UPDATE: CORONAVIRUS COVID-19

As the COVID-19 health crisis unfolds, we are continuing to protect the health and wellbeing of our people, partners and communities, whilst ensuring we provide the best possible service to our customers.

We have set out a series of actions to ensure that our people are safe and that our business can continue to support the needs of our partners and customers. The majority of our people are now working remotely, in line with Government guidelines.

Contacting Us

Our customers, partners and people are at the heart of our business. To keep our people safe during Covid-19, we have set up remote working and our Customer Service and Claims representatives are equipped to provide support remotely.

We are currently experiencing a high volume of inbound enquiries from our customers. Please be assured that we are following the best practice advice issued by the government and the regulator and we are responding to all the queries received.

Please allow us time to work through your requests as quickly as possible. We are doing everything we can to minimise delays and have implemented a number of measures to enable us to process the volumes we are receiving. We ask you, where possible, to avoid contacting us via post. We have a "skeleton" team in place to process the post but we want to minimise the risk of their exposure to the virus through contact with mail items and we are mindful of the current delays being experienced via the postal service.

In the event that you need to contact us regarding a specific query, we would encourage you, where possible, to contact us via the following methods, according to the product or service with which you need our support:

Thank you for your patience and support whilst we work hard to manage your requests. We really do appreciate your understanding. We care about your needs and concerns, so please be assured that we want to do what we can to help.

Remote Working

The majority of our people are remote working and we have tested critical processes to ensure that we can carry out essential tasks to support and protect our customers.

Visitors to sites

We are mindful of the need to stay in close touch with our partners. However, due to the evolving situation, we are currently asking visitors not to come to our sites. We will be using remote communication technology to keep in touch on a regular basis.

International Travel

No international travel is currently taking place.

Business Continuity Planing

We have robust Business Continuity Plans (BCPs) in place to ensure that we continue to offer high levels of service to our partners and customers.

We have tested our remote working capabilities to ensure that our technical infrastructure (mobile devices, remote communication tools etc) can continue to support our people to offer high levels of service.

Work Place risk assessment

In line with UK Government guidelines relating to return to the work place we have undertaken a risk assessment of our offices (for Cardif Pinnacle and BNP Paribas Cardif) to ensure that all relevant risks have been considered, assessed and mitigated. The result of this risk assessment can be viewed by clicking here. A more detailed risk assessment is available on request from Group Incident

Maintaining up-to-date awareness on COVID-19

We have a Crisis Management Team (CMT) in place, which includes the senior management team, Risk and IT. The CMT meets daily to ensure we are responding swiftly to the evolving situation and that we maintain the highest standards of support and protection to our teams, customers and partners.

We pride ourselves on the quality of our internal and external relationships. Our focus remains to ensure the highest possible standard of service that our customers and partners expect.

Financial support and information if you have been affected by Corona Virus (COVID-19)

If you've been or are expecting to be financially affected due to COVID-19, we're here to help.

Please visit the relevant product or service website to find out how we can help you