Coronavirus update for Members - Archive

This page was archived on 26 May 2020 - for previous updates see below. For the latest information, click here.

Page updated at 08:00 Thursday 16 April 2020

Our new 3 month premium holiday

Today we have launched a new 3 month premium holiday option.

We already offer 6 month ‘premium holidays’ (also known as a career break) if you’ve had your plan for more than 3 years. But we wanted to do more to help you through these unprecedented times. So, we’ve listened to Member feedback and are now temporarily offering a 3 month premium holiday outside of our normal terms and conditions. You can take a 3 month premium holiday after you’ve paid 3 months of payments.

Our 3 month premium holiday option means you can have a little more financial flexibility by having a break from your monthly payments, and putting your income protection cover on hold.

We wanted to offer this additional premium holiday to our Members because social distancing has led to a significant number of you being unable to work and some of you have seen your income reduce, so making your monthly payments might be more difficult at the moment. It’s important to us that we support you through this difficult time and help you keep your income protection cover in place.


What are we offering?

We’re introducing an extra premium holiday option to give you more financial flexibility.

Between 15 April to 15 July, you can request a 3 month premium holiday, as long as you’ve been paying for your income protection plan for at least three months. During your premium holiday you won’t be able to make a claim on your plan.

Once your 3 month premium holiday has finished we’ll get in touch with you and let you know that we’re going to start collecting your monthly payments again.

The monthly payments and your income protection cover will re-start without you having to answer any health questions.


How can I take a 3 month premium holiday?

You, or your Adviser, can contact our Member Services team at MemberServices@holloway.co.uk

We’ll need your full details including your plan number. We’ll let you know when the premium holiday starts and finishes, and we’ll also remind you that you won’t be able to make any claims whilst you have your 3 month premium holiday.


Can I restart my cover sooner than 3 months if I need to?

Yes of course, you can start and stop your premium holidays and cover at any time. You just need to contact us at MemberServices@holloway.co.uk and we’ll take care of the rest.


What if I am already behind on my premiums because of financial difficulties?

You can only have a premium holiday if your payments on your plan are up to date. We will aim to start the premium holiday from the 1st of the following month, however this may be delayed if your premium is due to be collected shortly after the request. If you are facing financial difficulties please do get in contact with us and we’ll see how we can help you.


What if I’ve only had my plan for less than 3 months?

Unfortunately, you need to have had your income protection plan for more than 3 months to use this new premium holiday option.


What happens if I don’t start paying my premiums after my premium holiday?

If you tell us you don’t want to restart your cover then we’ll cancel your plan. This means you’ll no longer have any income protection and your income won’t be insured if you become unwell or get injured and can’t work.

When your premium holiday has ended, if you miss more than 3 payments in a row we will cancel your plan and your income won’t be insured if you become unwell or get injured and can’t work.


Can I make a claim when I am taking a premium holiday?

No, when you take a premium holiday your cover isn’t in place so if you become unwell or injured and can’t work, your income isn’t covered and we can’t pay your claim.

Once your premium holiday finishes and your monthly payments and cover are back in place you cannot make a claim for any illness or injury which took place whilst you were taking your premium holiday.



Page updated at 15:00 Friday 27 March 2020 

As a Friendly Society we must protect our existing members so if they need to make a claim, we’re here for them when they need us the most. At the moment we are receiving unprecedented levels of applications for income protection plans. 

Because of this we have made the difficult decision that from 3pm on Friday 27th March we won’t be accepting any new applications with either a 1 week, or a 4 week waiting period. This is only a temporary situation which we will review regularly. 

We’re sorry we’ve had to put these measures in place but these are unprecedented times and we’re doing our best to deal with things as well as we can.



Page updated at 11:59  Wednesday 25 March 2020

Updated opening hours and post

We're open and here for you from 10am to 4pm Monday to Friday. We’ve had to slightly change our opening hours because of the amount of calls we’re getting from our Members and their Advisers during this difficult time. Providing good service is very important to us so we needed some more time away from the phones to help as many people as we can.

