Coronavirus (COVID-19): How are we responding?

20th March 2020

Coronavirus is affecting us all and as the situation continues to evolve, so does our response. During this period, many of our customers are being affected by cancelled travel plans or events, or interruption to their business, and where our policies cover these events, we are handling claims swiftly and fairly.  Please see the links below to our relevant local company websites for more details on specific products and claims. 
We currently have over 95% of our 3500+ staff around the world, from claims and underwriting, to IT and operations, all working from home. We are supporting them via flexible working as, in many cases, they juggle work with childcare, and providing mental health and wellbeing services through our employee assistance programmes and our employee network, WeMind. As this will be an extended shutdown in many countries for months not weeks, we will stand by our existing staff by retaining all current roles during this time. Where we can, we are reorganising ourselves and redeploying more people to provide frontline support. We aim to operate as close to business as usual as possible, but because of the circumstances we may fall short of our usual service levels, so please bear with us as we work to return to normal standards. 
We have also established four distinct workstreams, led by senior executives, to manage our response. They cover our ability to operate effectively and the day-to-day coordination of the business; underwriting exposure and customer service through claims; maintaining our financial flexibility and resilience; and working with our regulators and governments around the world.
This is not the first time we have worked through these kinds of challenging circumstances. It may be uncomfortable and unsettling, but we continue to apply the same diligence and attention as ever to our people, our customers and our investors. 

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