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How ABI members are responding

We have captured here a range of initiatives that our member firms have put in place to respond to COVID-19. These web pages are updated on a regular basis, but for the latest information please visit individual member websites.




Admiral Group plc has launched a broad package of measures to provide support to customers, staff and communities, as well as a £4million Support Fund, predominantly focused on the NHS, charities and support groups in South Wales where Admiral is based.

Ageas Insurance.pngAgeas Insurance has set out a number of options it can offer customers impacted by Covid-19, and is also using AI to create car damage assessments and repair estimates, therefore accelerating the speed at which auto claims are resolved.

AIGAIG has given their life customers free access to a personalised fitness programme with Smart Health, to help make it easier for these customers to keep active whilst working from home.


AvivaAviva has extended cover for customers who are NHS workers, so they can get where they need to be safely. It has also pledged £5million to NHS Charities Together to support the welfare and wellbeing of NHS employees, volunteers and patients, to provide assistance for patients leaving hospital and long-term mental health support for NHS workers. This is in addition to £10million pledged to the British Red Cross.


To contribute to the healthcare effort, AXA has extended coverage and services to healthcare professionals in several countries and leveraged its own medical networks and teleconsulting services. It also supports intensive care units through a partnership with the 101 Fund, a network of 1,200 intensive care centres in more than 60 countries.

AXA has mobilized an additional Euro 5 million through the AXA Research Fund for the development of responses to infectious diseases and Covid-19 and donated £1 million to British charity, Business in the Community (BITC), as part of its response to the coronavirus epidemic and support for the charity’s recently formed National Business Response Network.


BupaBUPA has said it will offer rebate to customers facing treatment delays, has expanded its services to include telephone and video consultations, developed customer resources – such as health articles and a webinar series – and engaged with local and national community partners through The Bupa Health Foundation and through volunteering and fundraising to support its work.

canada-life.jpgCanada Life is providing WeCare, a 24/7 online GP and mental health support service to 9,000+ SME customers, giving employees video access to UK-based doctors during lockdown. As well as contributing to the Covid-19 Support Fund, Canada Life has also kept phone lines open throughout the crisis, proactively offered premium holidays to customers and waived all fees when switching to monthly payments, helping make payments more manageable.


CentricaCentrica and British Gas are working with The Trussell Trust by encouraging employees to volunteer with a local food bank. The Trussell Trust supports a network of more than 1,200 food bank centres across the UK, many of which have had to change the way they operate in light of Covid-19. With over 1,350 employee volunteers involved, British Gas expects to have delivered 4 million meals by July 2020 to those in need.

Centrica has donated £1m to Carers UK to fund extended opening hours for their carers helpline so that these people can access support during the crisis. It has also partnered with Stroke Association to offer volunteers to call Stroke survivors who are isolated during the pandemic for a general chat once a week for 12 weeks. 

ChubbChubb is supporting pandemic relief efforts globally through The Chubb Charitable Foundation, which commits $10million to help those most impacted by the Covid-19 global crisis.

As well as providing a range of assistance for their customers and brokers, Covéa Insurance has launched a £100,000 charity initiative. To recognise the heroic efforts of those carrying out vital work in local communities during the pandemic, Covéa Insurance invited their employees to nominate charities of their choice that they feel passionate about supporting to receive a share of £100,000.  Over 100 charities covering causes from health, domestic abuse and poverty, through to equality, mental health and animal welfare have each benefitted from this initiative.

Direct Line GroupDirect Line Group is prioritising urgent claims and support for vulnerable customers and NHS workers, and has established a £3.5million Community Fund to support local and national charities. It has committed approximately £75million overall to initiatives developed in response to Covid-19.

EcclesiasticalEcclesiastical has added some temporary cover enhancements – particularly in regard to properties that have had to be closed – to support its customers during the Covid-19 outbreak. These enhancements require no additional premiums and apply automatically.

Hastings DirectHastings Direct has launched a £100,000 Covid-19 community grant scheme in its Bexhill and Leicester office areas. It has also donated £10,000 to support two local charities – Dom's Food Mission in the Hastings and Bexhill area and Open Hands, Leicester – and made a further £90,000 available for any other local charities helping to support its communities.


Hiscox logoHiscox has introduced a number of measures – from automatic cover extensions on some policies, waiving 30 day cancellation period for commercial insurance policyholders, premium refunds for some event insurance customers, an additional 30 days of cover for travel insurance customers that may be unable to end their trip as originally planned, and a range of financial concessions, including hibernation cover – to help customers through this difficult time.

