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Saga Insurance Coronavirus update

This Saga Insurance page highlights the areas that we can be more flexible about during the COVID-19 outbreak and will be updated as circumstances change and issues arise, so please check here regularly. This information is general and contains as much detail as possible, but it doesn’t replace the overall terms and conditions of your policy.

Saga Insurance coronavirus update

With the UK vaccine programme launched, we're looking forward to things slowly getting back to normal. We also appreciate that we might experience some more changes along the way. Whatever happens though, you can continue to rely on Saga Insurance to support and help you.

Since March 2020, all our phone teams have been successfully working from home along with over 3,000 of our other Saga colleagues so, if you want or need to call us about any aspect of your insurance, go right ahead. We've all settled into this new way of working, so we are still here as usual even during any lockdown measures.

If you’re worried or concerned about covering the cost of your insurance due to the current situation, please give us a call and we will help by reassessing your risk profile, the cover level and payment type you've selected or reviewing the option of a payment deferral. Covid-19 restrictions are affecting small, but important aspects of your cover, and every situation is different.

Things you can do online

You may be able to do things and get the answers you need quickly and easily online.

  • MySaga – With an online MySaga account you can look at your renewal notifications, past quotes, current policy documents and more. Not set up an account? It’s easy.
  • Renew online – If your car or home insurance policy is due for renewal and you want to continue your cover as usual, you can renew your insurance online. It is safe and your personal information and payment details are secure. You can find your renewal documents and details of how to renew at MySaga – simply log in with your email address and password. If there are changes to your details or you want to get a different level of cover, please call us. Don’t forget, if you opted for auto-renewal when you took out your policy and the cover still meets your needs, you don’t need to do anything!
  • Web-chat – You can message one of the team directly. Go to the relevant webpage for car, home, travel or other types of insurance to start chatting or take a look at the FAQs page.

Keeping in touch by email

Documents that we usually send out by post may get delayed or even postponed, depending on staffing levels at print and dispatch service centers. If you have an email address, please let us know and we can email you to keep in touch about key updates. You can update your contact details here. You might also want to change your marketing preferences so you can keep in the loop with any news about our other products and services. You can also view any important documents we might have sent you online by logging into your MySaga account. If you don’t have one already, you can set up an account here.

More information

Are you using your own car for volunteering, helping to deliver goods or helping people get about?

If you’re using your car to support friends, family or neighbours affected by Covid-19, such as delivering groceries or medication, this has always been covered as standard under social, domestic and pleasure use (as long as you're not making a profit from it). Saga Car Insurance already covers use for voluntary work as standard if you’re working unpaid for a UK-registered voluntary or charity organisation. In addition, if you’ve become an NHS Volunteer Responder, your car will be covered for Community Response, Patient Transport and NHS Transport volunteering.

Has your work pattern changed?

If you only have cover for social, domestic and pleasure use or you are a named driver, you are usually not covered for commuting (going to a single place of work). However, if you now need to commute by car to work as a direct result of Covid-19, you are now covered, and you don’t have to let us know. If you are a key worker and you now have to travel to more than one place of work because of the Covid-19 outbreak, you are automatically covered for business use driving to multiple workplaces without the need to inform us. If, as a result of Covid-19, you exceed your yearly estimated mileage, that’s OK. Similarly, if you’ve been furloughed or are now temporarily not working, there’s no need to tell us of this change at the moment. If you think any changes might not be temporary beyond the end of the year, please let us know.

Have you missed your MOT?

During the latest national lockdown, MOT test centres remain open and having a valid MOT certificate is still a legal requirement. The government has issued guidelines on when you shouldn't take your car for an MOT, which includes if you or someone in your household has coronavirus or if you are self-isolating. For more details, visit www.gov.uk/getting-an-mot.

Do you have Saga Breakdown Assistance?

If your vehicle breaks down, assistance is still available 24/7. Our provider, the RAC, has special measures in place to ensure everyone is as safe from infection as possible, such as cleaning surfaces they touch. And, they’ll do their best to get you going – they currently fix 8 out 10 vehicles at the roadside.

