Coronavirus Main Help & Support Centre

Guidance on credit card refunds

Usually the quickest and easiest way to get a refund is to go to the retailer first. For a holiday or trip, this may include the hotel, travel agent or airline. Or for an event this may be the events company or venue.

Holidays & Travel - if the government advises against travel to your destination, then it’s likely that your travel provider will cancel your trip and offer a refund or an alternative date/voucher. If your travel plans are still in place, but you no longer want to travel, we can’t raise a request for a refund for you. You’ll need to discuss whether a refund is possible direct with your travel provider. In many cases, travel is protected under industry schemes and you may be eligible for a refund.

If the holiday / travel retailer has confirmed you'll get a refund

Please wait for this to be processed within 14 days of cancellation. If the 14 day timeline has expired and you’ve not received a refund there are other possible routes for you to claim your money back.

If you paid for you holiday with your credit card, we may be able to raise a request for you. We may need you to provide information in writing about your booking before we process your request. Or you can submit a travel insurance claim.

If your holiday company is no longer operating

You should look at the company’s website for more information on how to get a refund as most package holidays are covered by ATOL.

Other refund requests (i.e. for an event this may be the events company or venue)

You should contact the retailer to check they are still processing your refund. Failing this, we may be able to raise a request for you to claim your money back through your credit card. We may need you to provide information in writing about your booking before we process your request.

What if I made my booking with a third party and not directly with the retailer? (For example a theatre ticket booking company)

If you’ve booked through a third party contact the company you booked with for more information on your options for a refund.

Travel Money FAQs

I've recently bought foreign currency from you but now I don't need it, what can I do?

We’ll refund the full amount of travel money at the rate you bought it, if you return it within 28 days of the date you purchased. You can do this at an in-store bureau. After 28 days, our buy back rate will apply. Buy back rates vary daily. Make sure you have your proof of purchase to hand.

You can find out more details here.

Travel Money Bureau FAQs

Can I buy foreign currency in store?

Due to recent Government restrictions our travel money bureaux are temporarily closed.

Travel Insurance FAQs

My travel plans have been disrupted as a result of COVID-19. What am I covered for?

You can find out more details here.

Home Insurance FAQs

Does my policy cover me for working from home?

If you are an office-based worker and need to work from home because of government advice or because you need to self-isolate, your home insurance cover will not be affected. You do not need to contact us to update your cover.

Sainsbury's Bank contents insurance will cover you for loss or damage to business equipment, used for clerical business purposes, while in your home if caused by an insured event.

Please note, non clerical business equipment won't be covered. In most cases your employer will have insurance for this.

A friend or relative is staying with me during the lockdown period. Will this affect my home insurance?

We understand during these unprecedented times that some people may need additional support and care. You don't need to contact us if you have additional long-stay guests. This advice is subject to change depending on the length of time that Government require the current social distancing requirements.

I have a guest staying with me during Coronavirus lockdown, will their possessions be covered while they stay with me?

Yes, your home contents insurance policy will cover the belongings of guests/vistors.

I have been quarantined or am unable to travel from abroad and therefore my home may be left unoccupied for over the 60 day limit on my policy. Will I be covered?

We understand that some customers may be away from home longer than intended. If your home is likely to be unoccupied for more than 60 days, please contact our customer service team.

Can I still make a claim on my home insurance policy?

Sainsbury's Bank and our insurers work closely with service providers to do everything possible in these challenging circumstances to continue to handle claims and support our customers. We recognise there will be many customers who will need additional support and insurers will prioritise those in vulnerable circumstances.

Car Insurance FAQs

If I have to self-isolate and need someone to drive my car to the shop to pick up supplies for me, will they be insured?

You can login to online servicing and add them as a named driver to your policy, if you have comprehensive insurance and want to ensure that damage to your own car is covered when someone else uses your car.

If the person who is helping you has car insurance that includes a “Driving Other Cars” section and they use your car with your permission, they can drive your car. However, this usually only provides third-party cover and “Driving Other Cars” is intended for short-term emergency use.

If I have to drive to work now instead of getting public transport, will my car insurance still be valid?

If you have to drive to your workplace because of the impact of Covid-19 you don't need to contact us, your insurance policy will still be valid.

If you work in one of the critical sectors listed by the government and you need to use your own car to drive to different locations for work purposes because of the impact of Covid-19. You don't need to contact us, your cover will not be affected.

Am I still covered under my car insurance policy if I can't work from home and need to drive to my place of work?

If you have to drive to your workplace because of the impact of COVID-19, your insurance policy will not be affected. You do not need to contact us to extend your cover.

Can I still make a claim on my car insurance policy?

Am I still covered under my car insurance policy if I need to use my car to support my community, for example, using it to deliver medicines and groceries to those affected by COVID-19?

If you are using your own car for voluntary purposes to transport medicines or groceries to support others who are impacted by COVID-19, your cover will not be affected. You do not need to contact us to extend your cover.

If I'm classed as a key worker and I need to use my car am I still covered?

If your work* is critical to the national response to COVID-19 and you need to use your own car to drive to different locations for work purposes because of the impact of Covid-19, your cover will not be affected. You do not need to contact us to extend your cover.

*These commitments apply to private cars insured on private car insurance policies only. This does not cover use for hire or reward purposes. Key workers applies to everyone who works in one of the critical sectors listed by the government.

Life Insurance FAQs

Will COVID-19 affect me taking out a new life policy?

From 3 April 2020 new questions will be added to our application in light of the continued progress of COVID-19. Depending on your situation your application will be postponed as follows;

If you’ve tested positive or been diagnosed with COVID-19 we’ll ask you to reapply 90 days following the end of your symptoms
If you’ve experienced/ are experiencing symptoms we’ll ask you to reapply 30 days following the end of your of symptoms
If you’ve been in contact with someone who is diagnosed or experiencing symptoms we’ll ask you to reapply 14 days after your last contact date, providing you have been free of symptoms for 30 days.

If the above doesn't apply to you, you’ll be able to continue with your application as normal.

Applications submitted before 3 April don't need to be resubmitted.

Any application that's requoted after 3 April will be asked the new COVID-19 related questions.

Will you exclude COVID-19 in any new plans being taken out?

We have no current plans to apply an exclusion. We’ll continue to monitor the situation as it develops.

How will COVID-19 affect a claim?

Bereavement

In the unfortunate event that COVID-19 leads to a claim, we’ll approach this as we normally would. Please refer to your policy documents for information on what would be a valid claim, including any exclusions that may apply to your policy.

Critical Illness Cover

COVID-19 isn’t a specified critical illness under the terms of our policy. In the unfortunate event that you were to develop a critical illness that we cover as a result of Coronavirus, we would approach this claim in the same way as we would usually. For more details of your policy please refer to your policy documents.