Coronavirus Update

03/04/2020

As the COVID-19 situation continues to change and evolve, we know it’s creating lots of uncertainty for both our customers, colleagues and Agents. We’re truly sorry if this is affecting you, your family and friends and we will do what we can to help you through these troubling times.

We’ll make sure that we keep Agents and our website updated with the latest information and support as the situation unfolds.

Our Agents are still available either on the phone or in person. If you need to talk to anyone about your account, you should always try to get in touch with your Agent first.

Please be aware, it may take longer than usual to get in touch with your Agent.

If you’re not ill or self-isolating and you’re still seeing your Agent

Your Agent will continue to follow government advice about social distancing:

  • They’ll text before they visit to make sure you’re still OK and they can continue to visit
  • They’ll follow Government advice and won’t enter your home unless you are comfortable for them to do so
  • They’ll be as discreet as possible and they’ll limit their time with you to a few minutes
  • They’ll clean any equipment they or you touch (they may ask you not to touch the device)
  • Please note Agents will not be updating payment books for the time being

If you’re ill, self-isolating or NOT seeing your Agent

If you’re ill, self-isolating or not having face to face contact, your Agent won’t be able to visit to collect your repayments. Your Agent will keep in touch with you by phone. 

We have a few payment options available. You can:

  • Make a payment online by clicking here
  • Use our automated payment line by calling 1800 551866
  • Agents are now taking payments over the phone. You can ring your Agent and give them your card details, and they can make the payment for you

If your income is affected

We know that this situation is having, or will have, an impact on some people’s incomes. If you think you might be affected, you might be worried about getting behind with your payments.

If this does happen, we’ll understand.

  • In the first instance, talk to your Agent on the phone or by text and they can walk you through the options available to you
  • We also have a range of FAQ’s online which may help answer your question – you can find them here
  • If you’re finding it difficult to manage your money, but you’re not comfortable in speaking to us, you might find some of the helpful information here useful
  • Alternatively, you can ring our contact centre to talk about your options. Please call 1800 553083

The best thing to do is talk to your Agent in the first instance. There are lots of ways your agent can help if you find yourself struggling to pay.

Where can I find out more about the coronavirus?

The Government website, HSE and World Health Organisation (WHO) are the best sources of information.

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