Coronavirus update and FAQs

The safety of our customers, engineers and staff is our highest priority. Our call centre is currently receiving high volumes of calls and we anticipate it could take you longer to get through to us whilst we work hard to prioritise vulnerable customers and emergencies.
Updated 5th November 2020

Can I still make a claim?

Absolutely, our customer services and claims lines are open as usual. You can also reach us through our social media channels. Or, check our handy guides available to help diagnose and get you up and running quickly without the need to call and raise a claim. Check out our guides here https://www.corgihomeplan.co.uk/advice/

If you have an emergency and need to make a claim, you can reach us on 0800 085 0845.

How are we keeping our customers safe?

In line with government guidance, we’re taking steps to ensure the safety of our customers and engineers.

In England, maintenance and working in the home will continue during lockdown, meaning we will continue boiler servicing, essential and non-essential claims and installations.

In Scotland, all boiler servicing, essential and non-essential claims and installations will continue as normal.

In Wales, non-essential claims. Installations and servicing has been postponed during lockdown but will begin again from Monday November 9th.

We recognise that heating, hot water, plumbing and drainage, and home electrical systems are essential for customer health and sanitation. As such we will continue to deal with these claims.

For any claim, where possible we will try to fix the problem over the phone via our dedicated specialists, so that we can protect the health and safety of our customers and engineers.

When we are unable to fix the problem over the phone and an engineer is required to attend, we need to ensure that the household is safe for our engineer to do so. Our staff and engineers will ask if:

  • You or anyone in your home has been diagnosed with coronavirus.
  • You or anyone in your home is showing signs of any symptoms of coronavirus. If you’re unsure of coronavirus symptoms, you can find out more here.

In the event of the above, we will be unable to deploy an engineer until day 14 of your isolation period has ended. This is for the engineer’s safety and any other members of the public the engineer will come into contact with.

If you have been diagnosed with coronavirus or are showing symptoms and are without heat or hot water, please call us and we will endeavour to find an interim solution. You can call our team on 0800 085 0845.

For the elderly, vulnerable or self-isolating, we do ask that you inform us over the phone in the event of a claim so we can fully understand your situation. We know things are difficult for vulnerable customers who need to self-isolate. We will continue to prioritise vulnerable customers as we always do.

When our engineer is due to attend they will call you to confirm their attendance and to check if any of your circumstances have changed. If they have, their visit may need to be rescheduled until day 14 of your isolation period has ended. If this happens, please call our team on 0800 085 0845 and we will discuss possible interim solutions if you are without heat.

To help stop the spread of the virus, we advise our customers to take the following precautions:

  • Wash hands often - with soap and water for at least 20 seconds
  • Take extra precautions and use anti bacterial wipes and gel when appropriate or available
  • Do not shake hands with engineers entering your home
  • Do not share cups, glasses, plates and cutlery - that means not offering our engineers any refreshments whilst in the home
  • Remain at least 7ft/2m apart'
  • Open any doors or windows near your boiler whilst the work is being carried out

We kindly ask all our customers to ensure the areas that our engineers are required to work are kept as sanitary as possible.

I’m due my annual service, will this still go ahead?

In line with government guidance, in England and Scotland, annual service appointments will be going ahead as normal

In Wales, boiler servicing has been postponed during lockdown but will begin again from Monday November 9th.

If your annual service is yet to be scheduled, when your annual boiler service is due, a member of our team will be in touch - there is no need for you to call us to book this in.

We hope you understand and we appreciate your patience.

Please note: The delay of your annual service will not affect your ability to claim.

What if I have an emergency?

If you and your household are healthy, no one has symptoms of coronavirus and you have an emergency such as an uncontrollable water leak or loss of heating, we will deal with your emergency as normal.

If you or anyone in your household has symptoms of coronavirus and have an emergency, please call our team on 0800 085 0845 who are on standby to help. The safety and wellbeing of our customers and network of engineers is paramount and we will do our utmost to help all of our customers.

What are we doing to help vulnerable customers during coronavirus?

We know things are difficult for vulnerable customers who need to self-isolate. We will continue to prioritise vulnerable customers as we always do.

What if I have COVID19 and have a problem?

Where possible we will try to fix the problem over the phone with our specialist technical team.

When we are unable to fix the problem over the phone and an engineer is required to attend, we need to ensure that the household is safe for our engineer to attend and to limit the spread of coronavirus. If you or anyone in your home has been diagnosed with or showing signs and symptoms of coronavirus we will be unable to deploy an engineer until day 14 of your isolation period has ended. This is for the engineer’s safety and the safety of others the engineer will come into contact with.

If you are without heat or have another emergency and you or someone in your home has symptoms, please call us on 0800 045 0845 and we will do our best to find an interim solution to help you.

We know things are difficult for vulnerable customers who need to self-isolate. Our team is ready to help - please call us on 0800 045 0845.

I'm worried about being able to pay for my CORGI HomePlan Boiler and Home Emergency cover due to coronavirus. What can I do?

We know that this is a really tough time for so many of us, and we don't want CORGI HomePlan to be another thing on your list to worry about. If you're struggling to pay for CORGI HomePlan, please call us on 0800 085 0845 and we'll do everything we can to help.

Can't find an answer?

Get in touch with our customer support team who will be to help you.

Your CORGI HomePlan policy is arranged and administered by CORGI HomePlan Ltd, a firm authorised and regulated by the Financial Conduct Authority under firm reference number 824122 to carry on insurance distribution. CORGI HomePlan Ltd is registered in Scotland (Company No. SC358475). Registered Office: 1 Masterton Park, South Castle Drive, Dunfermline, KY11 8NX.

The insurance policy is underwritten by OVO Insurance Services Ltd, a firm authorised and regulated by the Guernsey Financial Services Commission under reference number 2570126. OVO Insurance Services Ltd is registered in the Bailiwick of Guernsey under the Companies (Guernsey) Law 2008 (Company No. 67013). Registered office: PO Box 155, Mill Court, La Charroterie, St Peter Port, Guernsey, GY1 4ET.

CORGI HomePlan Ltd and OVO Insurance Services Ltd are part of OVO Group Ltd