Frequently asked questions

To save you time and effort, we have created a suite of frequently asked questions to allow you to get all the answers you need regarding your Carole Nash Insurance policy.

These have been carefully created from feedback from our customers and include questions such as – how to make an amendment to your policy, our renewals process and what to do in the unfortunate event of a claim.

Information for customers regarding COVID-19

Motorbike and other vehicle insurance FAQs:

If I’m not riding or driving as much due to COVID-19 should I reduce the mileage on my policy?
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No, unless the situation changes and you need to self-isolate for more than 8-12 weeks, you shouldn’t need to change your mileage.

Should I declare my vehicle SORN if I am unable to drive for a period of time?
As per information on Gov.uk you should only make a SORN (Statutory Off Road Notification) when you take a vehicle ‘off the road’ and you want to stop taxing it. Your vehicle is off the road if you don’t keep or use it on a public road, for example if it’s in a garage, on a drive or on private land. You can check Gov.uk for further information.

Your insurance is still valid if your vehicle is declared SORN although you cannot legally drive it until it is taxed again. If you are considering cancelling your insurance whilst your vehicle is SORN you would not be covered for fire, theft or damage to your vehicle so you need to consider the risk before taking this step.

Am I covered if I’m abroad and can’t get home, taking me over the limit my policy allows?
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We are in unprecedented times, and therefore if you have been unable to return home due to COVID-19 e.g. travel restrictions and cancellations, self-isolation, enforced quarantine, we will extend your foreign use. Should you need to make a claim the insurer may require evidence that you were unable to get home.

My doctor self-isolated me, am I covered to ride or drive?
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Yes, unless you have received medical advice which states your ability to ride or drive may be affected.

If I have coronavirus can someone else drive my vehicle to get me to hospital?- Yes, if they’re a named driver on your policy or they’re covered for driving other vehicles by their own insurance policy. They’ll need to check their insurance certificate to see if they have this and they may only be covered on a third party basis.

If you’d like to add someone as a named driver call us, please be aware we may have extended waiting times.

If I have breakdown cover on my policy, will I still be recovered if I break down?- Yes, your vehicle will be repaired by the roadside or recovered as normal. The mechanic will follow social distancing guidelines to protect both themselves and you.

Will I still get a courtesy car?
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You will benefit from having the courtesy car for the duration of the repair, if this is included in your policy cover.

However, if your car is uneconomical to repair your claim will be settled as a total loss and your insurer will be in touch with a valuation as soon as they’re able to do so. In this instance you’ll need to return the courtesy car as stated in your policy terms.

Will I have to give the courtesy car back if my repair takes longer than planned?- You will benefit from having the courtesy car for the duration of the repair, if this is included in your policy cover.

However, if your car is uneconomical to repair your claim will be settled as a total loss and your insurer will be in touch with a valuation as soon as they’re able to do so. In this instance you’ll need to return the courtesy car as stated in your policy terms.

Will my claim take longer to be settled and will it take longer to get a pay out?
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We don’t expect so, but things are changing daily, so if anything needs to change you’ll be contacted by your insurer.

I’m in isolation and I can’t pick up/drop off my vehicle for repair?
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Pick up/drop off will be arranged after your isolation period has ended or if you prefer to make alternative arrangements discuss this with your insurer and they will try to accommodate your needs.

Will my medical treatment resulting from my claim still be happening?
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Our suppliers will continue to treat patients if the circumstance falls within government guidelines and is clinically safe and appropriate to do so. However, if you are self-isolating this can be put on hold.

I have been furloughed by my employer, do I need to contact you to update my employment status?
– If you have been furloughed by your employer as a result of COVID-19 you do not need to contact us to update your employment status.

I am an existing customer and I have been made redundant by my employer due to COVID-19, do I need to contact you to update my employment status?
– If you become temporarily unemployed as a result of COVID-19 you do not need to contact us to update your employment status.  If you continue to be unemployed once UK Government restrictions on movement / working have been lifted you will need to update us.

My compulsory basic training (CBT) is due to expire but I can’t retake it as the centres are closed what do I do?
– We have contacted the Driver and Vehicle Standards Agency who have advised this an issue which is under discussion by the Department for Transport (DFT) and they will respond with clear advice as soon as this becomes available. In the meantime, they have advised you follow the current government regulations, so if your CBT has expired you cannot legally ride until you have re-taken it or the Government has provided information to extend current CBTs as they did with MOTs.

Home Insurance FAQs:

If I or a member of my household are diagnosed with COVID-19, am I covered for  a deep clean of our home?-
– No, this would not be covered by your home insurance policy as COVID-19 is not an insured event.

I have been quarantined, or am unable to travel from abroad and therefore my home may be left unoccupied for over the maximum limit on my policy. Will I be covered?
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We are in unprecedented times, and therefore if you have been unable to return home due to COVID-19 e.g. travel restrictions and cancellations, self isolation, enforced quarantine, we will continue to provide cover. If possible and safe to do so, it is a good idea for a family member or friend who is not in a vulnerable category to periodically check on your unoccupied home to ensure it is safe and secure and if possible turn off the water supply.

What if I am taken to hospital as a result of COVID-19 and my house is left empty for over the maximum limit on my policy, will my home still be covered?
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We are in unprecedented times, and therefore if you have been unable to return home from hospital due to COVID-19, we will continue to provide cover. If possible and safe to do so, it is a good idea for a family member or friend who is not in a vulnerable category to periodically check on your unoccupied home to ensure it is safe and secure and if possible turn off the water supply.

I am self-isolating and my home has suffered damage and is now uninhabitable. Am I covered for alternative accommodation?
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Yes, if your home is uninhabitable due to loss or damage covered under your policy you are covered for alternative accommodation.

If my home becomes infected by coronavirus, am I covered for any alternative accommodation?
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No this would not be covered under your home insurance policy. Alternative accommodation is provided when your home has been affected by an insured event such as fire or flood and cannot be lived in. COVID-19 is not an insured event that would make your home uninhabitable.

I have a claim and am waiting for a supplier visit, what would happen if I or a member of my household were suspected to have or were diagnosed with COVID-19 and what precautions will the supplier take?
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Your specific circumstances will be taken into account and the insurer will explain precautions etc. when you speak to them.  If you have developed symptoms since notifying of your claim please contact the insurer to make them aware.

I have been furloughed by my employer, do I need to contact you to update my employment status?
– If you have been furloughed by your employer as a result of Covid-19 you do not need to contact us to update your employment status.

I am an existing customer and I have been made redundant by my employer due to Covid-19, do I need to contact you to update my employment status?
– If you become temporarily unemployed as a result of Covid-19 you do not need to contact us to update your employment status.  If you continue to be unemployed once UK Government restrictions on movement / working have been lifted you will need to update us.