As you will appreciate, all our customer service staff have been working hard to keep our services operating during these difficult times. The volumes of questions and queries linked to the coronavirus and the number of policyholder’s looking to renew and restart cover as lockdown restrictions ease have meant that our team is facing an unprecedented workload. Providing quotes and policies for new business cover is also taking us longer than usual. We are trying our best to work through each call and email but please be patient with us if you experience a delay. We are working as hard as possible to ensure we get back to you however, there may be delays when calling our phone service and please allow up to 7 days for us to reach email correspondence.

Practical steps to contacting us:

We have temporarily changed the way we work to ensure we can reply to you as quickly as possible. We are currently operating a reduced telephone line to allow our team time to reply to your queries and process your applications, renewals and mid-term changes. You can contact us during the following times:

  • Monday: 11.00am – 4.00pm
  • Wednesday: 11.00am – 4.00pm
  • Friday : 11.00am – 4.00pm

Wherever possible please contact us by email. Addresses are:

Other methods of contact:

  • Renewals: when your renewal is due please check your renewal pack or quotation letter for ways you can renew. For Affinity clients only, you may have the option to renew your policy online or via our automated phone services.
  • Payments: we have options to pay your premium via BACS, credit card or cheque. For affinity clients who are due for renewal, you may have the option to pay online or over our automated phone service.
  • Coronavirus updates: please check our website for information on your insurance policy and Covid-19 including information on frequently asked questions.

Balens would like to take this opportunity to thank you for your patience and understanding during this time.