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We understand in these unprecedented times you may have some concerns about how the Coronavirus may impact your future travel plans.
AIG, our Travel Insurance provider, is closely monitoring the situation and has created some frequently asked questions to help you.
To find the latest guidance and advice on foreign travel, please visit the Foreign and Commonwealth Office (FCO) website.
As of 11 March 2020, the World Health Organization (WHO) declared coronavirus (COVID-19) a pandemic. As of that date, COVID-19 is considered a foreseen event. Because of that, certain cover on your travel insurance policy will not apply.
Specifically, any losses for trips booked after 11 March 2020 relating to trip cancellation, trip interruption and/or trip delay caused by coronavirus (COVID-19) is not considered ’Unforeseen’. That means it won’t be covered under the terms and conditions of your travel insurance policy.
Coronavirus related claims will be considered for any element of travel booked on or before 11 March 2020, subject to the policy conditions and Foreign and Commonwealth Office guidance. Any element of your trip booked after this date will not qualify for coronavirus (COVID-19) related claims.
If you have booked to travel and now need to cancel as a result please speak to your ATOL-protected tour operator, your cruise provider, airline or accommodation provider in the first instance. In many cases, you will be able to re-arrange or get a full refund on your trip.
In the first instance please approach ATOL protected tour operator or travel provider as they may be able to change your booking if you cannot return home on the original date scheduled. Unfortunately, your travel insurance policy does not cover trip rearrangement.
However, if you are seriously unwell with the Coronavirus or any other illness, as per the terms and conditions, your policy provides cover for medical expenses and trip curtailment. We will ask for proof of illness from a medical practitioner. Each claim will be considered based on its individual facts and circumstances surrounding the events.
Further advice can be found at the FCO website.
The trip cancellation section of your insurance policy lists covered reasons for cancelling your trip. If the reason for cancelling your trip is because the FCO is advising against all but essential travel to your destination, cancellation cover will be in place only for trips booked before the FCO advice was issued.
If you believe you’re covered and you cancel your trip, please file a claim. Where eligible, AIG will cover non-refundable costs incurred providing that you haven’t been able to change your booking or get compensation from your tour operator, accommodation provider, airline, travel agent, or other provider.
It’s important to remember that each claim will be considered based on its individual facts and circumstances surrounding the events.
AIG will cover the cost of cancellations provided that the FCO advised against all but essential travel after you booked your trip. Where eligible, AIG will cover non-refundable costs you incur if you are unable to either change your booking or get a refund from your tour operator, accommodation provider, airline, travel agent or other travel provider.
In the first instance please approach your ATOL protected tour operator or travel provider as they may be able to change your booking or arrange a refund.
If you are considering cancelling your trip you are encouraged to file a claim. Unfortunately if you have booked a trip after the 11 March or the date the FCO advised against all but essential travel to your destination, then your claim will not be covered, if it is related to the Coronavirus.
Each claim will be considered based on its individual facts and circumstances surrounding the events.
The FCO is currently advising against all but essential worldwide travel indefinitely. That means your travel insurance will cover any trip cancellation costs where you’re unable to get compensation from your travel operator. AIG are reviewing any cancellation claims where a trip is scheduled to start within the next 30 days. Please wait until you are within 30 days of your planned trip before you contact AIG. Trip cancellation for concern or fear of travel alone, is not covered.
The UK government announced a ‘lockdown’ on 23 March 2020. AIG will cover the cost of cancellations provided that you booked your trip before ‘lockdown’ started, and that ‘lockdown’ is still in force when your trip is due to start.
Where eligible, AIG will cover the non-refundable costs you incur if you are unable to either change your booking or get compensation from your tour operator, accommodation provider, airline, travel agent or other travel provider. Please note that policy conditions and limits will apply. If you are thinking of cancelling your trip, please contact AIG in advance.
You should approach your travel provider or tour operator in the first instance as they may be able to change or extend your booking if you cannot return home as scheduled. Please note that trip rearrangement is not covered by the policy.
Trips cancelled as a result of a serious illness (including coronavirus) to you, a relative or , close business associate, person you had booked to travel with or a relative or friend living abroad who you had planned to stay with, are covered. We will ask for proof of illness from a medical practitioner at the time of departure.
Your policy also provides cover for medical expenses and trip curtailment for insured travellers who become seriously ill – including with coronavirus - while on a trip. We will ask for proof of illness from a medical practitioner. Each claim will be considered based on its individual facts and circumstances surrounding the events.
You can contact the insurer, AIG, in the normal way if you need to make a claim.
For our travel insurance customers with any enquiries, please contact the customer services team on +44(0) 345 605 0057.
For our Signature account customers with any enquiries, please contact the customer services team on +44(0) 345 602 2369.
For our Private account customers with any enquiries, please contact the customers services team on +44(0) 330 123 3129.
Phone lines are open Monday to Friday between 8am and 8pm and on Saturdays and Bank Holidays between 9am and 5pm. Or if you prefer, email firstname.lastname@example.org
To give you more protection against fraud we have changed the way you verify payments online and via mobile banking.
Business & Personal Customer Accounts
We need to ensure it’s really you making the payment before the money leaves your account. How you do this depends on whether you’re using:
Will this happen every time I make a payment?
No, it’s not for every payment. Once saved the payment will become ‘Trusted’. That means you may not need to do the identity check again, unless you change details like the sort code, account number, name or reference.
What’s changed for your Business?
To make payments of more than £500, or totalling more than £1000 per day, you will now need to use the Mobile Banking App to verify your payments. Business customers using a One-Time Passcode will no longer be able to make payments greater than £500. Talk to us to learn more about the benefits of using the Mobile Banking App. Further info on your daily limits can be found here.
You may see a difference to when you’re asked to authenticate a payment via Business Internet Banking and the Mobile App, how you do this will remain the same by using:
For more information visit our online help.
Forgot your business internet banking password, we can help.
Just give us a call on 0800 121 4209
Monday – Friday 8am - 6pm and select Option 2.