How we are helping customers facing financial difficulty

If you're experiencing financial difficulty as a result of Covid-19 we have some options we can explore that may help you during this difficult time, such as:

  • Reassessing your risk profile which may result in a premium reduction
  • Reassessing your demands and needs to ensure your product is still suitable
  • Reviewing payment plans available
  • Payment deferrals.

If you do need support, please call us on 0800 302 9735 and we will help you find the best solution for you.

 

Working from home?

If you’re now doing your office-based job at home because of the latest advice, you don’t need to tell us, and your cover will still be valid. Your work at home needs to be of a clerical nature, with business equipment worth less than £5,000 and have no other staff or business visitors. If that’s not the case for you, please give us a call on         0800 068 3410, and we’ll make sure you’re fully covered.

Does any aspect of your cover depend on a regular boiler or alarm service, such as Saga Home Emergency?

We understand that this may not possible at the moment because of restrictions in your area or if you are self-isolating. Your cover will still be valid, provided the service is completed when it's reasonable and safe to do so.

If you need to use your Saga Home Emergency cover, the engineers follow government and Public Health England guidelines to keep both you and themselves as safe as possible. If you’re self-isolating with suspected symptoms of coronavirus or you’re considered to be in a vulnerable group, please tell the call handler.

If you have an annual boiler service due under your cover, but feel uncomfortable having this done at the moment, you can re-book it for a later date.

Will your home be unoccupied for more than 60 days?

Your cover will still apply if you’re away from home and are either unable to return due to COVID-19 restrictions or have chosen to spend this time staying elsewhere to avoid being by yourself during lockdown. Before you leave, make sure your home is secure and, if you have one, activate your security alarm. For stays longer than a couple of months, we recommend you turn off your water supply too.


If someone is now staying with you for a similar reason related to the pandemic, then you don’t need to tell us about this, and your cover will continue as normal.

If your home will be unoccupied for longer than 60 days for any other reason, please call us so we can update your policy and ensure you’re still fully covered.

How we are helping customers facing financial difficulty

If you're experiencing financial difficulty as a result of COVID-19 we have some options we can explore that may help you during this difficult time, such as:

  • Reassessing your risk profile which may result in a premium reduction
  • Reassessing your demands and needs to ensure your product is still suitable
  • Reviewing payment plans available
  • Payment deferrals.

If you do need support, please call us on 0800 068 3410 and we will help you find the best solution for you.

 

The Saga Travel Insurance team is available to help, so please call them on 0800 056 9200 for advice about your cover or any support you may need.

The Foreign, Commonwealth & Development Office is the best place to go for the latest advice about travel.

Our travel insurance policies now include cover for cancellation (up to 14 days prior to your trip departure) or abandonment (during your trip) if you, a close relative or anyone you are planning to travel with or stay with receives in writing a positive test result for COVID-19. We also offer emergency medical and repatriation cover if you contract COVID-19 while on your trip.

Any other claims relating to coronavirus (COVID-19) are not covered.

Please note if you travel to a country to which the Foreign, Commonwealth & Development Office (FCDO) has advised against all but essential travel, or if you travel against the advice of a UK doctor, you will have no cover under this policy.

How we are helping customers facing financial difficulty

If you're experiencing financial difficulty as a result of COVID-19 we have some options we can explore that may help you during this difficult time, such as:

  • Reassessing your risk profile which may result in a premium reduction
  • Reassessing your demands and needs to ensure your product is still suitable
  • Reviewing payment plans available
  • Payment deferrals.

If you do need support, please call us on 0800 056 9200 and we will help you find the best solution for you.

 

We are committed to providing the best service possible to our customers. As a result, we will continue to provide the extra services and benefits introduced in response to the COVID-19 pandemic:

Increased NHS cash benefit

This benefit is usually paid for each night spent in an NHS hospital when eligible treatment was not performed privately. This benefit is now available to you if you are admitted to hospital due to COVID-19. We have increased the amount by £100, so Saga HealthPlan Super customers can claim £250, and all other policyholders will receive £200, for each night up to 20 nights.

