Rias Insurance

Coronavirus (COVID-19)

We have implemented our long established and robust resilience plans to make sure we protect our employees and continue to help our customers when they need us.

We aim to ensure we continue to deliver a high level of service for our customers in their time of need. Whether you have a claim related to your home, car or travel insurance, or you're helping your local community or are an NHS worker, we're doing all we can to support you.

Mint car

Car insurance

Blue armchair

Home insurance

Summer travel objects

Travel insurance

How we're helping customers

For your peace of mind, here are some of the options we can offer you if you're a Rias customer and are being impacted by Coronavirus (COVID-19).

  • We can review cancellation and other fees if you're facing financial challenges.
  • We can arrange different payment plans if you're unable to meet your insurance repayments.
  • If you have to do office work at home, we are covering you under your home insurance policy. You don't need to ring us because we will do this automatically.
  • If you cannot work from home and so have to travel to work, your car insurance will continue to cover commuting during the period of the Coronavirus.
  • If you are helping your community by volunteering to deliver food or medicines you do not need to extend your cover. We've got you covered.
  • If you're a key worker and need to travel to different locations, don’t worry we will automatically cover this with your existing car insurance with us.

You don’t need to call. Government guidance is changing daily, and we continue to monitor the situation. We will adapt the support we provide as needed and continue to update this page. If you need our help or have any concerns, please contact us.

Frequently asked questions

What are your customer services' opening hours?

Customers who purchased their insurance directly with Rias can manage their account online. If you'd like to speak to someone about your policy, our teams are available between 8.30am and 6.00pm Monday to Friday, and 9.00am to 1.00pm on Saturday.

Details of how to get in touch are available on our contact us page.

What are your claims teams' opening hours?

If you need to record a claim, you can do so online, 24/7, by following the relevant link below:

Make a claim

If you bought your car insurance with Rias, you can also call our car insurance claims team 24/7 to report a new claim. 

However, we've had to change when you can speak to our household claims team. You can report a household claim over the phone Monday to Friday 8.30am -11pm or Saturday and Sunday 8.30am - 5pm, with our overnight teams available for emergencies 11pm - 7am. To discuss an existing claim, our team is available Mon-Friday 8.30am - 5pm. 

How do I make a claim online?

Customers needing to register a claim can do so using the following page:

Make a claim

Can I still report a claim?

Yes. We're busy helping customers every day.

To support the effort to tackle this pandemic, we’re prioritising key workers’ car insurance claims to make sure they are able to continue their vital work. 

For home insurance claims, our suppliers are working within government guidelines, and where it is safe to do so, are making sure customer’s homes are back to normal as promptly as possible.

Current government restrictions mean that, across all claims, some activity might be limited or that some things take longer than usual. Our teams will advise you on whether this will affect your claim and how we can help limit any inconvenience as your claim progresses.

Are you still settling claims?

Yes. We're working hard to settle customer claims as quickly as possible, but our team are operating and working a little differently to how they were prior to the Coronavirus outbreak.

If you have an existing claim, it is possible that your claim may take longer than usual as our network of approved repairers have adapted their working processes to ensure the safety of customers, and their own teams.

We are also prioritising key workers, and urgent and emergency claims. 

We're grateful for the cooperation and consideration our customers have shown while our teams have been adapting to the changing situation. We will continue to minimise the impact to our customers during these challenging times.

Are there people at your offices to pick up the phone to help customers?

Our primary concern is the safety of our employees and their loved ones. To ensure that they stay well and can continue to provide an essential service to our customers we have taken a number of steps to minimise the number of people at our offices.

We have invested in additional equipment and systems so that over 80% of our team are able to work from home. 

There are some services we’re not yet able to deliver through home working and, to maintain that service, we are asking fewer than 100 employees to come into the office. To keep them safe, we’re enforcing guidelines, including ensuring no one sits within two metres of anyone else, deep cleaning regularly and encouraging people to talk to us about any worries so we can help.

Are you taking any safety precautions when putting right homes and cars?

Yes. We have worked with our suppliers to ensure the relevant guidance on preventing the spread of Coronavirus is followed. 

This does mean that some repairs will take longer, because fewer people are able to work at the same location or because additional time is required as some tasks have to be done in a new way. 

As the guidance is updated, we will continue to adapt how we work to ensure our customers, team and suppliers are safe.

News and guides

From handy hints to the latest updates - stay in the loop with the topics that matter to you.

This page was last updated on 12 November 2020.