Coronavirus (Covid-19) Update

 

We want to reassure you in these unprecedented times that we’re here to help you. There has never been a more important time than today to continue to support our customers, communities and colleagues.

In a time when so many companies are having to close their phone lines and reduce hours, we have adopted new ways of working so we can keep our lines open and better support you.

This is an ongoing and evolving situation. We’ll continue to monitor advice from the government and health professionals and share any new information with you. 

Service update

  • We remain open for business and service levels are operating normally

There are some simple things you can do to help us at the moment. Your support will help keep our phone lines free for our most vulnerable customers:

  • Contact us by e-mail instead of calling - this will allow our service teams to prioritise our vulnerable customers and deliver the best service possible. You can find our contact details below.
  • Send any forms or letters electronically - for example, send us scanned documents by e-mail instead of by post, encrypted where appropriate.

Rest assured we’ll continue to monitor advice from the government and health professionals and should anything change, we’ll let you know.

Remote working 

In line with government advice, many of our employees are working from home, or we are taking steps to enable them to do so. We have expanded our working from home capacity, so although many are now working remotely, we can still meet your needs.

Service teams are working from our offices where it is practical and safe to do so. For example, dealing with post and paperwork, or accessing secure systems that cannot be made available remotely. To limit risk of infection, fewer employees will be in our offices at any one time and we have introduced additional sanitary and cleaning measures.

More information

Find out more about a specific business area including how to contact us.

I’ve recently submitted an application to you, is it affected?

We’re processing applications normally at the moment.

We understand this is a worrying time for many and people may be reviewing their protection needs. So we can continue to cover new customers, we’ve updated our underwriting questions to ask about Coronavirus. The change means we can still accept applications and provide cover during this challenging time.


How has your underwriting changed?

We’ve added a new question to our online journey so we can continue to accept new applications and provide cover. The question asks whether you’ve:

  • Tested positive for Coronavirus
  • Been advised to self-isolate
  • Had a new continuous cough and/or high temperature
  • Had direct contact with someone who’s been confirmed or suspected to have Coronavirus

If a customer answers ‘yes’ to any of these, we’ll still offer cover, but it’ll be postponed for one month, or until such a time that the statements no longer apply.


What if I need a medical examination?

We ask a small number of customers to attend a face to face medical examination with a nurse from our health partner, Square Health. We appreciate that you may be concerned about COVID-19, so we’ve taken the following steps to reassure you: 

  • You can take your test at a COVID-19 risk assessed venue or at your home if you’d prefer
  • Square Health nurses will use Personal Protective Equipment (PPE)
  • They’ll also use disposable equipment for the tests, for example single use tourniquets, paper tape measures and blood pressure cuff barriers
  • The nurses will ensure that their equipment (laptops, mobile phones, iPads, stethoscopes etc) is appropriately disinfected


Do your Life or Critical Illness policies have COVID-19 exclusions?

Our Life Insurance policies cover death by any cause.

Coronavirus is not a listed critical illness. However if contracting the virus results in a condition which is covered then we would assess the claim in the normal way.


How should I submit an application?

Please speak to your financial adviser, who’ll be able to help.


Can I still make a claim?

We’re still operating a full claims service and will continue to assess claims in our normal way. You can contact our claims team here.


I’m an adviser. How do you notify me if a customer misses payments?

If a customer misses payments, we’ll notify them by post and we’ll send you a copy of their letter.


What are you doing to help customers who are struggling to pay their premiums?

During these challenging times, we want to help our customers as much as we can. We are happy to consider flexibility for those who need it.

If you would like to understand more about the options available, please speak to your adviser or contact our Customer Services Department:

They’re available Monday to Friday, from 9am-5pm.


What’s the best way to contact you?

Please contact us via e-mail where possible:

How should I send forms and documents?

During this challenging time, many of us are having to adapt the way we work at short notice. We want to make this period as stress-free as possible for you, so we’ve changed the way we’re accepting forms.

All our key forms can now be completed online and sent to us via e-mail. This includes our health declarations, claim forms and on-risk documents.

The signature box on our forms can now contain either a signature or a typed name.

For example, you can now send us:

  • A scanned copy of the form with a signature
  • A photo of the form with a signature
  • An edited PDF with a typed name in the signature box

These changes mean you no longer need to send us physical documents by post. This should help save you time and make things as easy as possible.

Download our new forms from our document library.

How does Covid-19 affect your products?

We’ve prepared an in-depth technical FAQ on how this impacts our Group Insurance products.

View our FAQ

Are you still paying claims?

We’re still operating a full claims service and will continue to assess claims in our normal way.

Can you help if our business is struggling financially due to coronavirus?

During these challenging times, we want to help our customers as much as we can. We are happy to consider flexibility for those who need it.

If you would like to understand more about the options available, please speak to your Account Manager or contact us at groupcsc@canadalife.co.uk.

What’s the best way to contact you?

Please contact us via e-mail where possible:

Are you still conducting valuations?

In line with government advice, we’ve reintroduced onsite valuations across all of our product options.

Your financial adviser will be able to let you know more about our approach to valuations, and how it may impact your application.

 

If a valuer visits my property, what safety measures will be put in place?

Your safety is our priority. Our valuation partner e.surv have implemented a Safety and Wellbeing Charter to ensure that any onsite valuations are carried out with due care. You can read their charter here.

e.surv will check that you are comfortable with an onsite valuation when they book the appointment.

 

I have submitted an application to you, is it affected?

We’re processing all applications where an onsite valuation or remote valuation has successfully taken place.

