One Bill Covid-19
Friday 20th March 2020
We want to make sure that you're kept fully up to date with what we're doing at OneBill to maintain our level of customer service during the ongoing virus outbreak, referred to as Coronavirus or COVID-19. We also want to provide you with useful information so that you can continue to successfully manage your bill payments with us.
What we're doing
Our senior leadership team are closely monitoring the guidance provided by the UK Government, making key decisions which will enable us to continue to deliver ongoing service and support for our customers, whilst also maintaining the health and safety of our valued colleagues.
This means we are implementing a number of carefully planned measures designed to protect colleagues, including ensuring we maintain high standards of cleanliness in our offices and encouraging home working as much as we can and where it is safe to do so. Due to our strong IT infrastructure and controls, we are able to balance these measures whilst maintaining a good level of customer service.
There may be certain instances where we may not be able to meet our normal processes or timescales. To help you understand any potential impact, we have provided useful information below.
Helpful information for our OneBill customers
Automated telephone service
Our 24/7 automated telephone service allows you to do any of the following:
- Make a debit card payment Please have your debit card details to hand
- Check the date and amount of your next payment
- Order pre-paid envelopes
- Speak to an advisor (only available between 9am to 5pm Monday to Friday and 9am to 12pm on Saturdays)
Simply call 0345 111 7090 and follow the menu options.
Other useful numbers
For assistance on your existing insurance products:
Covéa Insurance for Accidental, Sickness and Unemployment Cover
Call 0330 134 8578 between 9am to 5pm Monday to Friday
Cardif Pinnacle for Accidental Death and Personal Accident Cover
Call 0344 543 1088 between 9am to 5pm Monday to Friday
Fresh Home Insurance
Call 01527 332569 between 9am to 7pm Monday to Friday and 9am to 12pm on Saturdays
Fresh Vehicle Insurance
Call 01527 435217 between 9am to 7pm Monday to Friday and 9am to 12pm on Saturdays
Call Assist Vehicle Breakdown
Call 0800 056 2760 or 01206 771769 24 hours a day, 7 days a week
Staying safe from fraud and scams
It is important for you to know that your money is safe with us.
Unfortunately, at times like these, fraudsters will be focusing their efforts on exploiting the situation for their own ends. They will use all of the usual methods, including emails, phone calls and text messages. Please watch out for anything suspicious, including messages which appear to be from us or other financial services providers, and never share your security information.
Keeping your money safe
During unprecedented times like these, we can become worried about all aspects of life, including our financial wellbeing. Please be assured that, as an established financial services provider, your money is safe with us.
If you are experiencing personal hardship and need to discuss your payments, please call our friendly team on 0345 111 7090 between 9am to 5pm Monday to Friday and 9am to 12pm on Saturdays (we're closed on Sundays) and follow the menu options.