HSB response to Covid-19 pandemic

As the effects of the Coronavirus (COVID-19) pandemic are felt across the globe, our top priorities as a business are the wellbeing of our employees and their families, and ensuring we continue to support and deliver the highest level of service to our customers.

Our Emergency Management Group is continually meeting and reviewing guidance from the World Health Organisation (WHO), the UK and Irish Governments and our parent company, Munich Re.

This group is addressing active and ongoing disease surveillance, workforce protection and management, supply chain management and risks, travel and facility access restrictions, and quarantine measures as defined in our Business Continuity Plan.

The senior management team and Board of Directors of HSB take the COVID-19 threat seriously, and we want to assure you that we are prepared for a broad range of potential scenarios. We also want to reassure you that we continue to operate our business as usual.

Maintaining business as usual - here’s what we are doing

Customer service

Our customer service teams remain committed to providing an uninterrupted service to our customers. All our office-based teams (including Business Development, E-Trade, customer services, Underwriting and Claims) are now working remotely. They have the technology and resources to ensure that it is business as usual, as far as it is possible, during these challenging times.

• All our customer service teams are available to help you with your new business and renewal enquiries.
• Our Claims team are available to support all first notice of loss and claims enquiries.
• Our e-trade solutions via HSB Fast Track and Acturis continue to be available to support our brokers and intermediaries with online trading for our insurance products.
• All office phones have been diverted to mobiles, so customers can continue to speak to their usual HSB contact.
• All emails are being dealt with in the usual manner. If you need to contact one of our customer service teams, click here for a list of their email addresses.
• All our employees have access to Skype conferencing facilities, so are able to conduct meetings and customer appointments virtually.

Inspection service

In line with UK and Irish government restrictions, we are currently continuing with inspection service delivery, where we are able to do so.

• Following the latest UK and Irish government restrictions, we are operating our inspection service across the UK and Ireland in accordance with HSE, HSA and SAFed guidance. We continue to provide inspection services for essential services, which support the national health services and infrastructure.
• Our engineering customer support teams are available to help you with inspection enquiries.
• All our engineers are contacting customers due for inspections to discuss requirements.

Employee wellbeing

The health, safety and wellbeing of our employees is of paramount importance to us. Steps being taken to keep our colleagues safe include:

• All of our office-based teams are now working remotely.
• All our engineer surveyors delivering statutory inspections in the UK and Ireland are checking the risk status of customer premises before they visit, and are being provided with the appropriate PPE equipment to enable them to safely work at customer locations.
• All employees with underlying health issues, or are in an identified risk group, have identified themselves, so we can manage their work situation.
• We continue to communicate best practices for protecting employee health and ensuring the continued wellbeing of our employees.

Contacting us

If you have any questions or queries 

Authored by HSB