COVID-19 measures from insurance companies

ROUND-UP OF COVID-19 MEASURES FROM INSURANCE COMPANIES

Allianz 21/04/2020

CLAIMS

• Assistance services during the state of alarm, with priority assistance for the elderly:
• We provide all Assistance services as urgent across all Autonomous Communities. As well as prioritising by urgency, we give priority attention to people over 65.
• The services considered urgent by UNESPA (the Spanish insurers' association) are: plumbing, locksmithing, glass, electrics, building work, white goods, ceramic hobs, pipe unblocking, boilers and water heaters.

• Full operational support for handling requests submitted by intermediaries.

• Increased use of digital loss adjustment. The loss-adjuster network is fully operational, including the use of digital adjustment, which is being stepped up for Motor, Home and Homeowners' Associations. Thanks to digital adjustment, we avoid loss adjusters having to travel and we speed things up for the client, including immediate payment once the assessment is closed.

CARS AND INDIVIDUALS

• MOT, Driving Licence and ADR authorisations. Where a driving licence, MOT or ADR authorisation expires during the state of alarm, both the operating arrangements and the cover will remain unchanged.

• Renewal of car policies
• Adjustment to the renewal of car policies (softened).

BUSINESSES

• Payment facilities. We are extending to 120 days (60 additional days) the period for paying policies for SMEs, shops and the self-employed (including Life and Group Accident cover), for clients who request it.

• Risk verification. Remote verification system for the eligible risks that require it.

LIFE

• Covid-19 cover. Our Life Risk and Health policies cover Covid-19.

• Digital operations enabled, applying to Unit Linked, Life Risk, Self-employed, Health and Accident policies. A digital system has been enabled so that our Clients and intermediaries can operate without a printed signature.

• ID documents expiring during the state of alarm. The issuing of and operations with expired ID documents during this period will be handled more flexibly.

• Proof of life. The process of sending this out has been paused and payment of pending annuities has been unblocked while the signed document is outstanding.

• Webinars and regular market information. Intermediaries are receiving regular reports from the company on the situation of the Financial Markets, Monetary Policy and Economic developments. Webinars will also be offered to provide further information with experts.

#WESTAYWITHYOU

IN OUR USUAL OPERATIONS

• Card payment. The option to pay outstanding receipts by card, avoiding the need to travel in person.

ARAG 03/04/2020

ARAG RENT GUARANTEE – NEW RULES

Dear Intermediary,

As a result of the current situation, from today, 1 April, the requirements for taking out and the terms of new ARAG Rent Guarantee policies are changing, for rentals older than one year that have not been insured with ARAG since they began.

From now on, the new requirements for rental agreements older than one year will be:

1. For homes and premises that can show they have a rent guarantee policy currently in force with another company:

• Requirements: Certificate of no arrears and tenancy agreement

• Policy: Standard policy.

1. For homes without a rent guarantee policy in force:

• Requirements: Certificate of no arrears, tenancy agreement, and ARAG will have the final say on accepting the

• Policy: Policy with a 3-month waiting period for all guarantees.

1. For premises without a rent guarantee policy in force: this type of policy is not accepted.

For all new rental policy applications not insured with ARAG since the start of the contract, regardless of how long the tenancy has run, ARAG will have the final say on accepting the risk.

Payment facilities

• Extension to 90 days of the period for paying/cancelling receipts returned by the bank and by intermediaries, for the next three months.

• Instalments with no surcharge for any legal expenses policy over 180 days.

Customer service

• Payment of claims, advances and reimbursements will be sped up as much as possible so that clients can have the liquidity they need to deal with this situation.

• The payment of hospital invoices will also be sped up for travel-assistance claims for people, so they have more time.

Travel assistance for people

• Extension of medical expenses under automatic cover and at no cost to insured persons who are stranded abroad, until their return.

• Handling of incidents and assistance, in cases of difficulty returning to their home country.

Legal Expenses / Rent Guarantee

• We are adapting the cover so that landlords can request a moratorium, waiver or reduction of their rent, including premium refunds for any of these reasons, without this affecting any related proceedings.

• Reinforcement of the AJT platform to handle legal queries relating to COVID-19.

Axa 23/03/2020

Extension of AXA's stability commitment.

