How we're supporting our customers

Ben Rose
Chief Underwriting Officer
07 April 2020
3 minute read

The Coronavirus outbreak has had an impact on all of us and we wanted to let you know how we are responding to this situation as a business and supporting our customers during this challenging time.

As a fully digital and agile company, we are set up for these types of scenarios. Our team is working remotely and have been equipped with all the necessary tools to maintain a smoothly running service for all our customers with minimal interruptions.

7 business-as-usual

Getting a quote and setting up your cover 24/7

You can access our quote builder on your desktop or mobile and set up your cover as normal. Policy documents will be instantly available for you to download from your online account.

Supporting self-employed NHS workers

For the next 3 months, self-employed nurses, carers and healthcare technicians will receive free healthcare professional insurance with us. We’ve also extended our healthcare insurance cover to include e-consultations (other than diagnostic or prescription services) which will help those in isolation to continue working where possible. These changes are effective immediately and will also apply for all our existing nurses, carers and healthcare technician customers.

Customer support

Our customer success team is available via live chat, WhatsApp, email or phone during our usual office hours from 9am to 6pm Monday to Friday (excluding public holidays). Our out-of-hours assistance line will continue to operate outside of these hours. Get in touch if you have any questions about your quote or your subscription with us.

Updating your cover in your online account

If you would like to update details of your insurance you can do that in your online customer account. Simply log in and click on the business details section, where you can edit most of your business information, including employee and turnover numbers, as well as updating your premises addresses. Your policy documents will be amended and available to download straight away.

Making a claim

You can also make a claim directly from your online account. Simply log in and click on the make a claim section, where you can provide as much detail as possible about your claim, including a crime reference number (if applicable), the date of loss or claim made against you, type of claim and its detailed description. You can also attach any relevant supporting documentation like proof of loss, proof of purchase, a letter of demand or a statement of claim. Once you submit the claim, our team will contact you as soon as possible.

Business insurance

In this section, we answer the most frequently asked questions our customer success team receives during this period.

Business interruption and loss of income

Business interruption insurance is generally dependent on there being physical damage (for example, by fire or flood) to the policyholders or its suppliers or customers tangible property. Loss of income due to coronavirus is, therefore, not covered because it is not arising out of physical damage.

Employers liability insurance

If your business is now set up remotely our employers liability insurance automatically covers you and your team working from home. Employers liability can also cover claims made by employees who have suffered COVID-19 related bodily injury and who make a claim against you for failing to provide a safe working environment, in breach of the Health and Safety at Work Act (1974).

Public liability insurance

Public liability insurance can cover claims, made by members of the public who have accidentally suffered COVID-19 related bodily injury and who make a claim against you.

Contents and equipment cover - protecting your kit outside of your premises

Our online computer and electronic equipment and portable equipment covers provide protection for these items anywhere in the UK as standard. If some of your insured equipment is located at your premises that is now unoccupied you might want to consider additional measures to prevent it from getting damaged. Most property policies have an exclusion for damage while the premises are unoccupied for more than 45 days. Superscript's customers will be automatically covered for unoccupied premises for up to 90 days during this time.

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