A coronavirus update for our Members

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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