As we are now all working from home we are no longer sending or receiving anything by post. Please do not send us anything by post. If you need to send us documents etc. please scan/photograph and send them by email to Memberservices@holloway.co.uk


Page updated at 14:45 Thursday 19 March 2020 


If you think you have coronavirus

Please contact us so that one of our Claims Specialists can speak to you about your symptoms. To be able to claim on your plan for coronavirus, you have to be totally unable to work because of the virus and also have suffered a loss of income due to your illness.

Our plans do not cover self-isolation. If your employer has sent you home because your company cannot work during the coronavirus outbreak, then unfortunately you cannot claim on your income protection plan. Your plan only covers you for loss of income when you have been unable to work because you have been ill. 


What happens if….


…I am sent home and have no income?

Unfortunately, you cannot claim on your income protection plan if you are sent home by your employer without pay. Your plan only covers you for loss of income when you have been unable to work because you have been ill.


…I can’t work because I have no childcare?

Unfortunately, you cannot claim on your income protection plan if you are unable to work because you have to care for your children. Your plan only covers you for loss of income when you have been unable to work because you have been ill.


…I am working from home and self-isolating with no symptoms?

Unfortunately, you cannot claim on your income protection plan if you are working from home. Your plan only covers you for loss of income when you have been unable to work because you have been ill. Your plan doesn’t cover self-isolation.


…I am working with home, self-isolating and I do have symptoms?

If you think you have coronavirus please contact us so that one of our Claims Specialists can speak to you about your symptoms. To be able to claim on your plan for coronavirus, you have to be totally unable to work because of the virus and also have suffered a loss of income due to your illness. Remember your plan only covers you for loss of income when you have been unable to work because you have been ill. 


…I am working from home, self-isolating and someone in my household has symptoms?

Unfortunately, you cannot claim on your income protection plan if you are working from home. Your plan only covers you for loss of income when you have been unable to work because you have been ill. Your plan doesn’t cover self-isolation.


Page updated on Tuesday 17 March 2020

How we're dealing with coronavirus

Are we still open?

Yes. We can pay claims, answer the ‘phones’ and support you where we can.
We've made plans so that we can work from home, and we’re confident that the service that you're used to will stay the same.


How will we treat your claim?


If you have a positive coronavirus test...

…and have lost income because you haven’t been able to work due to ill health, we’ll assess your claim as usual.


If you have self-isolated because of Government or medical advice?

…but have not tested positively in the UK for coronavirus, then we will not pay the claim. Self-isolating is not covered by our policies.

If you test positive in the UK while self-isolating, and have a loss of income because you are too unwell to work, then we’ll assess your claim as usual.


How long will this situation last?

No-one knows. We are working to ensure that our service remains in place for all.


Can you still apply for insurance?

Yes, but we will not cover coronavirus-related claims for new policies with a 1, 4 or 8 week deferment period.


Why not?

Our plans work because all our Members pay an amount into a pool and this pool meets the needs of the small number of Members that get sick and need to make a claim. If lots of Members make a claim soon after starting their policy, the pool will not be big enough to pay all of these sudden claims.


What change are we making?

If you have taken out a policy since 5pm Friday 13th March 2020, we have added a coronavirus exclusion from any claims that have a 1 week waiting period. 

If you have taken out a policy since 00:01am Tuesday 17th March 2020, we have added a coronavirus exclusion from any claims that have a 4 or 8 week waiting period. 


Can we pay claims?

Yes, we have sufficient financial strength to pay all valid claims, including those for existing Members who get coronavirus and are too ill to work, so lose income.

This approach is correct as at 17th March 2020. Our approach might change again as the situation develops.


Support to keep your life colourful


Our Member Assistance Programme is here for you, to support you when you need help in your day to day life. The programme is provided by Care first who have British Association for Counselling and Psychotherapy (BACP) accredited counsellors and Citizen Advice trained information specialists. They also have an interpreter service in 150 languages. It’s free to you and is available 24 hours a day, 365 days a year. Find out more here. 

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