To this end we are setting out this Charter of Principles, containing the ten measures AXA will apply to SME, micro-business and individual policyholders in difficulty, for as long as the State of Alarm lasts:

1. A special medical guidance phone line is being set up for all insured persons (with or without a health policy).

Without a health policy – 91 078 21 97

With a health policy – 93 312 57 48

1. Extension of this phone line to all AXA intermediaries and all employees and external staff of intermediaries.

1. For unpaid policies, and for as long as the State of alarm lasts, extension of the payment period to 90 days.

1. During the State of Alarm, all Shops and SMEs will be able to split their premium into up to 12 monthly instalments, with AXA covering the cost of the instalment surcharge.

1. Regarding claims for unpaid premiums, no new debt-collection proceedings will be started after the date the State of Alarm is declared and until it ends.

1. Card payment as an option for returned and outstanding direct-debit receipts, through the Call Centre (IVR payment), through the payment link sent by email, or through the payment gateway.

1. Video loss-adjustment offered for 100% of claims.

1. Speed and commitment: within 48 hours of receiving the necessary documentation, payment of compensation and benefits on all types of policies, making, where appropriate, payments on account on a weekly or fortnightly basis. Particular attention will be given to occupational accident policies. For health reimbursement policies, requests will be dealt with within an average of 96 hours of receiving the documentation.

1. Remote information support for Insured persons, whatever the type of insurance.

2. Business guidance service

Liberty 30/03/2020

Liberty's most significant measures in response to the coronavirus

Below are the most significant measures for your business and your clients that will apply in the current pandemic situation:

Claims and Service Provider Management: an innovative remote operation.

1. We are already carrying out 100% of loss assessments remotely, for all lines of business.
2. For non-Motor lines, 100% of pre-inspections are being done by video.
3. We are speeding up the handling of home claims as much as possible, through our new Fast Path process, with great flexibility for quick agreements, so as to avoid in-person visits to the Client as far as possible.
4. Where our professional networks have no choice but to provide the service in person, safety protocols will be followed, such as keeping physical distance, avoiding handshakes, wearing a mask where possible and using hand sanitiser.

Payment flexibility: to soften the negative effects of this pandemic on people's finances.

1. We are making it easier to pay premiums in instalments for clients who request it, with no surcharge applied, and we have set up a procedure to assess extending the payment period where necessary, handled through our Intermediary Service Centre.
2. We are also boosting digital payment methods and direct debits, to avoid in-person or postal transactions as far as possible.

Products and cover: measures to protect and make things easier.

1. Please remember that all our existing policies keep the cover they were taken out with, also during the pandemic.
2. Under our Home and Commercial Lines products, the vacancy clause will not be applied to claims.

Plus Ultra 30/03/2020

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Reale 31/03/2020

Given the COVID-19 crisis we find ourselves in, Reale has also wanted to give brokers and clients information about how it is responding, as well as its guarantee that its service will keep running during this time.

The customer-service guarantee measures are as follows:

• Phone support continues to run in full
• Card payment (except American Express)

• The usual repair services for Home, Homeowners' Associations, Shops and SMEs continue, but focused on emergencies (locksmithing, loss of electricity supply, etc.). Non-urgent jobs are rescheduled for a later date by agreement with the insured and Asitur's management platform. The Bricohogar (home DIY) service is suspended.

• Bodywork, paint and mechanical workshops: the information Reale has points to partial operation, depending on the number of workshops open in each area, or on technical issues with parts distribution. Self-assessment and multi-brand partner workshops show a higher rate of availability.

• Specialist glass repair and replacement workshops: through Asitur, a nationwide service is provided, referring work to active suppliers and deploying their mobile units to attend on site.

• The loss-adjuster network, for both Motor and other lines, provides its service by video call or other electronic means. Loss adjusters continue to be assigned automatically as usual. In-person assessment is suspended.

• To ask us anything about Business matters, you can contact the department through the emails and phone numbers provided.

Zurich 21/04/2020

At Zurich, our clients and your peace of mind come first

The main measures include:

• We're making it easier to pay for insurance, with the payment period extended to 90 days and the option to split the premium into instalments with no surcharge.
• Handling of urgent claims, as we have an emergency team in place. For claims that are not urgent, payment of compensation is being prioritised.
• Video loss-adjustment service: in the event of a claim, you can connect with our loss adjusters from your own phone to speed up the assessment of your claim without needing a visit.

1.1 EXTENSION OF THE PAYMENT PERIOD TO 90 DAYS

With the new measure allowing receipts to be paid within a maximum of 90 days, is a claim covered if the receipt has been unpaid for more than 30 days?

