CORONAVIRUS UPDATE FOR CUSTOMERS

Firstly, and most importantly, all of us at Hive Insurance Services hope this message finds you and your loved ones safe and well. To ensure we continue to deliver a first-class service to you while following government, NHS and Public Health England advice regarding the safety and welfare of our staff, we want to inform you of our robust contingency plans which are now in place.

Maintaining our services to our policyholders

To ensure we continue to service our policyholders, while looking after the welfare of our employees, all of our core services can now operate remotely, and we have implemented a work-from-home policy wherever possible. All services continue to be transparent and fully auditable, and customer data remains completely secure. We do not foresee any impact on our service standards to you as a result, though we would appreciate your patience when contacting us.

Help with premium payments

We understand that in current circumstances, policyholders may experience difficulty with paying premiums. If you are struggling to keep up with premium payments, we may be able to offer some premium break solutions. Please email us at enquiries@hiveinsure.co.uk in the first instance and we will be able to discuss the options available with you.

Contacting us

For general enquiries, in the first instance please email us at enquiries@hiveinsure.co.uk. This will help us to deal with your query in the most efficient way. If you need to call us, our number is 01454 619500. Please note that our opening hours will be Monday – Friday, 10am – 3pm until further notice).

Claims Enquiries

Many calls we receive relate to claims – either new or claims in progress. These are often handled by third party providers. To ensure you speak with the right team without delay, please use these direct phone numbers if you’d like to discuss a claim:

·     Medical Cash Plan – 0121 629 1297 / 0800 587 8029

·     Personal Accident Plan – 0870 224 2424

·     Sports Accident Plan – 0208 667 2467

·     Lifestyle Protector – 0333 130 4520

·     Accident & Sickness Plan – 0333 130 4520

·     Mortgage Protector Plan – 0330 018 2321

For all other plans, please refer to your policy document.

Face to face appointments with our advisers

Naturally we are ceasing these until further notice to comply with government requirements.  Nevertheless, our advisers are still available to offer advice and conduct applications over the phone and by email. This ensures you’re still able to apply for the cover that you need. Please contact your adviser for more details.

Thank you

I’m sure you appreciate that these are difficult times for individuals and businesses. We are grateful for your support and understanding during this time and we encourage you to continue to follow the latest government advice here. We are here to do whatever we can to support you during these challenging times. Together we can get through this.

With best wishes

Isaac Lam, Chief Executive Officer