IMPORTANT CUSTOMER MESSAGE - Due to the impact of Coronavirus, we are still operating with reduced staffing levels, therefore it will take longer than usual to respond to requests and queries. However, we have several SELF-SERVICE options available to you, so, to avoid delays, please 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 5 working days to get back to you and we apologise for this delay but appreciate your patience and understanding at this time.

Coronavirus (COVID-19)

Policy Holder update: Read here the latest information regarding our services

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.

Last Updated: 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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