Credit Cards and Loans – help with our online form

If you applied within the last 10 working days, you’ll receive a letter from us confirming if the emergency payment freeze has been accepted. If it’s been more than two weeks and you haven’t heard from us please call us on 08085 405060 and select option 2 for credit cards and option 3 for loans, we’re here Monday to Friday 8am to 8pm, Saturday 8:30am-6pm and Sunday 9:30am-5:30pm.


Travel Money FAQs


Travel Money Bureau FAQs

All of our in-store travel money bureaux are now closed. This is due to current travel disruption, and so our colleagues can focus on providing food and other essential items in our stores.


Travel Insurance FAQs


Home Insurance FAQs

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.

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.

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.

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

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 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.

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.

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.

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 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.

The Government has announced that all cars, vans and motorcycles, which would usually require an MOT test will be temporarily exempt from 30 March 2020 for a period of 6 months, allowing you to travel to work where this is absolutely necessary or to the shops for necessities in line with government guidelines. Your insurance won’t be affected by this.

If your MOT is due before 30 March 2020 and you’re unable to get a test because of the impact of Covid-19, insurers will be pragmatic and not penalise you. Safety is paramount and it is illegal to drive a car in a dangerous condition, so make sure to check your brakes, tyres and lights before driving. Please remember to get your MOT done as soon as you can.


Life Insurance FAQs

From the 3rd 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 3rd April don't need to be resubmitted.

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

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

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.


Guidance on credit card refunds

If the merchant has confirmed you’ll get a refund:-


Please wait for this to be processed within the timeline advised. If the timeline has expired and you’ve not received a refund, call us on 08085 405060, we’re here Monday to Friday 8am to 8pm and 8am to 6pm Saturday and Sunday. We may need you to provide information in writing about your booking before we process the request.

If the merchant is refusing to refund:-


Please call us on 08085 405060, we’re here Monday to Friday 8am to 8pm and 8am to 6pm Saturday and Sunday, if you think you have a claim against the merchant. We may need you to provide information in writing about your booking before we process the request. This may include details from your merchant confirming they’re refusing to process a refund as well as your booking terms and conditions.

If the merchant has confirmed you’ll get a refund:-


Please wait for this to be processed within the timeline advised. If the timeline has expired and you’ve not received a refund, call us on 08085 405060, we’re here Monday to Friday 8am to 8pm and 8am to 6pm Saturday and Sunday. We may need you to provide information in writing about your booking before we process the request.

If the merchant is refusing to refund:-


Please call us on 08085 405060, we’re here Monday to Friday 8am to 8pm and 8am to 6pm Saturday and Sunday, if you think you have a claim against the merchant. We may need you to provide information in writing about your booking before we process the request. This may include details from your merchant confirming they’re refusing to process a refund as well as your booking terms and conditions.

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