COVID-19 CUSTOMER UPDATE
We are closely monitoring the COVID-19 situation and following all guidance and advice issued by the UK government and industry bodies, including the Association of British Insurers (ABI), the British Insurance Brokers’ Association (BIBA) and the Financial Conduct Authority (FCA).
During these unprecedented times, we are taking action to maintain our service to you, whilst prioritising the welfare and safety of our staff.
We will continue to do all that we can to minimise disruption and ensure that our operation remains as unaffected as possible for policyholders. We will be offering a range of communication channels to support a potential decrease in our telephony capability, and encouraging greater use of e-mail, live chat and forums which can be accessed via https://www.markerstudy.com/policyholders/guidance/how-to-make-a-claim
COVID-19 FCA FINANCIAL DIFFICULTIES
We’re here to help. We’re aware that there may be an impact on people’s livelihoods due to COVID-19. If you think you may be unable to maintain your regular policy payments, please contact us as soon as possible on the details below. Our opening hours are Monday-Saturday, 8am-6pm.
BISL Limited, who administer your insurance policy, have specialists on hand who can discuss your individual circumstances and agree how we can help with your financial situation. There are several ways we may be able to help including; moving your payment dates, agreeing partial payments or payment holidays in the short term and removing any fees applied to your policy.
Don’t wait until you miss a payment as we can help you in advance. We ask that you don’t cancel your payments or direct debits as this can result in your policy being cancelled and we don’t want you to be left uninsured, please get in touch with us in the first instance.
Our aim is to operate ‘Business as Usual’ throughout – providing a 24/7, 365 days a year service to our policyholders. However, there may be times when we encounter a drop in staff numbers due to sickness absence/self-isolating. To help us deliver the best service to you, we ask that during this time:
- Existing customers utilise our online self-service portal to renew or make any amends to existing policies. Here you can also find updates on any existing claims and download any required forms;
- You only call if absolutely necessary, for example if you have a concern regarding your renewal.
We have pledged our support of measures recommended by the ABI, and emphasis will be placed on getting our policyholders back on the road following a claim, and supporting those who are vulnerable, or suffering financial hardship.
We really appreciate your patience and understanding during this difficult time.