Coronavirus (COVID-19) Help and support (updated on 25th March 2020)

Frequently
asked questions

Frequently
asked questions

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Frequently asked questions

Got a question about Supersure motorhome insurance? The FAQs below could help you. If not feel free to get in touch with us.

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In addition to the Swift Command Tracker and Tracker Retrieve systems that Swift have fitted to their motorhomes since 2013, we will accept any Thatcham Category 5, 6, S5 or S7 approved tracking device. Please note your tracking device must be fully operational and have an active subscription to qualify for the discount. To check if your tracking device is Thatcham approved please use this link and search by “Product manufacturer”.

As a result of the current Coronavirus (COVID-19) pandemic, we’re operating with fewer staff than normal and ask you to kindly bear with us during this time. In particular, you may find that our call waiting times are longer than usual.

Queries – You may find an answer in our FAQs section, which we are continually updating. If you’re able to wait, we’d be grateful if you could email us rather than calling during this time – you can email us at 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 when our phone lines are less busy.

Quotes  – 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. You would normally need to review the value of your motorhome each year but in light of the current situation we will honour up to a 10% increase on your sums insured limit should you need to make a claim in the next policy year, so there is no need to contact us if that is the only change to your policy. However, if you need to make any changes to your policy please do call us.

Changes – If you need to contact us urgently to make a change to your policy, please do call us. If you’re able to wait, we’d be grateful if you could email us rather than calling during this time – you can email us at 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 when our phone lines are less busy.

Registering a claim – If there has been an incident and you require urgent advice, please call us on 0161 951 6911.

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.

We would not recommend you cancel your policy, even if you’ve had to change your plans. Supersure insurance protects you against other risks, such as theft, fire, storm and flood – you still need cover in place in case the worst happens.

Please make sure you continue to use any security devices during this time, keeping the battery charged so that any alarm or tracking device are fully working.

If you choose to SORN your motorhome (statutory off-road notification) and keep it off the public highway, your insurance cover will not be affected.

As a result of the current Coronavirus (COVID-19) pandemic, we’re operating with fewer staff than normal and ask you to kindly bear with us during this time. In particular you may find that our call waiting times are longer than usual.

We’re following Government advice around the evolving situation, but in the event of our contact centre closing we are still able to take a limited number of calls and respond to emails.

You would normally need to review the value of your motorhome at renewal each year. However, in light of the ongoing Coronavirus (COVID-19) pandemic we will honour up to a 10% increase on your sums insured limit should you need to make a claim in the next policy year, so there is no need to contact us if that is the only change to your policy. This currently applies to any policies that are renewed on or after 19th March 2020.

Please check your schedule to make sure all other details are correct.  If you don’t need to make any changes and are happy to pay for your annual premium, please renew your policy online here. However,  if there are any other changes in your circumstances, or if you wish to add, remove or discuss any policy options, please call us. However, please note that we’re operating with fewer staff than normal and ask you to kindly bear with us during this time.

If you choose to SORN your motorhome (statutory off-road notification) and keep it off the public highway, your insurance cover will not be affected.

We would not recommend you cancel your policy, even if you do this. Your insurance protects you against other risks, such as theft, fire, storm and flood – you still need cover in place in case the worst happens.

Yes, your policy is still valid and cover will remain in force. Please note that we’re operating with fewer staff than normal though and ask you to kindly bear with us during this time. In particular you may find that our call waiting times are longer than usual.

Registering a claim:
Please call our claims helpline on 0161 951 6911.

Breakdown assistance or accident recovery:
In the event of an accident or breakdown, please call 01737 334 025 (within the UK), or 0044 1737 334 025 (within Europe).

If you have any problems or questions about the claims process, please contact the Supersure Claims Liaison team on 01422 396 814 or by emailing claims@supersureinsurance.co.uk.

In case there are any unavoidable delays in arranging someone to assess any damage during this time, it’s important you try to secure your property so it is watertight and safe from break-ins. Providing you are covered for the claim, you will be reimbursed for any reasonable emergency repair costs.

If you’re unable to take your motorhome for its MOT as a result of Coronavirus (COVID-19), your insurance policy will not be invalidated. However, if you keep your motorhome on the road, you will need to contact your local authority once its MOT is overdue.

You’re not allowed to use a motorhome on a public highway without a MOT. Remember when you come out of isolation to pre-book your MOT before driving your vehicle. Once pre-booked you will be permitted to drive your motorhome to the MOT centre.

