Coronavirus (COVID-19) - Help and support

Do I need a Green Card if towing in Europe after Brexit?

Should you be planning a trip to an EU country (including Norway, Iceland, Switzerland, Serbia, Andorra or Liechtenstein), you will need new documentation from your tow vehicle insurer.

Now the UK has left the EU, motorists from the UK will need to carry a Green Card to tow their caravan or trailer in the EU from January 2021.

Please also check your passport is valid for travel.

To request a Green Card for 2021 travel, you must contact your tow vehicle insurance provider.

In general, you will not need an International Driving Permit (IDP) when driving in most EU countries for up to 90 days, but you must carry your driving licence photo card with you. There are some exceptions where an IDP might be needed:

  • If you only have a paper licence (no photo card)
  • If your licence was issued in Gibraltar, Guernsey, Jersey or the Isle of Man

You can also keep up-to-date and request alerts from the Government’s visiting Europe after Brexit website: www.gov.uk/visit-europe-brexit.

How soon can I get my caravan repaired?

We’re aware of significant delays with garage and repair centres to carry out estimates for repairs and the availability of bookings. There are also significant delays with the availability of parts from UK and European manufacturers, which is beyond our control and will unfortunately lead to delays in the settlement of some insurance claims. The Supersure Insurance Claims Liaison team will be on hand to help where possible to keep your claim moving and offer any help.

Contacting us during the Coronavirus (COVID-19) pandemic

To help keep our colleagues and the wider community safe, some of our staff are working from home. Our offices are Covid Secure and our contact centre is fully operational and open as usual so we can continue to answer your call and service your policy. There are also other ways we can help online:

Quotes  – We’re ready to take your call, but our website can be used to get a new insurance quote and set up a policy. You can of course still call us if you have any questions not answered on the help text during the quote or FAQs.

Renewals – If you don’t need to make any changes and are happy to pay for your annual premium, please renew your policy online here. If you pay by monthly Direct Debit, your policy will continue automatically unless you tell us otherwise. In light of the ongoing coronavirus pandemic we will honour a 10% increase on your sum insured limit. You should still review the value of your caravan but if it is still within 10% of the amount shown on your schedule, there is no need to contact us to increase your sum insured this year. However, if you need to make any changes to your policy please do call us.

Queries – You may find an answer in our FAQs section, which we are continually updating. If your question isn’t listed then please email info@supersureinsurance.co.uk (or call if urgent).

Changes – If you need to contact us to make a change to your policy, please do call us or email info@supersureinsurance.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.

Payments – If you’re worried about your insurance payments then please call us on 01422 397 794 to speak to one of our friendly advisers about how we might be able to help during this difficult time.  This could include reducing your premium by changing your cover slightly.

Registering a claim – If there has been an incident and you require urgent advice, please call us on 0161 951 6910.

Keeping your property secure – Unfortunately, at a time when much of the nation will be pulling together, there will be certain individuals who will take advantage of the situation and target leisure vehicles to steal. Please consider the security on your leisure vehicle and take appropriate action to protect your property.

How will Coronavirus (COVID-19) affect my claim?

As the underwriters of your policy, RSA will handle your claim and pay any settlement. Whilst delays may be possible during this unprecedented time, we’re doing all we can to help settle claims quickly and fairly.

As always, when you report your claim, you’ll be given a dedicated claim handler and claim reference number.

Sending estimates – You may be asked to send photos and estimates for any repairs. However, we understand that many repair centres are experiencing delays as a result of the pandemic and this may mean it takes you longer to get these estimates. Don’t worry – this won’t affect the settlement you receive.

Settling your claim – We sometimes ask a loss adjuster to visit to assess the damage and make sure any settlement is fair. Loss adjusting visits are taking place but local lockdown restrictions may result in unavoidable delays in arranging someone to assess any damage during this time, or alternative methods of inspection may be carried out.

Contacting us about your claim – Due to the ongoing Coronavirus pandemic, RSA claims handlers are now working from home with revised opening hours. You can contact them on 0161 951 6910 (9am – 5pm weekdays).

My caravan was at home as I was loading to go on holiday but the campsite is now closed. Can I keep my caravan at home?

We appreciate that the Government enforced lockdown as a result of Coronavirus (COVID-19) means you may not have been able to put your caravan in its usual storage location. We will be as flexible as possible to accommodate changes in storage at this time but you must contact us if your caravan isn’t at the storage location stated on your policy documents. You can call us on 01422 397 794.

During the Coronavirus (COVID-19) pandemic, can I lend my caravan to an NHS worker?

Yes, you are able to lend your caravan to a friend or family member but please contact us before doing so. You can call us on 01422 397 794.

We need to make sure that any change in storage location is acceptable and that all security requirements will remain in force. If the NHS worker is not a family or friend we would need to check its use meets our policy conditions.

Will I still be covered if my caravan is in storage and I can’t access it during the Coronavirus (COVID-19) pandemic?

Yes, so long as the storage and security in place is as you told us when you took out your insurance, your policy will still be valid and will protect you against risks such as storm damage, flood, fire, theft and vandalism.

If you need to change the storage location of your caravan or motorhome because of local lockdown restrictions then you MUST let us know to check that we are able to offer cover at your new place of storage. Failure to inform us of a new storage location could invalidate your cover and a theft related claim could be declined.

How can I cancel my policy?

Unless you’ve sold your caravan, we don’t recommend you cancel your policy as a result of Coronavirus (COVID-19), even if you’ve had to change your plans and won’t be using it for a while. Accidental damage when caravans are being used only makes up a small proportion of claims costs. Supersure insurance protects you against other risks, such as storm damage, flood, fire, theft and vandalism – you still need cover in place in case the worst happens. Unfortunately some of these risks can be even higher when you’re not using your caravan.

If you have sold your caravan or still wish to cancel for any other reason, please call us on 01422 397 794.

Can I use my caravan as a home office?

Yes, during the ongoing Coronavirus (COVID-19) pandemic, you may use your caravan for home working or home schooling, so long as it is stored at your home address. We would still expect all security devices to be activated when unoccupied and not to leave valuables, such as laptops unattended. Please note, high value items are not covered as part of your caravan insurance policy. If you have moved your caravan to your home address from a different storage location you must contact us to make sure we can still provide cover at this address. Failure to inform us of a new storage location could invalidate your cover and a theft related claim could be declined.

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