Commitment and support The Covid-19 outbreak has had a significant impact on the UK economy. How has the insurance and long-term savings industry responded to the crisis? Since the pandemic struck, the insurance industry has worked hard to serve customers, managing a smooth transition to home working with minimal disruption to customer experience. It has continued to manage 45.6m on average in general insurance claims and 50.1m in retirement payments per day. SS Insurers have been managing an unprecedented level of activity in response to Covid-19 with some members reporting around a 200% increase from normal in query volumes to call centres. 200% increase from normal in query volumes to call centres 45.6m in general insurance claims incurred each day The UK insurance industry is the fourth largest in the world and is vital to the UK economy. Insurance and long-term savings providers employ more than 310,000 people in high-skilled quality jobs, with more than 230,000 jobs outside London in 146 different towns and cities across the UK. The industry has a crucial role to play in the economic recovery from Covid-19, continuing to offer a vital final safety net for customers, providing high-quality jobs, and as large-scale investors in infrastructure and green assets as we look to decarbonise the economy. Its role in the economic recovery can already be seen with the 10bn re-insurance agreement with government to support trade credit insurance, which will be essential to supporting supply chains as the economy re-opens. Insurers are also working with their business customers to help support a safe return to the workplace through risk management guidance and have continued to support customers and government as new lockdown measures and local restrictions have been imposed. UK insurance industry fourth largest in the world Travel insurance pledges ABI travel members have signed commitments to support customers with their travel insurance, including providing extra resources for customers. Leading ABI members signed an additional pledge extending single-trip cover up to 60 days to support those customers abroad who were trying to get home. More than 230,000 jobs outside of London Our commitments to customers From the start of the crisis, the industry has recognised this has been a stressful and difficult time for households and businesses across the UK. It has pro-actively agreed a series of pledges to support and assist customers with a range of insurance lines, including home, motor, travel, pet insurance, health and protection. Insurers have also offered policy extensions and been flexible with customers wherever possible. Supporting home and business customers Individual members have been flexible in adding cover for employees using business equipment and covering employer liability, and public liability while working from home, extending policies to cover activities related to ventilator construction, extending unoccupied periods up to 90 days, waiving fees and charges, and offering flexibility on required inspections. Protection and healthcare pledges Insurers have agreed additional commitments to support the NHS, helping vulnerable customers and those making a claim with health and protection insurance. Insurers have given priority, where possible, to processing claims for NHS and key workers staff as well as granting policy extensions and waiving policy restrictions for business carrying out activities to support the NHS. Supporting motor customers Handling claims Protecting access to justice Motor members have signed pledges including enabling taxi and private hire vehicles to deliver medical equipment for the NHS, without needing to inform their insurers. Some members have offered partial refunds or offered payment holidays on a case-by-case basis, because of the lockdown restrictions. ABI members also agreed to be flexible and offer MOT extensions during the lockdown. During lockdown, members have encouraged digital document delivery instead of post and relaxed levels of evidence required to process a claim, using web-based claims methods, setting up dedicated claims lines, claimshandling teams and processing upfront payments to support customers. A new Covid-19 Personal Injury Protocol was launched by the ABI and Thompsons Solicitors to ensure personal injury solicitors and insurers work collaboratively to mitigate the impact of coronavirus on the civil justice system in England and Wales. The ABI also reached limitation agreements with the Association of Personal Injury Lawyers in Scotland and Northern Ireland.