“Firstly we would like to express our best wishes to you, your family and your staff at this time. We sincerely hope you are all keeping safe and well.
Further to our communication on the 18th of March, please read below some important information about additional measures we are taking to support you and your customers through these unprecedented times.”
“Claims Management and Service Providers:
- Our Claims team remains fully operational.
- We have adapted our processes to allow us to work remotely and settle claims using images or video evidence.
- Roadside Assistance and Home Emergency Repair remains available 24/7. All claims settlements will be delivered promptly via electronic fund transfer.
Premium Payment Flexibility:
We are prepared to be flexible in relation to premium payment and have established a number of procedures to facilitate this. Please contact the Broker Support Team for assistance if required.
Product and Coverage: Additional supportive measures for customers, applicable for the duration of Government restrictions during COVID-19.
Personal Lines:
- All policy cancellations will be processed on a pro-rata basis. No cancellation fee will be applied.
- Home: Where a Rental Property becomes unoccupied, Holiday Home coverage can be availed of and applied at no additional cost. Please contact the Broker Support Team by email to make these changes”
- “Private Motor: We will extend Social, Domestic and Pleasure (SDP) use under standard private motor policies to cover insured drivers; to attend or bring a family member/friend to a hospital or dialysis unit for dialysis treatment on behalf of the HSE. The provision of this cover under standard SDP is subject to the following criteria:
- The insured driver is a volunteer driver not earning any form of salary for this activity.
- And the reimbursement offered by HSE is solely for expenses i.e. allowances per kilometre.
- Commercial Vehicle: Social, Domestic and Pleasure (SDP) is included as standard on all Liberty Commercial Vehicle policies. For as long as Government restrictions are in force, we are happy to allow SDP only on both New Business and Renewals where the policyholder is out of work or has had to temporarily close their business for the duration.
Taxi: Additional suspension option is available during this time. Drivers will be able to suspend Public Service Vehicle (PSV) use and keep the policy active for SDP purposes only. Cover must be reduced to SDP only for a minimum of fourteen days to be eligible for a rebate. The rebate will be calculated after cover for PSV has been reapplied. Please contact our Broker Support Team for assistance.”
(at 17/03/20)
COVID-19
At Liberty Insurance, the health and safety of our employees and business partners is always a priority and as the situation with COVID-19 continues to evolve both locally and globally, we should all act responsibly and take appropriate precautions.
We would like to assure you that we have Business Continuity plans in place and are committed to maintaining full support services over the coming days and weeks. As you are aware, we have taken the decision to cancel all face to face broker meetings for the foreseeable future. The majority of our staff are working remotely and are available to you via phone or email as normal.
In addition to the above, our Broker Support Team remain fully operational and our Broker Distribution Team are on standby to take any questions you may have. As the situation evolves there will be increased pressure on phone lines and resources. Therefore we would ask that where possible, queries to the Broker Support Team are sent by email. This will also assist us in having all requests documented.
We remain in regular contact with all our vendor partners and can confirm that they are operating as normal, and are committed to helping your customers with their breakdown, home emergency and windscreen needs where reasonably possible.
Operational changes made to support brokers:
We understand your primary concern is that no customer is left without cover. Therefore with immediate effect, we are making the following changes to support you through this unprecedented time.
Personal Lines: We will be allowing a 28 day grace period for all Renewals and Mid-Term Adjustments (MTA’s).
Note: The 28 day hold covered will not apply if the policy has been transferred elsewhere within the 28 day period and evidence of any MTA instruction should be kept on file.
New Business: We will extend the period for which we allow the return of documentation such as NCB’s and copies of Licences from 14 days to 28 days.
Commercial Lines (ex. Motor Fleet): Although the current situation does not impact our decision to exit our Commercial Property, Liability and Development Bonds lines of business from the 1st of April; if there are any renewals due between now and 31st of March where you are unable to contact the customer, we will allow an automatic 28 days hold covered. Any extension beyond this time frame will need to be agreed on an individual risk basis.
Motor Fleet: We will not lapse any policy until we have received definite instructions from you.
We fully anticipate the challenging working climate to evolve even further on a daily basis. Rest assured, we are here to support you and are committed to providing the flexibility required to ensure we work in unison through this difficult period.
