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.
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.
Our current card program is provided by Creation Financial Services. If you are an existing Asda Cashback Credit Card Customer and require support please visit Creation's website where more information can be found. Please continue to use your Online Account Manager for making payments and managing preferences as you do today.
Keep up-to-date on any additional updates from Creation on their Coronavirus page.
New: £45 contactless payment limit increase
From 1st April 2020, limit for contactless payments has been increased from £30 to £45 to help reduce the number of occasions you'll need to touch shop terminals. The new limit is still being rolled out so may not be available at all retailers immediately.
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.
The travel industry has seen unprecedented disruption in recent days and weeks and unfortunately we have had to take the decision to pause the sale of travel insurance to new customers.
This was not an easy decision but the landscape is ever changing and our priority is to ensure we are able to continue to offer the service our existing Asda Money customers have come to expect. If you bought one of our policies before 13th March 2020 your policy cover will include claims made due to Coronavirus subject to the policy terms and conditions and Foreign and Commonwealth Office guidance, as long as your trip was also booked before that date. Any element of your trip booked on or after this date will not qualify for Coronavirus related claims.
We understand that if you are due to travel soon, that you may be concerned about your trip. For information on the current position, what to do if you are concerned about the Coronavirus and to find out how your travel insurance can help, see our FAQs.
Due to COVID-19, Asda Travel Money are currently only offering Home Delivery on all travel money purchases via our website. To ensure the protection of our colleagues and customers, all Asda Travel Money bureaux are temporarily closed. We apologise for any inconvenience caused. Please also note that Royal Mail will no longer guarantee deliveries by 1pm the next working day for items posted from Thursday 19 March 2020 onwards therefore you may experience slight delay to your home delivery order.
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 5pmSaturday 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 6pmSaturday - 9am to 1pmSunday – Closed
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.
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.