Coronavirus (COVID-19) - Help and support

Frequently
asked questions

Frequently
asked questions

Home > Caravan > FAQs

Frequently asked questions

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

Search our FAQs:

In addition to the Swift Command Tracker and Tracker Retrieve systems that Swift have fitted to their caravans since 2013, we will accept any Thatcham Category 6, 7, S5 or S7 approved tracking device. We also accept the Custodia Systems ApelloGEO and Club Secure System, as well as the Outsmart the Thief Defender. To check if your tracking device is Thatcham approved please use this link and search by “Product manufacturer”. Please note your tracking device must be fully operational and have an active subscription to qualify for our tracking discount.

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.

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 caravan 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.

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 6910.

Emergency recovery:
In the event of an accident or breakdown, please call 01422 501 087 (within the UK), or 0044 1422 501 088 (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.

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 caravan is in storage, speak to the site manager about any extra precautions they will be taking to secure caravans. Also ask if you’ll still have access to check on your caravan. Consider extra security to protect your caravan. Unfortunately, thieves will generally target the easier option so an extra wheel clamp could make a difference.

You must tell us if you change your caravan 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 caravan your policy will not be invalidated but you 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.

Although we recommend you service your caravan annually, as long as it’s maintained in a good, roadworthy condition your caravan insurance will not be affected.

Although we recommend you service your motorhome annually, as long as it’s maintained in a good, roadworthy condition your motorhome insurance will not be affected.

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 caravan 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 caravan 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. However, we might be operating with fewer staff than normal and ask you to kindly bear with us during this difficult time.

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 caravan 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.

If you bought your caravan 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.

This is because our staff are working from home to help keep our colleagues and the wider community safe. Access to printers and other office equipment is limited but please rest assured we have systems in place to make sure we can continue to answer your call and service your policy.

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 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.

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.

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.

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.

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.

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 currently closed as a result of the ongoing Coronavirus (COVID-19) 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. To protect staff and the wider community, such visits are currently on hold, but we’re exploring alternative ways of making claims decisions to make sure any delays are minimised.

 

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 – 3pm weekdays).

To help keep our colleagues and the wider community safe, our staff are working from home during the Coronavirus pandemic. We have systems in place to ensure that we can continue to answer your call and service your policy, just as we would if we were in the office. 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 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. 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.

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.

Over the year’s Swift caravans have been supplied with numerous security and safety features as standard or as optional extras for that added peace of mind. If your caravan has an AL-KO ATC trailer control system, an AL-KO Secure portable axle lock, alarm or even a rear view camera we can offer a discount for this. Also, if your caravan has a Tracker Retrieve tracking device which is still operational and has an active subscription we can offer our tracking discount for this. See the discounts we offer on our main touring caravan insurance page. Note minimum premiums apply.

Absolutely, we offer a sizeable discount for this security device. See the discounts we offer on our main touring caravan insurance page. Please note you will need to make sure your device is registered and that 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 caravan. That voucher should include the telephone number to call or web address to visit to take advantage of the offer.  If you’ve lost your voucher please ask your dealer for another.

We can insure all caravans produced or sold by Swift Group up to the age of 25 years. This includes models made under the Sprite, Basecamp, Sterling, Bessacarr, Abbey and Ace brand names.

Yes as a minimum we would need a wheel clamp and hitchlock to be fitted whenever the caravan was left unattended and detached from your tow car. If your Swift caravan is of high value you may need to fit extra security to meet the conditions of our policy.

From 2016, model ranges were security marked with VIN Chip stickers which contain the 17 digit VIN number. You’ll find a master window label in the nearside front window’s bottom left hand corner. There’s also a label in the gas locker and then most windows should be applied with a tamper proof window lozenge.

1992 to 2015 Swift caravans carry a 17 digit CRiS number etched onto windows as well as a VIN or chassis number on the A frame or by the door. CRiS numbers begin with ‘SG’.

To be covered on a new for old basis you’ll need to insure your caravan at what it would cost to replace with the nearest equivalent new Swift model. Then if your caravan was deemed a write-off after an accident or was stolen and not recovered, our policy will replace it with a brand new Swift. The alternative cover basis is market value.

Market value cover means insuring your caravan for its current value. Then, if unfortunately your caravan is stolen or damaged beyond economic repair, we’ll replace it with a Swift model of equal value or pay you a cash sum equivalent to your caravan’s current market value. The alternative cover basis is new for old.

Items you take from home on your caravan holidays. This includes clothing, towels or bed sheets etc. Please note your household insurance policy may cover these items when removed from your home already so its worth checking before paying for duplicate cover on our policy.

Personal possessions worth more than £300 and high risk items such as jewellery and tablets cannot be covered on this policy.

These are items you’ve bought specifically to use when caravanning. Items such as awnings, aquarolls, tent pegs, crockery and cutlery, televisions, BBQs, water carriers, security devices and motor movers are classed as equipment. Make sure you consider the value of all your equipment carefully so that you’re fully covered in the event of a claim.

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

Get a quote for

Close ×

Retrieve a quote for

Close ×