Like many businesses, we’re following the news surrounding the coronavirus outbreak very closely. During this time, we want to continue to support our customers and have various solutions available should you become affected by coronavirus and experience financial difficulties as a result.

We are making the necessary preparations to protect the safety and well-being of our colleagues and maintain our critical services to our customers and dealers. We have now moved the majority of our workforce to a remote working operation.  This has been very successful and we are continuing to provide our high standards of service to customers.

This is an exceptional time and we are experiencing a much higher volume of calls than usual as a result of enquiries relating to COVID-19.

To help us to support those in the most vulnerable situation we ask that you only call if your enquiry is urgent. It may take you longer than usual to get through, but rest assured we’re working our way to you as quickly as we can. We appreciate your patience at this exceptional time.  

Here’s how to manage the situation from home:

  1. If you are worried about future financial difficulties or want to know what our business continuity plan is, please read through the FAQs below.
  2. If you have been directly affected by coronavirus and are already experiencing financial difficulties as a result, please get in touch with us to discuss matters further.
  3. If you wish to make a payment, obtain a settlement figure, or change your direct debit, you can download the ‘My MotoNovo’ app or register your agreement online here.
  4. If you’re a dealer partner and are concerned about your dealership, please get in touch with your Account Manager by phone or email.


FAQs

Is MotoNovo currently operating as usual?

To protect the safety and well-being of our colleagues and in line with Government advice we are now operating remotely. All colleagues have been given access to laptops with remote access capabilities to applications and data and our telephony teams are using ‘softphone’ technology to ensure we can continue to provide all services for our customers and partners, including telephony coverage, from home while also satisfying our regulatory obligations.

That said, following the government’s latest announcement to put the country in ‘lockdown’, many of our suppliers, including our dealer partners, are no longer open and this limits our ability to support our customers with particular enquiries, where we would need to contact  a supplier or dealer partner to provide a solution for a customer.

I have been financially impacted by COVID-19 coronavirus, can I have a payment holiday (or freeze my account)?

We are here to help. We have a number of options available to support customers impacted by COVID-19. We can agree a period of breathing space, or zero or reduced payments based on an understanding of your individual circumstances. Customers can be assured that there will be no detrimental impact to your credit file should you require support.

Lots of customers are contacting us at the moment and our call wait times are longer than usual. We are doing the right thing by prioritising the most vulnerable or those in immediate need. If your need is not immediate and you are not already behind with your payments (see below if you are)  and you would like to discuss your situation with us, please complete our form and we will get back to you in 7 to 10 days following receipt of your request.

I am already in arrears but am impacted by the coronavirus, can you provide any further extension or support?

We can support you. If you are already behind with your payments you can sign in to our self-serve portal: moneymanager.motonovofinance.com. It will allow you to complete a budget planner and agree a payment solution.

Lots of customers are contacting us at the moment and our call wait times are longer than usual. We are doing the right thing by prioritising the most vulnerable or those in immediate need. If your need is not immediate and you are not already behind with your payments (see below if you are) and you would like to discuss your situation with us, please complete our form and we will get back to you in 7 to 10 days following receipt of your request.

We are a business; can we have a payment break?

We understand that coronavirus is having a business impact; we would look to understand your financial position, your business plans and any provision you have put aside to meet your liabilities during this challenging period. Once we understand your business position we can agree an appropriate way to support you.  We are here to help!

Your phone lines are busy or I am getting an engaged tone, why?

We’re sorry, we are experiencing very high call volumes at the moment and this is making it difficult for some customers to get through to us. Alternatively you can also contact us via email or our online portal (see below). We have put more colleagues onto the telephone to help customers as we are currently experiencing four times our normal telephone volume. We ask for your understanding at this difficult time.

Customer Services

Email: [email protected]

Opening hours: Monday-Friday 9am - 6pm

You can also contact us via MyMotoNovo Self-Serve

Collections (if behind or likely to go behind with your payments)

Email: [email protected]

Opening hours: Monday to Friday 8am to 7pm (close at 6pm Friday), Saturday 9am to 1pm

You can also use our online self-serve portal:  moneymanager.motonovofinance.com

ADDITIONAL SUPPORT

The Government and local councils have made additional support available to individuals and businesses impacted by COVID-19.

  • The government has announced a plan for those affected by coronavirus, more information can be found here
  • The government has also announced an expansion to statutory sick pay for workers required to self-isolate, you can find more information here
  • If you are on benefits, you may be able to get a budgeting loan if you are struggling financially, more information can be found here and here.
Can I apply for assistance from my local council?

In some situations you can apply to your council’s local welfare assistance scheme. These schemes are usually available to people on a low income that are facing financial difficulty. Each local authority runs their own scheme with different qualifying criteria. Some offer small cash loans or grants, food vouchers, free used furniture and so on.

Different emergency funding may be available to you, depending on where you live in the UK. Please check your local council website for more information.

I have MotoCare, how do I claim?

Please call Covéa Insurance directly on 0330 134 8455 to begin your claim. Alternatively, please visit our dedicated claims information page which can be found here.

I am worried about budgeting and making payments if the coronavirus escalates and I can’t go to work, what should I do?

There are some useful external resources to support you to make a budget plan and prepare for any changes in circumstances. The Money Advice Service provides a free online budget planner and advice on how to complete a budget plan.

This can help you to:

  • Increase control over your money
  • Provide an early warning for potential problems
  • Stay on top of what is coming in and what is going out
  • Decide in advance how your money will work for you
  • Determine how much surplus income you have

In addition to this, you may be eligible for reduced monthly payments or government assistance should you be affected by coronavirus. If you continue to be worried about future financial difficulties, please contact us to discuss this.

I’ve heard that fraudsters may take advantage of the coronavirus situation, how can I protect myself from being scammed?

Sadly, amid the global uncertainty, fraudsters have been looking to profiteer by impersonating credible institutions and scamming innocent people. Please read our articlefor some useful tips and resources on how to avoid or report fraud.

I believe I have received fraudulent calls/messages in relation to MotoNovo Finance and coronavirus, what should I do?

Please carefully read this article to find out more about fraudulent activity at this time. If you believe someone has been trying to impersonate MotoNovo Finance or one of our dealerships, please contact [email protected]