Coronavirus (COVID-19) Help & FAQs

While COVID-19 presents new challenges for us all, our commitment to providing our customers with a high level of service remains the same.

Whilst the situation is constantly evolving we have made plans to ensure that we can continue to support your insurance needs.

The following are some key points regarding how we can help minimise the impact on you.

Our offices are now closed and our staff are working from home to ensure that we can continue to answer your calls and service your policies. Please can we ask for your patience in dealing with your query as despite our best efforts it is likely to make handling your query more difficult – in particular, call waiting times may be longer.

There are lots of things we can do to help if you’re struggling to make your payments. We may be able to offer a payment holiday and can also look at reducing your cover if your needs have changed or look at other measures we can take to support you.

As much as possible it will be business as usual. You can continue to contact us through the usual channels and numbers found here on our website or in your policy documents.

Insurance FAQs

Please use our FAQ’s below to find the answer to your queries. If your question is not answered here, please email info@shieldtotalinsurance.co.uk (or call us if urgent).

  • Can I still buy insurance?

    Of course.

    You will still be able to buy a new policy from us. You can do this online for most of our products or call us. For Motorhome or Campervan customers you will find that calling us is the best available option at this time, but we are working to bring this online asap. Our processes will allow us to take payment for the policy in a secure way.

  • How can I renew my policy?

    We will continue to process your renewal invite as normal.

    If you are a Touring Caravan, Static Caravan, Trailer Tent, Folding Caravan or Trailer policyholder and wish to renew the policy without making any changes, then please visit our dedicated online renewal centre here.

    Otherwise please use the numbers and details on your renewal invite. Our processes will allow us to take payment for the policy in a secure way.

  • Should I bother insuring my unit if I'm not using it?

    Absolutely.

    Motorhomes require insurance by law so must remain insured unless you declare it off the road with a DVLA Statutory Off Road Notification (SORN).

    But even so, like touring caravans and other leisure vehicles, your pride and joy can still  be impacted by a number of potential hazards such as theft, fire, storm damage, accidental damage, vandalism, theft of contents and equipment. You will also want to keep public liability cover in place.

    We regret that we are currently unable to offer any form of ‘laid up cover’ for vehicles not in use.

  • What if I wish to make a change to my policy?

    If you need to contact us urgently to make a change to your policy, please call us.

    If that isn’t convenient, you can email us at info@shieldtotalinsurance.co.uk. Please include your policy number, name and postcode, along with details of the change you would like to make, so we can get back to you when our phone lines are less busy.

    During this COVID-19 situation, we are happy to reduce our charges for any change by 50%.

  • My unit is in storage and I can't get back to it?

    Don’t worry.

    Our underwriters have agreed that if your unit was in storage prior to March 18th 2020 and due to COVID-19 restrictions you have been unable to return to it, then we will continue to honour cover whilst an effective policy is in place. There is no need to call us.

    The same also applies to any awnings erected before March 18th 2020 that would normally only be covered for 4 days unattended. Again we will continue to honour cover.

  • How do I make a claim at this time?

    All claims procedures are operating as normal.

    If you are unfortunate to suffer any loss, damage, incident or occurrence that is likely to give rise to a claim, it’s important that you report this as soon as possible. In the event of theft or other malicious incident you must give immediate notice of loss to the Police, who usually will provide a report or reference number.

    To enable our friendly claims advisors to process your claim as quickly as possible, please refer to the claims contact details contained within your Evidence of Insurance to confirm the name of your insurer, the policy reference number and details of the level of insurance cover provided.

    If you cannot locate your documents, please refer to the pages relating to the relevant insurance product on this website where you will find detailed claims procedures.

  • I can't get out to MoT my motorhome. Will this invalidate my insurance?

    No.

    One of the emergency measures introduced by the Government is a 6-month extension to current MoT certificates due on or after 30th March 2020. For full details of this, please click here.

  • Do I need to take additional security measures?

    As in any situation where emergency services are stretched, there are always a few individuals looking to capitalise on the situation.

    Without compromising your own safety in any way, it would be a good time to check that all your unit’s security devices and measures are working effectively.

  • I'm going to SORN my motorhome. What do I need?

    If, in the short term, you aren’t planning to use your motorhome, you may wish to apply for SORN (Statutory Off Road Notification). You do not need to notify us.

    However, we highly recommend that you continue to insure your vehicle to provide you with the protection you need for your asset should it be damaged or stolen. Continuous insurance is likely to be a requirement if the motorhome was purchased using finance and will be a requirement if it is kept in a quality storage location.

  • I'm struggling financially and need help

    We know lots of our customers are worried about the impact of COVID-19 on their finances.

    There are lots of things we can do to help if you’re struggling to make your payments. We may be able to offer a payment holiday and can also look at reducing your cover if your needs have changed or look at other measures we can take to support you.

    Please do get in touch, we are here to help.

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