Coronavirus (Covid-19) Help and Support
Following the stay at home advice issued by the government, our staff are currently working remotely.
Normal opening times for both our customer service and claims departments are in operation, however, wait times may be longer than normal and we ask for your understanding and patience during this unprecedented situation.
What we'll do to support our policyholders during this situation
We'll support you if you need to make a claim
Our claims teams are working remotely, but will continue to take calls and manage claims throughout this period.
If you're working from home
If you're working from home following government advice, or you're having to self-isolate, your policy is still valid. You don't need to call us to let us know.
If you can't work from home
If you need to drive to work instead of using public transport, your insurance is still valid. You don't need to call us to let us know.
We'll support you if you're using your car to support your community
You can use your car for voluntary purposes to transport medicines or groceries to support those impacted by the coronavirus. Your cover isn't affected and you don't need to call us to let us know.
Your black box hasn't been installed or arranged to be installed'
Due to the ongoing situation with the coronavirus, no black boxes are currently being installed. This will not impact your policy coverage.
How to contact us
| Department | Contact Number | Email Address |
|---|---|---|
| New Claims Open 24/7 | 0333 323 2619 | Telephone Only |
| Existing Claims Monday-Friday: 9-5 Weekends and bank holidays: Closed | 0333 323 2619 | yoyo.customers@inspireclaims.co.uk When you email us, please put your claim reference in the subject heading. |
| Breakdown Cover (SilverKnight) Open 24/7 | 01904 809 895 | Telephone Only |
| Key Cover (Supercover) Monday-Friday: 9-5 Weekends and bank holidays: Closed | 0203 794 9309 | Telephone Only |
| Department | Contact number | Email Address |
| Customer Services Monday-Friday: 9-5 Weekends and bank holidays: Closed | 0333 009 6717 | customerservices@yoyo-insurance.info |
| Direct Debits (Close Brothers) Monday-Friday: 9-5 Weekends and bank holidays: Closed | 0333 321 8566 | You can click here to log on to your account and make changes/payments or access support. |
Complaints
If you're disatisfied with the level of services you receive, we want to hear from you.
You can find our complaint contact information below.
| Department | Contact Number | Email Address |
|---|---|---|
| Customer Service Complaints Monday-Friday: 9-5 Weekends and bank holidays: Closed | 0333 009 6717 | customerservices@yoyo-insurance.info |
| Claims Complaints Monday-Friday: 9-5 Weekends and bank holidays: Closed | 0333 323 2619 | complaints@inspireclaims.com |
We will always try to resolve any issues that may arise between you and us, however, if we are unable to resolve your complaint, you can take the matter to the Financial Ombudsman Service (FOS). Their address is: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Phone: 0800 023 4567 or 0300 123 9123. Alternatively, you can visit the FOS website HERE.
The FOS will contact us for you. They will tell you its decision direct. Being referred to the FOS will not affect your legal rights.
If you are a business and for any reason your complaint falls outside of the jurisdiction of the FOS, then we will still respond to your complaint but if we cannot sort out the differences between us, you will not be able to refer the matter to the FOS. However, this will not affect your legal rights. Or alternatively you can use the Online Dispute Resolution Platform (ODR) http://ec.europa.eu/consumers.odr
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