We advise our customers to be more security conscious during this period:

Make sure the security you’ve told us you have is fitted and working. This includes making sure any electronic security devices such as alarms and tracking devices are kept powered and that any tracking device subscriptions are renewed. If your motorhome is in storage, speak to the site manager about any extra precautions they will be taking to secure vehicles. Also ask if you’ll still have access to check on your motorhome. Consider extra security to protect your motorhome. Unfortunately, thieves will generally target the easier option so extra security such as a steering wheel lock could make a difference. See more motorhome security tips on our blog.

You must tell us if you change your motorhome storage location. Failure to do so could invalidate your insurance cover.

If as a result of Coronavirus (COVID-19), you choose to self-isolate in your motorhome or campervan your policy will not be invalidated but we recommend you follow the current Government advice and think about your safety and the protection of others, as well as accessibility to health services. The Government has advised again non-essential travel and urged people to remain in their primary residence.

Our breakdown provider is still operating with skeleton staff but is able to service breakdowns abroad whilst taking extra precautions for their recovery agents. Delays are expected so please be patient and be aware that many call operators are working from home.

We strongly recommend everyone follows the UK Government advice if a “lockdown” is enforced for the country’s safety and protection. The Government has already advised people to remain in their primary residence and avoid travelling unless it is essential.

Your motorhome insurance policy will still cover you for any perils listed, such as theft, flooding and storm damage.

Check your campsite website or contact them directly. Also, please continue to follow the UK Government advice about essential travel and social distancing.

During the coronavirus pandemic, people should avoid travelling unless it is essential. This means you should avoid visiting campsites. Find out more here.

As of March 16th, only essential travel is recommended by the UK Government. Essential travel does not include visits to campsites, caravan parks or similar, for holidays.

If you’re showing any signs of illness do not travel. Consider your safety and the protection of others, as well as accessibility to health services and follow Government advice about social distancing.

The Foreign and Commonwealth Office (FCO) is currently advising against non-essential foreign travel and gives information on what to do if you’re currently abroad. FCO travel advice basically advising against non-essential foreign travel and info about what to do if you’re in a certain country. E.g. The availability of transport from France to the UK is subject to change. Cross-Channel train and ferry services continue to operate but with reduced service. The availability of transport may reduce further.

We advise British travellers who are currently in France and who wish to return to the UK to make travel plans to do so as soon as possible.

Travellers wishing to return should contact their travel operator, checking the website of their ferry companies for further advice.

Our breakdown provider is still operating with skeleton staff but is able to service breakdowns abroad whilst taking extra precautions for their recovery agents. Delays are expected so please be patient and be aware that many call operators are working from home.

You can extend your European cover if you’re stranded on the continent. Contact us using our website LiveChat service, by emailing info@supersureinsurance.co.uk or, if urgent, by calling us.

We offer a range of ways to pay for your motorhome insurance policy.

Credit / Debit Card
Paying by Credit or Debit card couldn’t be easier. Simply call us for a quote, and when you choose to take out the policy we’ll take your details over the phone and process the payment for you.

Monthly Direct Debit
Many of our clients use Premium Credit’s financing to spread their premium using monthly direct debit. Premium Credit’s financing solution is easy to manage online at www.mypremiumcredit.com

My Premium Credit gives secure 24/7 access to your account. You’ll be able to keep tabs on your direct debit payments, view correspondence, sign your credit agreement, settle missing payments by card and make changes to your personal or banking details online.

If you would like to set up a direct debit call us on 01422 397794, weekdays 8am – 8pm and weekends 9am – 4pm.

Please note a charge for credit applies, written quotations available. Credit availability is subject to status.

Renew online

If you don’t need to make any changes to your policy and are happy to pay for your annual premium, you can renew your policy online here.

We can insure all motorhomes produced or sold by Swift Group up to the age of 30 years. This includes models made under the Bessacarr, Escape, Ace or Autocruise name.

You can pay for your Supersure motorhome insurance policy in full using a debit or credit card. You can also pay by direct debit or bank transfer.

Many Swift motorhomes have been supplied with reversing cameras or sensors. And of course the 2019 Swift Kontiki has the Swift Vision 360 system. We offer a great discount for this.

Pretty much all Swift motorhomes over the last 20 years have been supplied with an engine immobiliser. If you don’t have an active tracking device or alarm system you can still get a discount for the immobiliser.

See www.supersureinsurance.co.uk/motorhome for more details.

Absolutely, we offer a sizeable discount for this device. See the discounts we offer on our main motorhome insurance page. Please note you will need to make sure your device is registered and you have an active Swift Command tracking subscription to take advantage of this discount.

You should have been given a voucher when buying your Swift motorhome. That voucher should include the telephone number to call or web address to visit to take advantage of the offer.  If you’ve lost that voucher please ask your dealer for another.

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