Claims will be handled because the policy is in force and has not been cancelled. The receipt will be claimed through the usual channel.

What happens with Consorcio cover when a client pays the policy over 90 days?

We report to the Consorcio when the receipt is issued, so there will be no problem with Consorcio-eligible claims, as the receipt is shown as issued.

How are receipt returns being handled for Life policies?

For Life policies, there are options to pay receipts in instalments or to defer payment.

1.2. INSTALMENTS WITH NO SURCHARGE

Is there a minimum premium for monthly instalment payment for SMEs and Shops?

The payment method can be changed via an endorsement and there will be no minimum premium per receipt, so receipts of even less than 500 euros can be split into monthly, quarterly or half-yearly payments to make settlement easier for our clients.

Will a surcharge be applied to instalment payments?

Under the new measures, no surcharge will be applied to instalments on policies already on the books.

For accident insurance paid quarterly, if 2 receipts have already been paid, can the two outstanding receipts be split into monthly payments?

Accident insurance is not among the products being included in this first phase to make payment easier for clients. Its inclusion will be considered.

Will the Consorcio surcharge be settled on the first instalment or throughout the year?

The Consorcio surcharge is settled on the first receipt, while the other taxes are settled on each receipt.

Will this instalment discount also apply to Liability policies?

This measure will apply to all SME, shop, Liability, Home and Motor clients.

I'd like to know the options for deferring payments with the Consorcio de Compensación de Seguros.

We report to the Consorcio when the receipt is issued, so there will be no problem with Consorcio-eligible claims, as the receipt is shown as issued.

Do instalment payments carry any kind of surcharge?

No, for General Insurance the premium can be split into instalments via an endorsement with no surcharge and no minimum premium per receipt. For Life Risk, depending on the client's needs, the surcharge could be offset through a discount.

Does instalment payment apply to Transport and Liability?

The commitments to remove instalment surcharges, minimum instalment receipts and the option of monthly instalments will also be active for clients with general Liability policies (00845), as well as shops and SMEs. For other business products, this is being reviewed.

Does the instalment payment option apply to all individual policies (Motor, home, accident) as well as other lines (Liability, D&O Liability-SME-Accident, Group, Shops)?

Instalment payment with no surcharges or minimum premiums is available for Shops, SMEs, General Liability, home and Motor.

• LIFE RISK

For a life insurance application, will a client who has recovered from Coronavirus be accepted with no surcharge?

Following the usual practice for life insurance applications, based on the information required in each case and the answers to the Risk Declaration, each case will be assessed individually according to any after-effects and/or pre-existing conditions that have worsened.

• CARD PAYMENT

Previously you could pay by card at the intermediary's office through the Zurich website. Will this payment method still be available?

Clients can indeed arrange card payment through zurich.es for returned direct-debit receipts.

The access link on the website is:

www.zurich.es/pagorecibos

• SERVICE

If I want to issue a car policy and the MOT hasn't been passed, can it still be arranged, given that MOT stations are currently closed?

Yes, the policy can still be taken out. Once the situation returns to normal and MOT stations re

open, it will be necessary to check what deadline the DGT (Spanish traffic authority) gives for updating any outstanding inspections. We attach information on current MOT arrangements during the lockdown period.

"In accordance with the third additional provision of Real Decreto 463/2020, of 14 March, declaring the state of alarm to manage the health crisis caused by Covid-19, the deadlines imposed by the authorities for carrying out roadworthiness

inspections of vehicles are suspended." Therefore, for as long as the state of alarm remains in force, there will be no consequences for driving with an expired MOT sticker, no fines will be issued for this, and drivers will need to wait until this state of emergency is lifted before going to the test centre for their inspection.

For this reason, MOT test centres have gradually been closing their doors during the week, once the Government made its announcement and temporarily suspended the expiry of inspections.

It's worth remembering that, in normal circumstances, failing to complete the inspection within the set deadline, and therefore driving without a valid MOT, carries a fine of 200 euros under the schedule of offences.

On the Claims side, we will not exclude any claim on these grounds for as long as the state of alarm lasts.

Does the Cyber policy offer the same cover at a workplace as at a home?

Among the improvements we are including in cyber protection for this "state of alarm" period is extending the cyber service to employees' computers while working from home, with the option of running a vulnerability scan on each teleworker's home network and all connected devices (Smart TV, tablets, smartphones, etc.), plus dedicated help-desk assistance to help configure employees' home equipment securely.

