COVID-19: The latest updates from Asda Money

COVID-19

The latest updates on the Coronavirus from Asda Money...

During these times of uncertainty, it can be overwhelming to think about your finances. Here at Asda Money we want to ensure that our customers can easily find correct information and clear guidance to help them.

For information specifically about our Asda Money products, please see the notices below. For general financial services help and support, please use the FCA's website as a first port of call, where you'll find dedicated Coronavirus consumer support.

General Information

Avoid Coronavirus scams

A major event like the Coronavirus can see new types of scam activity. The FCA's website gives details of potential Covid-19 scams, how they could affect consumers and how consumers can protect themselves.

 

Consumer credit - FCA proposes temporary financial relief for customers impacted by Coronavirus

The FCA has published a brief consultation on some targeted temporary measures designed as a stop-gap to quickly support users of some consumer credit products who are facing a financial impact because of the current exceptional circumstances.

The measures are for overdrafts, credit cards, store cards and catalogue credit, and personal loans. They are expected to provide a minimum level of financial support for consumers who until now have been financially stable. The measures started to come into force on 9 April 2020.

Please see our guidance below if you are looking for temporary financial relief from an Asda Credit Card or Loan.

Loans

If you have a personal loan that you took out through Asda, and you’re facing difficulties with your finances as a result of the Coronavirus, you can contact your lender directly and ask for a three month payment freeze. They will discuss your current personal circumstances with you and provide you with your options. You will find the contact details for your lender on your loan agreement. 

If your lender is able to offer you a payment freeze, please be reassured that this won’t result in late payment fees and your credit score won't be affected.

Travel Insurance

Our Travel Insurance policy now covers for Medical costs and Cancellation claims on policies where customers or a member of their family / travelling party are diagnosed with Coronavirus, or are personally instructed to quarantine because of Coronavirus by an NHS service or healthcare professional. All other claims relating to COVID-19 or Government restrictions on travel are excluded. If you choose to travel against the FCDO’s advice, you will not be covered for any subsequent claim. For more details on this, please see our FAQs.

Travel Money

We are now starting to re-open some of our in-store bureaux. You can currently buy currency or Click & Collect from an in-store bureau in selected Asda stores, please see here for more information.

To ensure the protection of our colleagues and customers, all other Asda Travel Money bureaux are still temporarily closed. We are working hard to put measures in place to reopen these as soon as possible. We apologise for any inconvenience caused.

However, we are still offering Home Delivery on all travel money purchases via our website. Please also note that Royal Mail no longer guarantee deliveries by 1pm the next working day, therefore you may experience slight delay to your home delivery order.

Pet Insurance

If you are having a problem getting hold of us or your vet you can call the 24 hour Vet Advice Line. You can rest assured that there'll be a veterinary nurse there to help in your time of need. Please call 0800 197 0922 quoting your pet policy number.

 

We understand that your financial circumstances may have been affected by COVID-19, and we want to help where we can. Please check your policy number and take a look at your options below:

If you need support with your payments and your original policy number begins with 'PA' please see our FAQs or contact our customer services on 0370 405 0006 and we'll be happy to discuss options with you.

Lines are open:
Monday – Friday – 9am to 5pm
Saturday and Sunday – Closed

Call charges to 03 numbers will vary.
Calls may be monitored and recorded.

We apologise if we take longer to answer than usual. We're running reduced contact services due to the spread of COVID-19.

 

If you need support with your payments and your original policy number begins with 'ASD', please contact our customer services on 0333 234 0623 and we'll be happy to discuss options with you.

Lines are open:
Monday to Friday - 9am to 6pm
Saturday - 9am to 1pm
Sunday – Closed

Call charges to 03 numbers will vary.
Calls may be monitored and recorded.

If you are paying for your cover by monthly instalments, and have not yet received financial support you can apply for a deferral of payment. Should you wish to apply for this you can do so here.

 

For all other customer service and claims queries, find out how to get in touch here.

Breakdown Cover

In light of the impact that COVID-19 is having globally, we’ve made some changes to how we assist our breakdown customers. 

If you need to make a claim, and you or somebody in your vehicle is self-isolating or showing symptoms of Coronavirus (COVID-19), please tell us when you call. We’ll let our recovery team know, so they can handle your breakdown in the best way possible and take measures to keep themselves safe. 

We’ll continue to offer breakdown recovery in Europe wherever possible. However, government actions such as border closures may affect our service. 

You can continue to contact us in the normal way if you need to make a claim. Thank you for your understanding during these exceptional circumstances.