Currently, applications will be placed on hold if:

  • an application doesn’t meet the requirements for a remote valuation
  • an onsite valuation can’t be instructed

If your application has been affected, your financial adviser will be able to let you know the next steps.

 

What is the best way to contact you?

Please contact us by e-mail if possible:

 

Customer services team
hf-customers@canadalife.co.uk

If you would prefer to speak to us, please call us on 0800 068 0212.

If your call is not answered, please leave a message including your name, reference number and contact number. A member of the team will get back to you as soon as possible.

 

Should I still send items by post?

We’re still dealing with post and sending out paperwork at the moment, but we would recommend scanning, encrypting and emailing any documents to us as well. We’ll continue to monitor the situation and will keep you updated if this changes.

 

Will my mortgage still complete and will I be able to access my money?

At the moment, it’s still business as usual for customers who’ve already had a valuation. If you’ve applied for an initial advance, we’ll transfer the money to your nominated solicitor on completion. Your solicitor will let you know how and when they’ll transfer the money to you.

 

Can I still access my cash reserve facility?

You can still access your cash reserve facility. If you would like to make a withdrawal, please email hf-customers@canadalife.co.uk and a member of the team will be in contact with you about the next steps.

 

Can I still make payments to you?

Yes, you can still make payments to us. Unfortunately we can’t accept payments over the telephone at the moment. If you would like further details about how to make payments by a bank transfer or standing order, please contact our customer service team who’ll be able to help you.

 

I make regular monthly payments to you, can I take a payment holiday?

If you’d like to take a payment holiday, please contact our customer service team who’ll be able to help you. We’d like to reassure you that payment holidays will not count towards your total amount of missed interest payments. However, please be aware that interest will still be accrued. Our customer service team can explain this to you in more detail.

 

I need to provide you with an original or certified death certificate, but can’t do so. What should I do?

Where it isn’t possible to obtain an original or certified death certificate, please contact our customer service team. We can then use external tools available to us to validate the information, on a case by case basis.

Should I still send items by post?

We recommend sending all communication via email including scanned documents. This will allow us to process your requests more quickly.

To make this as easy as possible, we now accept scanned documents where we previously needed wet signatures.

We’re still dealing with post and sending out paperwork at the moment, but we recommend encrypting and e-mailing documents to us in case postal services are affected. We’ll continue to monitor this situation and we have plans in place if our buildings are closed.

Will my recent requests be affected?

No – it’s business as usual at the moment. We’ll process new applications, income changes, death claims, fund switches as well as all other servicing tasks, to normal service standards.

Will my payments be affected?

No, this remains our highest priority and we don’t foresee any issues with this. We will continue to make all payments to our customers.

Is there anything else I need to know?

Due to market conditions, certain investment funds across the industry have been suspended or closed to new money. If you hold these funds within your product, you’ll be notified of relevant suspensions and the implications through the normal process.

Due to exceptional volatility in fund prices, our technology partners may occasionally take slightly longer to update unit prices in our online fund research tools. We apologise for any inconvenience caused.

Fund information for The Retirement Account can be found in our Fund Research Centre.

Fund information for all other retirement products can be found in our Fund Centre.

If you are concerned about your investments as a result of coronavirus we have provided further information which might help you in our Pensions and Investments Q&A.

What is the best way to contact you?

Please contact us by e-mail where possible. You can still contact us by phone, but you may find longer waiting times than usual.

The Retirement Account

Please contact us via e-mail where possible:

Phone

Customer Services
0800 032 7690
Monday to Friday, 9am to 5pm

Other Retirement Products

You can find contact details for all our services here

If you have any other questions, please get in touch with our customer service team.

Should I still send items by post?

We recommend sending all business to us soon as possible via email and scanned documents. This will allow us to process your requests more quickly.

To make this time as easy as possible for our customers, we now accept scanned documents where we previously needed wet signatures.

We’re still dealing with post and sending out paperwork at the moment, but we recommend encrypting and e-mailing documents to us in case postal services are affected. We’ll continue to monitor this situation and we have contingency plans in place if our buildings are closed.

Will my recent requests be affected?

No - it’s business as usual at the moment. We’ll process initial investments, as well as fund switches in existing products, to normal service standards.

Will my payments be affected?

No, this remains our highest priority and we don’t foresee any issues with this. We’ll continue to make all payments to our customers

Is there anything else I need to know?

Due to market conditions, certain investment funds across the industry have been suspended or closed to new money. If you hold these funds within your product, you’ll be notified of relevant suspensions and the implications through the normal process.

Due to exceptional volatility in fund prices, our technology partners may occasionally take slightly longer to update unit prices in our online fund research tools. We apologise for any inconvenience caused.

If you are concerned about your investments as a result of coronavirus we have provided further information which might help you in our Pensions and Investments Q&A.

What is the best way to contact you?

Please contact us by e-mail where possible.

Relevant contact details for all services can be found here.

You can still contact us by phone, but you may find longer waiting times than usual.

You can also access our online portals for certain products. To access these, click ‘Login/Register’ in top right hand corner of our website.

Canada Life Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Canada Life International Limited and CLI Institutional Limited are Isle of Man registered companies authorised and regulated by the Isle of Man Financial Services Authority.

Canada Life International Assurance (Ireland) DAC is authorised and regulated by the Central Bank of Ireland.

Stonehaven UK Limited and MGM Advantage Life Limited, trading as Canada Life, are subsidiaries of The Canada Life Group (U.K.) Limited. Stonehaven UK Ltd is authorised and regulated by the Financial Conduct Authority. MGM Advantage Life Limited is authorised and regulated by the Financial Conduct Authority.