Clinical Support Centre

You can now speak to a team of leading specialists and practitioners by phone or video from the safety of your home. The Clinical Support Centre team can provide advice without you having to go and get a referral from your GP first. Importantly, there is no excess or charge to pay for using the service. Simply call the Saga Claims Personal Advisory Team, and they will guide you through the process.

Free private prescriptions with the Saga GP Service

As as part of your cover you can use the 24-hour Saga GP Service, which provides phone or video-link appointments with a UK-registered GP – without you having to pay anything extra or submit a claim.

With remote GP appointments more helpful than ever before, you'll be pleased to know that if you use this service and are prescribed medication, you'll now get your private prescription fulfilled and delivered completely free of charge.

The free private prescriptions can be delivered to your home, or other domestic address of your choice, and must be for new conditions only. This offer is not available for repeat prescriptions, and it may be withdrawn at any time.

Our promise to you

We are continuing to monitor the impact of COVID-19, now and in the months to come, and we will act to appropriately reimburse customers who have seen their treatment delayed or had services affected by the crisis. We are fully committed to ensuring that any exceptional profits that may arise from a reduction in private claims during COVID-19 are returned to our customers; our approach will be independently audited to ensure fairness. Unfortunately, we are unable to provide a time frame due to the continuation of the pandemic, but we will communicate any developments to our customers on an ongoing basis.

If you are currently claiming and have any queries, please contact our Claims Personal Advisory Team on 0800 027 1331. If you need to make a new claim, please don't hesitate to call our team on the number above, and we will do all we can to help.

Important information for current customers

As a Saga Health Insurance customer, you have many services you can use from home without having to make a claim:

  • The Saga GP Service – this offers phone appointments with a GP 24 hours a day, 7 days a week for all policyholders. There’s no excess or extra fee to pay, and of course, you don’t have to step a foot outside. If the GP needs to prescribe medication, they can get it dispensed and sent to your home (private prescription costs apply). If the GP recommends further investigation, they can also arrange open referrals.
  • The Working Body Service has a team of physiotherapists who can advise about muscle, joint and bone pain (not available with Saga HealthPlan Support).
  • Stronger Minds has trained counsellors you can talk to who offer help and treatment for anxiety, stress or other mental health concerns (not available with Saga HealthPlan Support or for anyone under 18).

You’ll find the contact numbers for these services in your Policy Book. If you have any concerns about your policy or cover during this time, or in the future, please call the Saga Health Insurance customer service team on 0800 056 9273. They are available and happy to help.

How we are helping customers facing financial difficulty

If you're experiencing financial difficulty as a result of COVID-19 we have some options we can explore that may help you during this difficult time, such as:

  • Reassessing your risk profile which may result in a premium reduction
  • Reassessing your demands and needs to ensure your product is still suitable
  • Reviewing payment plans available
  • Payment deferrals.

If you do need support, please call us on 0800 056 9273 and we will help you find the best solution for you.

Pet insurance 

For up-to-date advice on maintaining the welfare of your pets during the pandemic, visit www.gov.uk/guidance/coronavirus-covid-19-advice-for-people-with-animals

Caravan insurance

If your caravan needs a service to quality for new-for-old cover, the requirement to have one has been waived until after March 2021, providing:

  • your caravan has previously been serviced annually
  • or, your caravan has just become 5 years old and is kept in a roadworthy condition.

If you find your premium goes up as a direct result of Covid-19, we will we write off this increase.

 

 

How we are helping customers facing financial difficulty

If you're experiencing financial difficulty as a result of COVID-19 we have some options we can explore that may help you during this difficult time, such as:

  • Reassessing your risk profile which may result in a premium reduction
  • Reassessing your demands and needs to ensure your product is still suitable
  • Reviewing payment plans available
  • Payment deferrals.

If you do need support, please call us and we will help you find the best solution for you.

Pet insurance - 0800 096 6666

Boat insurance - 0800 904 7796

Motorhome insurance - 0800 904 7763

Caravan insurance - 0800 904 7488