COVID-19 Response Update – Frequently asked questions

We are working as hard as possible to make sure that our employees can continue to provide services and support to you and to customers.

We are asking that all customers contact their brokers for support and advice in the first instance. The contacts and FAQs below are intended to support you to manage these enquiries.

• To register a claim, brokers should email us. All of our contact details can be found here

• To enquire about policy cover without making a claim, brokers should email or call our team as you would under normal circumstances

Please note that we are operating at a reduced capacity as a result of employee absence and are handling a significant number of enquiries.

Frequently asked questions

Queries relating to policy cover:

Are my customers covered for business interruption as a result of Covid-19?

Policy response will vary on a case by case basis, being reliant on appropriate extensions being in place for policy holders. Most policies will not respond to Covid-19 as a trigger for business interruption cover.

This is a complex area, and we are working hard to do the right thing by customers while being clear that we can only pay claims where the correct cover is in place. We value the support of our brokers as we do this and encourage you to enquire directly to our teams if you are unsure.

If my customer’s suppliers are affected by Covid-19, will business interruption cover apply?

Will you be offering renewal extensions on business interruption policies if my customer or broking team is off sick?

We will do this only in very exceptional cases, and recommend that these renewals are prioritised in resource planning.

Will you be offering renewal extensions on other policies if my customer or broking team is off sick?

In these instances we will of course as always do our best to support, offering limited extensions on a case by case basis.

Will we accept policyholders wanting to cancel their cover?

Customers retain the right to cancel their policy in line with the relevant policy wording. We will continue to ensure no barriers to customers needing to take this course of action.

Will policyholders be allowed to change their cover in light of changes in circumstance as a result of COVID- 19?

We will look to support our customers with any changes although will need to be notified by their broker on the specific changes in line with their business needs. Queries relating to claims:

If a customer suffers a non Covid-19 related large loss, how we will support the processing of that claim?

From a significant claim perspective, we continue to have our team of experts with full IT capability to handle large losses. The team is maintaining contact with loss adjusters and other experts to ensure we provide an uninterrupted service to our customers. This is constantly under review given the speed at which the situation is developing and we will continue to update on any changes.

In the current situation there may be instances in which customers don’t submit claims in a timely fashion, breaching the late notification of claims clause. Will you ensure that consideration is given to these claims?

We recognise that we are operating in a hugely unusual set of circumstances, and consideration will be given where customers or brokers are not physically able to report issues. These will be considered on a case by case basis.

Queries relating to risk management:

How will we be supporting risk consulting visits over the coming weeks and months?

We continue to keep in touch with customers and issue our bulletins to support them to keep their businesses safe. Where visits to customers were due, we will be in contact to make alternative arrangements. A small number of our outsourced partners are continuing to offer visits but we don’t know how long this might last.

If a customer has got deadlines and timescales for risk improvements within their policies, will we hold customers to these?

We will review on a case by case basis based on the nature of the risk improvement and a customers’ ability to implement the change in the circumstances. We will need to take a balanced approach to this in order to manage our own exposure.

How should I advise a customer who cannot protect unoccupied policies or meet other warranties given the developing situation?

Under normal circumstances we would expect customers to be taking reasonable care to comply with warranties under their policy. Where a customer is directly impacted by Covid-19 we will make considerations in reviewing their adherence to warranties and other conditions, but in other situations we would generally expect these to be followed, if they are appropriate. For example, if a business is not open then there will be some conditions which will not apply.

What is our approach to statutory inspections?

We will expect customers to do what they can to service these, but we recognise the challenges in doing so given the developing situation. We are regularly reviewing our position and will keep you updated.

Queries relating to service:

How will ICCI continue to service brokers if you have high sickness levels over the next few months?

We have robust business continuity plans in place but inevitably with higher employee absence there will be prioritisation. We are actively working to move resource around the organisation to support frontline teams.

What specific measures are you taking to help your people to stay safe as the situation with COVID-19 develops?

We are following government guidance closely to protect our employees. All employees are now working from home. We are also taking into account the impact of school closures and supporting our employees to work more flexibly so they can balance their responsibilities more easily.

Will working from home or prolonged staff absence disrupt the levels of customer service we can expect from you?

We are doing everything we can to maintain service levels but as the situation develops we do expect to be operating at a reduced capacity. As always, we will be doing everything we can to manage this in the best interests of our customers. Please can we request that all post is now sent via email where possible to avoid any delays.

Mark Marshall Managing Director Insurance Corporation of the Channel Islands