• VIDEO LOSS-ADJUSTMENT

Will these measures become permanent and continue after this period?

The option to request video loss-adjustment has been available since March 2019 and, thanks to the good results in customer satisfaction surveys, it is an option we want to keep promoting, not just now but going forward.

Will all claims be handled by video loss-adjustment? Are there any exceptions?

All claims requiring a loss adjuster will be handled by video loss-adjustment; where this is not possible (technical issues, etc.), an in-person visit will be arranged when it can be. That said, our aim is to keep exceptions to a minimum. For Motor, all claims will be handled by video loss-adjustment with the client or, where applicable, by photo assessment with the workshop.

Is there a maximum amount above which a claim is referred from video loss-adjustment to an in-person visit?

Initially there is no limit, but there will be cases that cannot be handled by video loss-adjustment and we will need to find ways for the claim to be assessed. For Motor there is no maximum amount; it will depend on the possibility of hidden damage appearing once the repair begins, which the loss adjuster and workshop will assess together.

When we request a car loss assessment, do we need to specify the repair workshop?

Yes, in order to carry out any car loss assessment, whether in person or digital, it is necessary to know which workshop will carry out the repair.

In the case of compensation, after the video loss-assessment, if the client goes to the workshop and the repair invoice doesn't match the assessed amount because the workshop and the loss adjuster haven't agreed on prices, how is this handled?

That situation would be entirely outside the Client's control. Once the video loss-assessment is finished, the loss adjuster sends the valuation to the workshop, and they always reach an agreement on the value of the damage.

If we have opened a claim for which video loss-adjustment wasn't requested, can we request it now? How?

Yes. Video loss-adjustment can be requested at any time.

• URGENT CASES

What is the phone number for urgent assistance?

The phone numbers for requesting urgent assistance are the same ones currently used for Roadside assistance and for General assistance.

Are cases such as burst pipes, exterior glass, or similar considered urgent?

For this purpose, the following will be treated as URGENT interventions:

Affecting the electricity or water supply at the home:

• URGENT: client has NO POWER, NO WATER
• NOT URGENT: damp stains or damage from seepage, parquet damage from a one-off leak, affected extractor hood, air-conditioning unit

Affecting the security of the home or business:

• URGENT: home entrance door affected and cannot open or close, exterior glass of home or business.
• NOT URGENT: doors with cosmetic damage, table glass

Affecting confinement / essential items:

• URGENT: broken or faulty ceramic hob, faulty washing machine, faulty fridge, faulty water heater (this last case connected at the insured's expense)
• NOT URGENT: faulty cistern where there is more than one bathroom, radiator leaking water (it will be recommended to close its valve).

The following are considered NOT URGENT services:

• Claims whose origin and/or damage does not need urgent repair, as they do not affect the habitability or security of the home or business.

In any event, ServiHogar assistance will carry out a video assessment of the damage to determine urgency, in cases where there is doubt as to whether it is urgent.

The technician hasn't come to repair a claim since 12.3.20. They say it's not urgent, but it's a water leak.

It's worth remembering that under the current state of alarm, only urgent cases are handled: No

Water, No power, Unprotected risk, and damage to hobs, fridges and washing machines.

In general, all damage that renders the property uninhabitable.

• CONTACT CHANNELS

What are the contact channels during this period?

First contact your brokerage. If it's outside opening hours, call Zurich Customer Service: 913 755 755, and let us know as soon as possible.

SMEs

Policies include exclusions when the premises have been closed for more than a certain number of days. Do these deadlines remain in force, or does some special measure apply instead?

Shop and SME policies provide that cover will remain in place for up to 45 consecutive calendar days of vacancy. If the closure period runs longer, all material damage and liability cover will still remain in force as long as the water and gas stopcocks are closed.

Can cover be amended halfway through the policy term? Would any premium be refunded? Cover can be amended halfway through the term, although no refund will be given for reductions in cover. At renewal, the premium can be adjusted to reflect the business's actual situation. In any case, our recommendation is that all guarantees and cover should remain active, since the risk of fire, extensive damage, theft, accident, liability, etc. remains present even without activity taking place.

OTHER QUERIES

What happens with halted building works?

It will be necessary to review the policy wording and the relevant clause. In any case, the Policyholder or the Insured is required to notify the company in writing of any halt to the works, as well as when work resumes. During the halt, three cover scenarios could be considered: 1. Fire/Lightning/Explosion only; 2. Adding Theft; 3. Adding Natural Hazards.