COVID-19 Important Customer Information

Dear Customer

We are writing to you to confirm that despite the challenging environment we find ourselves in, our commitment to you in ensuring that we offer you the best service we can remains absolute. Our service team understand that concerns on travel or holiday’s booked may weigh on your mind or equally that being at home more has prompted you to consider the home cover you have in place. Whatever the worry, we will endeavour to respond back to you as soon as we can, acknowledging that we are experiencing an exceptionally high level of calls currently.

In an rapidly evolving situation, we are focused on ensuring the safety of our customers, staff and wider community so we have put contingency plans in place to ensure that we have continuous staff cover in our contact centre albeit that this may result in a smaller team than usual and potentially a longer wait time. We appreciate and call upon your patience at this time and commit to responding to you as quickly as is possible.

To help guide and direct your query to give you the fastest possible response please see below:

Helpful Numbers and Online Support

SuperValu Car InsuranceTravel

If you have a query regarding upcoming travel or cover for holidays booked, the most up to date information is here. This information is updated regularly to reflect any new Government or legislative directives. SuperValu Annual Travel policies do not automatically renew so if your renewal date is due, you will need to select the most appropriate cover for you. You can view your option here. Further updates are available from the Department of Foreign Affairs which can you access here.

SuperValu Home InsuranceHome Emergency/Home Assistance

For small emergencies at home please contact 1890 24 7 365. This is currently a 24/7 service and support is available through our team of registered repairers nationwide.

SuperValu Car InsuranceRoadside Assistance

If you have a breakdown, car emergency or need a tow, please contact us on 1800 247 365

Claims

If you need to make or submit a claim, please click here.

New Policies, Additional Cover or Renewal of Policies

If you need to renew or take out a new policy our online price includes a 15% discount on home, 10% on Car, 20% on Young Drivers sign up and our online price also includes all other offers available at the time. It takes less than 5 minutes to take out a policy to ensure the right cover is in place for you.

Renewals and Payment Terms

We recognise this is a challenging time for everyone and are actively working together to do our bit in supporting the nation and on providing solutions for our customers who have been directly impacted by COVID-19. If you are worried about your insurance payments, we have set up a specialist team who will deal with customers on a case by case basis, as their premiums fall due. We have a range of solutions in place which we can discuss and work through with you

To avoid delays we would like to remind you that our online quote and buy facility is available at www.supervalu.ie/insurance

For Motor and Home only, if you are unable to get in touch with us before your renewal date we are happy to allow you up to 28 days after your renewal date to arrange a payment.

COVID-19 Car Insurance Refunds

SuperValu Insurance is providing a refund of €30 to all car insurance customers in the Republic of Ireland, in recognition of the expected reduction in the level of motor claims as a result of the COVID-19 crisis. This refund will be issued over the next few weeks with a letter being sent to each customer. This refund and payment will be issued to you by our underwriter AXA Insurance Dac.

You do not need to do anything to receive this refund. If you pay by direct debit, we will transfer the payment directly to the bank account used to pay your premium. If you paid in full, we will issue a cheque to the last address we have on file for you.

We will start to issue payments from June 15th, please bear with us, processing this volume of payments may take several weeks to complete.

This payment does not have any impact on your policy cover, or terms and conditions.

Rewards: Issuing of Vouchers and Loading of Real Rewards Points.

New Customers: Vouchers are issued via e-mail and Real Rewards points are loaded to the policy holders nominated Real Rewards account 28 days after the policy start date.

Renewing or Existing Customers: Vouchers are issued via e-mail and Real Rewards points are loaded to the policy holders nominated Real Rewards account 28-45 days after the policy start date. In light of the challenges posed by Covid-19 this additional time for renewal or existing customers is due to allowing such customers an extended period of time to renew.

Important: Providing a correct e-mail address is therefore essential to ensure that you receive your vouchers.

If you have not given an e-mail address or given an incorrect one and/or not provided your Real Rewards card number, please call us on 1890 11 11 11 and we will update your policy details.


Important : Issuing of Vouchers during COVID-19.

As of 27/03 where a customer has provided the required information, we are pleased to confirm that we are fully up to date in issuing vouchers. However as of 27/03, due to restrictions on movement imposed by the Government relating to unnecessary travel, please note the following:

Any customer who has not provided us with a valid email address will not now receive their vouchers by post until the government eases or removes the current travel restrictions. Real Rewards points will continue to be loaded automatically provided a Real Rewards card number has been provided.


Customer Team Get a Quick Quote

Please note, we have made a change to our Opening Hours to 9am – 5pm Monday to Friday. For all non-urgent queries you can continue to reach us on 1890 11 11 11 or via our Mailbox:

Car: supervalumotor@axa.ie

Home: supervaluhome@axa.ie

Travel: supervalu.travelinsurance@chubb.com

If you wish to speak to an agent , please call us on 1890 11 11 11

We hope that you and yours remain safe and supported during this challenging period.

Yours Faithfully

SuperValu Insurance Team

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