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Coronavirus help and guidance

Coronavirus could affect you in many different ways and we know you may have concerns about the knock on effect on your money and wellbeing.

We've put together some additional support and information to help you.

 

Financial support

We’re here to help you if coronavirus is having an impact on your finances. There is a package of support available, but we know everyone’s situation will be different.

If you’re in financial difficulty, please visit our financial support page for help and support.

We've been working hard to develop solutions to help customers in financial difficulty manage their loan and credit card repayments. For updated information on the support available for loans visit our financial support page. We'll update this site with more information about credit cards repayments as soon as possible. Please bear with us and only call if it's urgent, so we can help those most in need.

 

Disruption to travel and events

If you’re due to travel abroad or are already abroad and have Travel Insurance with us

If you’re travelling abroad or are already abroad and have Travel Insurance with us and are concerned about the impact of coronavirus on your plans, please see our frequently asked questions.

If you’re considering taking out Travel Insurance today, already have a quote or are looking to renew

We’ve been closely following the news and advice around the coronavirus, which has continued to evolve quickly.

With the ongoing global situation and FCO guidance, we have decided to focus our attention on existing customers whose travel plans may have been disrupted, and to withdraw first direct Travel Insurance to new customers.

We hope this will only be a temporary measure, and we’ll continue to keep a close eye on the situation.

What this means for you

If you don’t currently hold a first direct Travel Insurance policy
You won’t be able to get a new quote or buy first direct Travel Insurance.

If you already have a quote 
Your quote is valid for 30 days, which means that you can still purchase a policy within this 30 day validity period. No cover will be provided against coronavirus. To discuss your existing quote within its 30-day validity period please call us on 03450 308719.

Travel insurance is designed to cover unforeseen events. In light of the ongoing global situation with coronavirus as widely reported in the media, there is now a high likelihood your travel plans may be impacted. Depending upon your destination, you may therefore not be covered under your policy for cancellation or abandonment because coronavirus is now a known event. Please read your policy documents before booking a trip.

If you’re an existing travel insurance customer
You’ll still be able to renew your annual policy. No cover will be provided against coronavirus.

Travel insurance is designed to cover unforeseen events. In light of the ongoing global situation with coronavirus as widely reported in the media, there is now a high likelihood your travel plans may be impacted. Depending upon your destination, you may therefore not be covered under your policy for cancellation or abandonment because coronavirus is now a known event. Please read your policy documents before booking a trip.

 

A trip or event has been cancelled that you have purchased on your first direct debit or credit card and you are looking to claim your money back

If your trip or event has been cancelled or if you have not received something you’ve purchased on your first direct debit or credit card and are looking to claim your money back, you need to start by contacting the company where you have purchased the goods or services (e.g. the airline if you have purchased airline tickets). They may offer you a different date or a full refund, this is likely to be the quickest way to get the resolution you want. It is also worth checking your insurance policies.

If you haven’t been able to obtain a refund or a suitable alternative from the retailer, please contact us to query the transaction or raise a dispute.

If you can’t dispute a transaction you made with your credit card, then it may be possible to claim under something called Section 75.  Under Section 75 of the Consumer Credit Act, your credit card company is jointly liable if something goes wrong with a product or a service you've paid for by credit card. You can potentially claim for any breach of contract or misrepresentation by the company from which you've bought your goods but this will depend on the specific details of your case.

In order to start a claim, you will need to tell us exactly what happened, and give us all relevant documents to support your claim. 

If you choose not to attend an event or to travel

If you are worried about travelling or attending an event and decide to cancel, any refunds will be subject to the refund policy within the supplier’s terms and conditions. You should check with your travel insurance provider and the company you booked with before you cancel as you may not be entitled to a refund if you have voluntarily opted to cancel. It is worth contacting the supplier in case they are willing to offer a refund or alternative as a gesture of goodwill in the current exceptional circumstances.  

 

Staying safe - Beware of fraud

Some criminals are using the coronavirus outbreak as an opportunity to scam the public. This includes offering medical products, guidance or a safe haven for money. Remember, first direct will never ask you to move money to a safe account. Please remain vigilant and stay up to date with the latest information on our fraud and security page.

 

Manage your money

Coronavirus is having a widespread impact on our day to day lives and we know this may also mean you need to manage your money differently.

Whether you’re at home more or are just looking to limit non-essential interactions with people when you are out and about, we have a variety of ways to help you go contactless and cash-free. 

  • make sure you’ve added your debit/credit card to your digital wallet on your phone so you can use Apple Pay, Google Pay or Samsung Pay*. Unlike contactless on your card, most retailers do not have a limit on the amount you can pay this way
  • you can make payments to friends and family quickly and easily in the app and online banking. So if you are self-isolating and need to pay someone who’s helping you out all you need is their full name and account number
  • with Paym and fdpay you can send and receive money to anyone who's also signed up, just using their mobile number 
  • for smaller transactions up to £30 you can use contactless on your card. It's available wherever you seen this sign:

If you do need to deposit or withdraw cash, ATM’s are still operating and both Post offices and HSBC branches are working hard to remain open, however some may be closed or opening with a reduced service. Please visit the HSBC branch finder to review the latest opening times for your local branch.

For more information about the range of options available to you, see our ways to bank. Alternatively, if you need to speak to us we are still here 24 hours a day 7 days a week.

Keeping our services running

To make sure we can carry on giving you the support you need while ensuring that our people are being looked after too we are having to temporarily change the opening hours of some of our departments. You can find our latest opening hours on our contact us page. Our service status page is also available to let you know how each of our services are running.

 

* Apple Pay is a trademark of Apple Inc., registered in the US and other countries.

  Google Pay is a trademark of Google LLC.

  Samsung Pay is a trademark of Samsung Electronics Co. Ltd.

Using your first direct credit or debit card with Apple Pay, Google Pay or Samsung Pay is subject to terms and conditions.