In what is a very difficult time for everyone, we understand our customers will have questions regarding their policies and finances in general.

Whilst official sources such as Gov.ukForeign and Commonwealth Office and the World Health Organisation should be referred to for wider updates, the questions below are the most common ones we are currently being asked by our customers at this time.

Hopefully, you will find these useful and we will continue to monitor and update them going forward.

The advice and guidance provided have been reviewed in line with the advice and recommendations of Government and public health bodies.

Q: What is the best way to communicate with Wesleyan during this period?

A: To reduce the risk of coronavirus, we have fewer members in our Customer Relationship Centre, so this means it may take a little longer to get in touch, especially if you try to call us.

Many colleagues are now working from home, so to ensure your query is managed efficiently, please contact us via:

During this time, we are available Monday to Friday 9.00am - 5.00pm.

Q: Can I have a meeting with my Financial Consultant?

A: We are committed to meeting the needs of our customers throughout this challenging period.

Your Wesleyan Financial Services Consultant remains available for personal remote appointments via phone or video and will discuss how best to conduct that meeting with you.

Q: What is Wesleyan doing to mitigate the impact of the coronavirus on my investments?

A: Our in-house team continue to monitor the situation closely and are buying shares that should benefit your investments over the long term.

We would like to offer you reassurance that despite the recent falls in global stock markets, we take a long-term view when it comes to investing, and you should know that your investments with Wesleyan are in good hands.

You can read more about this in our latest update. You can also watch the latest video featuring our Director of Investments, Martin Lawrence.

Q: Does my travel insurance cover a holiday I cancel due to risk of the COVID-19?

A: The Association of British Insurers (ABI) has published information on the travel insurance implications of Covid-19. If you have a policy with us, our Travel Insurance team have provided further information. Follow this link: Coronavirus.will it affect your travel plans?.

If you have a policy with us, our Travel Insurance team has provided further information.

Q: Should I still travel abroad?

A: The Government is currently advising against all but essential travel outside the UK. Our insurance experts have provided further information.

The information provided below relates to policies issued by Wesleyan Assurance Society. If you have a policy that was recommended by a Wesleyan Financial Services Consultant, but issued by another insurer, you should contact them direct.

We will, as always, strive to do the right thing by our customers and especially so in these difficult times bearing in mind that many of you are on the front line of this crisis. We aim to support our customers within the terms of their policy and will look at individual situations to help ensure the best possible outcome.

Q. I have been told not to work because of the coronavirus pandemic and I am worried what would happen if I become unable to keep paying my premiums for the policy. What should I do?

A. Especially with people's health at risk right now, it is important to ensure that your cover stays in force so that we can pay a claim if it arises. If, because of financial hardship, you find yourself unable to pay the premiums, please contact us.

We will be happy to discuss potential options to help keep your cover in force, for example, by using a plan break or delaying collection of premiums temporarily. Our phone lines are particularly busy at this time, so please email us at: Protection-Servicing@wesleyan.co.uk and we will arrange a call back to discuss the position with you.

If you need to speak with us urgently, you can call us on 0800 316 5049 but please bear with us if there is a delay in answering.

Q. Can I claim on my Critical Illness Cover policy?

A. No. This type of policy pays out a cash lump sum if you experience one of the events listed in the policy. Covid-19 infection (or anything like it) is not one of those listed.

Q. Can I claim on my income protection plan if I become infected with the coronavirus?

A. The simple answer is "yes". We would treat coronavirus infection in the same as if you were to suffer any other health condition that impacted your ability to work.

However, evidence to date suggests the illness is likely to be short-lived (like flu), so will probably not last long enough to trigger a claim. Your policy document will state when benefit payments start to be made (referred to as the 'deferred period').

If you are employed, this short spell will probably be covered by your employer's sick pay scheme in any case, so there would be no need to claim under your policy.

If you are self-employed, your absence would have to extend beyond the deferred period in your policy before we can pay your claim.

If you are diagnosed as having the coronavirus, and your absence extends beyond the deferred period, we will of course consider a claim.

Given that people are being advised not to contact their GP if they are having flu-like symptoms, and most people are not being tested for the virus, we will accept the claim at face value without asking for the usual supporting evidence.

If you have an underlying health condition exacerbated by infection with the virus, we would treat the period of self-isolation as the commencement date for the purposes of the deferred period.

Currently customers who are self-isolating as a precaution would not be able to claim unless they become ill. However, we are monitoring this situation daily and may review our position. Please check the website for updates or contact us for more information if you are in this situation.

Q. I understand that any claim I make for income protection is based on my earnings over the previous 12 months leading up to the start of my illness. If, in the months ahead, I cannot work and therefore suffer a drop in my earnings, how much will I be able to claim if I then become ill?

A. In these circumstances, we will consider any claim based on your earnings in the 12 months up to 1st March this year.

Q. Can I make a claim on my income protection policy if I am in self-isolation because I am in the 'At Risk 'category?

A. If you are in the 'At Risk' category because of pregnancy, we will consider a claim as if you were too ill to work. If you are self-isolating as a precaution for any other reason, we would not pay a claim - unless of course you subsequently become too ill to work.

Although periods of self-isolation are not covered by your income protection policy, we will however treat the deferred period as starting from the beginning of your 14-day self-isolation.

Our phone lines are particularly busy at this time, so please email us at: Protection-Servicing@wesleyan.co.uk and we will arrange a call back to discuss the position with you.

Q: I’ve made a payment to you but haven’t heard anything, should I get in touch with you?

A: All payments made to us have been received and we’re not aware of any issues. It normally takes about three days for us to receive payments from the bank. Once we’ve received the payment, it’s usually processed in about three or four days. So, if you’ve made a payment to us within the last 10 working days, then please don’t contact us and await confirmation.

Q: Will I lose out on potential growth because of the time you’ve taken to receive and process my payment?

A: We apply your payment on the date the bank tells us that it was made, so you won’t lose out because we process the payment at a later date.

Q: I made a payment to you for my Pension or ISA before the end of the tax year but haven’t heard anything yet, will it be treated as paid in the 2019/20 tax year.

A: We apply your payment on the date the bank tells us that it was made, so if that was before 5 April 2020 or earlier, then we’ll treat it as being paid in the 2019/20 tax year.

Q: I haven’t yet received confirmation in the post for the payment I made to you, should I get in touch?

A: There’s a minimum number of staff in the office to print and send paperwork to you at this time. Where possible, we’ll contact you by phone or email to confirm. Also, we are experiencing a higher number of payments to process because of the end of the tax year. Therefore, there may be a delay of up to two months for the paperwork to be sent to you.

Q: I’ve made a request to take money out of my plan but haven’t heard anything, should I get in touch with you?

A: Because of the large numbers of staff working from home and higher volumes of enquiries, it’s currently taking a little longer to process requests to take money out of our plans. We’re currently endeavouring to process most requests within five days. Also, we’ve found that the banks are currently taking longer getting money to customers once payments have been sent by us. So, if you’ve if you’ve requested to take money from your plan within the last 10 working days, then please bear with us and await confirmation.

Cheque payments are taking longer than usual because of the limited amount of staff in the office to send these out, so where possible, we’re encouraging customers to choose to receive payments by BACS (bank transfer).


Q: Why haven't received my Wesleyan Bank annual statement yet?

A: We apologise for the delay in sending out annual statements this year. This is due to obstacles posed by the COVID-19 crisis. We will still provide statements and plan to issue them when the current stay at home restrictions are relaxed. We appreciate your patience during this time.