other claims please click on the Make Claim button on our
homepage. Once you’ve submitted the initial details of your claim on our new claim page you will, depending on the
type of claim, receive either a link to an online claim form or a claim form in PDF format along with the details on
how to progress your claim.



We appreciate that some customers may not be able to notify us of claims or submit the required documentation within
the standard time limits therefore we will now accept claims after the 30-day limit.


What to do if you’ve already reported a claim


Please ensure you have submitted all forms and documents required to assess your claim. Our team will review and
contact you if any further details are required or if there has been an outcome of your claim. If you completed your
claim via online claim form you can check its status here.



Please read your policy document for further details of the claim process applicable to your policy. Due to
circumstances imposed by the current COVID-19 outbreak, please allow additional time for your claim to be processed.


What to do after logging a claim


For Alloy Wheel and SMART claims, please make sure you have provided all forms and
documents required to assess your
claim. Once approved, your claim will be matched with an approved repairer from our network. You will receive an
email notification with details of your repairer, and they will contact you shortly after to book a suitable time
and place to carry out the repair.


Please note: your allocated repairer will confirm a date and time suitable to carry out the repair. Please be advised
that our repairers will be following the advice from the NHS and the Government and will be implementing independent
safety measures. This may cause some delays in booking new repairs or fulfilling existing ones.


For GAP claims, please follow the instructions of the claim assessor and ensure all
documentation is submitted for
assessment. Upon approval you will be contacted with the next steps.


For Tyre claims, please follow the instructions on your tyre claim form and arrange
your repair or replacement yourself, for a convenient date and time in the following weeks. Then pay the invoice and
submit all claim documentation required for assessment. Upon approval, you will be reimbursed up to the maximum
claim benefit of your policy.


What to do if you need to change or cancel your policy


If you wish to make changes to your policy, please visit the Contact Us page
and submit a Policy Changes form. For all other queries, such
as cancellations, please use the General Enquiry form on the
same page. All customer enquiries should be submitted on our website, where our team will review and assist


Please be advised that our Customer Service Centre is now closed, and we are unable to take inbound calls. You may
still receive a phone call from us, if we need to update you on a claim or the progress of a query – the calls will
be recorded for training and monitoring purposes and may come from numbers different than our usual business lines.


Operations


Our business continues to follow the advice from the Government and the NHS and updates internal processes and
operations accordingly.


Due to the need to protect our employees and our status as non-key staff, we have moved our teams to working from
home. Our systems and processes have been updated accordingly, to ensure we can continue to provide support to
customers and clients. All currently scheduled meetings with clients and suppliers will be conducted online.


Due to the impact of COVID-19 and restrictions on face-to-face contact, our systems have been enhanced to support
customer claims and queries more efficiently. We have extended the use of e-mail and digital tools across all
functions of the business, to ensure quicker and more efficient support.


As our business strengthens the measures required to continue providing our services, we will be updating this
article, our website and social channels regularly. For further advise please visit the NHS and Government
websites.


NHS:        https://www.nhs.uk/conditions/coronavirus-covid-19/


Gov.UK:   https://gov.uk/coronavirus


 

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