Published 24th March 2020 / Last updated 21st May 2020

This is the latest update on our response to Covid-19, and the steps we are taking to ensure the safety of our employees and to continue to provide a service to you, our customers and business partners.

The Boards and Senior Managers of Collingwood Insurance Company Limited ‘CICL’ and our UK service providers, Collingwood Business Solutions Limited ‘CBSL’ and Collingwood Insurance Services (UK) Limited ‘CISL’, remain in frequent contact to ensure our approaches to this situation are aligned.

What are we doing?

CICL is committed to supporting its customers who need to make a claim, are working from home (or, as the case may be, cannot work from home), as well as those of you who use your vehicles to help your communities. We also want to help and support our key workers.

We have looked at our underwriting approach to help us better reflect you, or your customers’ actual activity, in the terms we apply to our policies.

We would like to reassure you that we remain open for business, however in following the recommendations, directives and official advice from the Government and World Health Organisation, most of our teams are still working from home so it may take longer to get back to you.

CICL possesses a business continuity plan which allows us to continue trading, thus supporting our broker partners and policyholders. CBSL and CISL also possess similar business continuity plans and will continue to support us. Inevitably, services will continue to be impacted in view of this unprecedented situation.


If you need to report a new claim the relevant contact details are in your policy booklet. If you are contacting us about an existing claim, please make contact via email and provide your name, policy number or vehicle registration, incident date and email address and will we get back to you.

To assist us please send your email to

Policy Administration

If you purchased your policy via a Price Comparison website or directly from Collingwood Insurance Services (UK) Limited ‘CISL’ the following applies

The CISL Contact Centre has relocated most of their employees to work from home, and therefore, are not taking calls, however their agents are responding to emails and LiveChats via their website.

If you have an online policy, you can still access this using your username and password or check the FAQs on the website at

For product specific correspondence, you may send all future requests to one of the following addresses:

Follow CISL on Facebook at or LiveChat at

It is really important that you check your email regularly as this will be how you will be communicated with.

Financial difficulties

If you purchased your policy via a comparison site or directly from CISL and are experiencing financial difficulties please contact CISL via their LiveChat facility on or send an email to

If you didn’t purchase your policy via a comparison site or direct with CISL and are experiencing financial difficulties, please see below:

Commercial Customers – if you are a commercial customer the following applies:

Please contact your broker directly, including where you are experiencing financial difficulties.

Commercial brokers – if you are a commercial broker the following applies:

We ask that you make contact via email. Where it is required one of the team will call you back, however, please be advised that response times may be longer than usual.

Please note our service provider's opening hours are 9am to 5pm Monday to Friday

We appreciate your patience at this difficult time and we will update this page as information changes.