Hiscox has also pledged over $7 million so far to support the global response to COVID-19, which includes its contribution to the ABI’s COVID-19 Support Fund. These donations have gone towards supporting its existing charity partners and specific vulnerable groups affected by the crisis, and improving access to SME services at a time when they are most needed through partnerships with Swoop, which improves small business access to funding, and Business in the Community.


Just Group has donated to the Covid-19 Support Fund in order to help some of the people hardest hit by this crisis. Just Group is also helping those customers that have been most impacted. The closure of the property market introduced a major challenge for some customers who couldn’t sell properties. For specific customer groups Just Group reduced the mortgage interest rate until the market reopened. Just Group calculated this would be worth hundreds of pounds on average for each customer.


Lloyds BankLloyds Banking Group has announced a range of measures to offer more practical support to its most vulnerable customers, and has received praise for its Contact Centre operation in Newport, which has sent 80 million emails and letters and 15 million text messages to customers facing difficulties during the pandemic.

LV= is making £30 million available to its car and motorbike insurance customers through its Green Heart Support to help those who are experiencing financial difficulties as a result of Covid-19LV



M&GM&G is one of the founding partners of the National Emergencies Trust and is channelling much of its support through its Coronavirus Appeal, as well as match-funding colleagues’ charitable donations. It has also donated to the International Federation of Red Cross and Red Crescent Societies Covid-19 appeal to aid its international communities. 

MetlifeMetLife has provided grant funding to Brighton Food Bank as part of a wider commitment by MetLife Foundation, which has committed $25million to support communities across the globe impacted by Covid-19.

NFU MutualNFU Mutual’s £32million Coronavirus Support Package includes additional insurance cover, a faster claims service, and an extra £1.8m of charitable donations to help customers and communities through the pandemic. The rural insurer has also launched a free coronavirus health and safety service for its business customers, has given private car and light goods vehicle customers complimentary RAC “At Home” and “National Recovery” breakdown cover until 31st August, and is providing payment holidays to those in financial distress.

NHBCNHBC has launched a series of daily, virtual training webinars to help support the house-building industry sector during the Covid-19 outbreak. These are free to all NHBC customers and their supply chain and cover a wide spectrum of topics.

Phoenix GroupPhoenix Group has donated £1million to be split between, Age UK and charities supporting the communities local to its offices across the UK and Europe. Recognising the critical role the Air Ambulances play in the NHS, it has also extended its support for its four existing Air Ambulance Charity partners across the UK.

QBEQBE has provided a £400,000 donation to support Covid-19 relief across its European territories, including a grant of £50,000 to the British Red Cross to support their work with the National Health Service (NHS), the vulnerable, elderly, refugees and asylum seekers.

Quilter has donated to the National Emergencies Trust and is supporting the charity MyBnk, which has made its award-winning financial education programme available free online for parents and children during this pandemic.

Quilter works with a wide network of financial adviser firms across the UK and internationally. To support these businesses it has launched a version of Thrive, providing mental health and wellbeing support to financial advisers and their staff.

Royal London GroupRoyal London has donated £400,000 to the National Emergencies Trust and made additional donations to its six local charity partners and Silver Line, its volunteer partner who offers befriending services to older people.

For customers that need it, Royal London implemented an additional Payment Holiday to pause premium payments for upto 6 months and for employees, they committed not to furlough anyone, also helping to maintain a full customer service.

Standard Life AberdeenStandard Life Aberdeen has donated £500,000 for its communities most in need across its global operations to: support emergency/crisis supplies, support the most disadvantaged over the coming months – for example, through the provision of food banks and shelter – and to support elderly and vulnerable people who live alone or are isolated.

 As well as ensuring customers have been able to speak directly to claims handlers from the very start of lockdown, The Insurance Emporium also provides the Medical Detection Dogs charity with insurance cover for their amazing sniffer dogs. These dogs are trained to be able to detect cancers and other diseases, while also working as Medical Alert Assistance Dogs for people with life-threatening conditions. Experts from the charity are now working with the London School of Hygiene and Tropical Medicine and Durham University to train the dogs to detect Covid-19.

VitalityVitalityHealth is offering access to their GP telephone advice line to all members, as well as a Covid-19 cashback benefit of £250 per day for all customers hospitalised during the outbreak, increasing to £500 per day after the eighth day of hospitalisation, up to a maximum of £5000.

Zurich Insurance UKZurich has waived non-occupancy requirements for commercial property customers and provided a three-month extension to small charity customers. It is also supporting communities through the Zurich Community Trust, by donating over 300,000 masks to the NHS and by launching a Safer Schools App for Zurich Municipal school customers.