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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”.

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. 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.

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 – 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 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 wouldn’t recommend you cancel your motorhome insurance policy, as it still protects you against risks, such as theft, fire, storm and flood, when your motorhome is laid up.

Legally your motorhome must be insured, even when its laid up, unless it’s declared as SORN (statutory off-road notification). However, if you choose to SORN your motorhome (statutory off-road notification) it’s still important to remain insured so your pride and joy continues to be protected.

Please make sure you continue to use any security devices whilst your motorhome is off the road, keeping the battery charged so that any alarm or tracking device are fully working.

Yes, don’t worry. Our phone lines remain open and we have systems in place to make sure that we can continue to answer your calls and service your policies.

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 and if there are any other changes in your circumstances, or if you wish to add, remove or discuss any policy options, please call us. Rest assured our phone lines remain open and we have systems in place to make sure that we can continue to answer your calls and service your policies.

Renew online – 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 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.

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.

Rest assured our phone lines remain open and we have systems in place to make sure that we can continue to answer your calls and service your policies.

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.

Please take note of our winter weather precautions from November 1st to March 15th.

Winter weather precautions – If you are not using your campervan or motorhome between Nov 1st and March 15, you must fully drain down all your water and internal sanitary systems. Damage caused by water freezing in fixed water or heating systems or by escape of water from these systems is not covered by your insurance policy between Nov 1st and March 15th unless you’ve drained down your leisure vehicle when it’s not in use.

It is against the law to drive your vehicle without a valid MOT and we recommend you seek guidance from the DVLA if you unable to attend the test due to extenuating circumstances relating to Covid-19.

If an accident occurs and you fail to prove your vehicle has a valid MOT, then your claim could be declined and you may be liable for any costs as a result.

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.

Check if there are lockdown restrictions in the area you are visiting.

We strongly recommend everyone follows the UK Government advice if a local lockdown is enforced and avoid travelling to those areas if restrictions are in place.

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

Check with the campsite directly or via their website. We strongly recommend everyone follows the UK Government advice if a local lockdown is enforced and avoid travelling to those areas if restrictions are in place.

Check with the campsite directly or via their website. We strongly recommend everyone follows the UK Government advice if a local lockdown is enforced and avoid travelling to those areas if restrictions are in place.

If you’re showing any Coronavirus symptoms 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.

If you’re travelling abroad, you should check the latest FCO travel advice. Travel advice includes information on any health measures in place for visitors to the country or territory. These can include a requirement to self-isolate, quarantine, or undergo testing for COVID-19, or even restrictions on entry.

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.

Yes. You’d normally receive your renewal invitation around four weeks before your current policy ends. To make sure we’re able to continue your insurance cover throughout the ongoing Coronavirus (COVID-19) pandemic, you may receive this earlier than usual.

Rest assured our phone lines remain open and we have systems in place to make sure that we can continue to answer your calls and service your policies.

If we have an email address for you, we will send your renewal documents by email. You would normally need to review the value of your caravan 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. Please check your schedule to make sure all other details are correct.

Happy to renew without making any changes?
If you pay by monthly Direct Debit, your policy will continue automatically unless you tell us otherwise.

If you’d prefer to pay your annual premium in full, please make sure we receive your payment before your current policy expires. If you don’t need to make any changes and are happy to pay for your annual premium, you can renew your policy online here.

Need to make changes to your policy?
If there are any changes in your circumstances, or if you wish to add, remove or discuss any policy options, please do call us on 01422 397794.

If you need to make changes to your policy urgently and are having trouble getting through to us, please use our website to get a quote for a new policy which begins when your current policy expires. Our website takes secure card payments and this will make sure your cover continues.

Please don’t worry, there are a few things we may be able to do to help. Please call us on 01422 397 794 to speak to one of our friendly advisers about how we might be able to reduce your premium by changing your cover slightly.

If you would prefer to spread the cost of your insurance, you can also choose to pay by monthly Direct Debit, rather than paying for your annual premium in full.

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 your motorhome for a while. Accidental damage when motorhomes 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.

If you bought your motorhome on finance, you are also likely to need insurance as a condition of any credit agreement.

To make sure we can continue to insure our customers during the ongoing Coronavirus (COVID-19) pandemic, we’ve had to make some small changes to your insurance renewal documents. In most cases, you will receive your renewal invitation in full by email, and only a single page notice via post.

If you have any questions about your renewal or would like us to send you a full document pack via post, you can still call us on 01422 397 794 (8am-8pm weekdays, 9am-4pm weekends).

Yes, during the ongoing Coronavirus (COVID-19) pandemic, you may use your motorhome 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 motorhome insurance policy. If you have moved your motorhome 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.

Unless you’ve sold your motorhome, 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 motorhome.

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

If you are just using your motorhome to travel to the hospital where you are volunteering you don’t need to tell us about this. However, if you are transporting any medical supplies or equipment, visiting people or carrying passengers, you would need to discuss this with us first. You can call us on 01422 397 794.

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.

Yes, you are able to lend your motorhome 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.

We appreciate that the Government enforced lockdown as a result of Coronavirus (COVID-19) means you may not have been able to put your motorhome or campervan 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 motorhome or campervan isn’t at the storage location stated on your policy documents. You can call us on 01422 397 794.

If you need to move your caravan or motorhome because of local lockdown restrictions then you MUST let us know so we can check that we’re 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.

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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