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COVID-19 Customer Relief FAQs

 

To continue to put people first, we have launched a Motor Policy COVID-19 Relief Fund to support our motor customers during this difficult time. Liberty Insurance is committed to give back an amount equal to 15% of two months premium to all eligible customers. The fund will provide customers with a choice of either receiving a cash equivalent voucher or donating their relief value to charities ALONE, Barnardos and Pieta to support their work with people impacted by COVID-19. 

Please be advised that these FAQs will be revised on a regular basis as we work through the relief fund process.

  1. Why is Liberty Insurance offering the COVID-19 Relief Fund?
  2. Am I eligible to receive the relief?
  3. My policy lapsed in April, am I eligible to receive the refund?
  4. I have recently suspended my Liberty Insurance car, taxi, motorcycle or commercial vehicle policy, will I be included in this initiative?
  5. What is the value of the relief?
  6. Is there a minimum relief amount?
  7. What will I receive?
  8. Can I receive a cash refund or discount on my renewal/direct debit instead of a voucher?
  9. When will this be available?
  10. I bought my insurance through a broker – am I eligible to access the relief fund?
  11. What if I do nothing and do not log on to the portal to obtain my relief?
  12. How do I claim my relief?
  13. Can I split my relief amount between a voucher and a charity donation?
  14. I have more than one Liberty Insurance policy - can I claim relief on each?
  15. How long do I have to claim my relief?
  16. How will I receive my voucher?
  17. My policy is in a company name. How do I login?
  18. If I have problems logging into the portal, can you help?
  19. Are home insurance policies included in this initiative?
  20. My average kilometres have increased during the lockdown, will this affect my premium and can I access the relief fund?
  21. Why have I not received an email, letter or SMS from Liberty about this?
  22. Are Liberty Insurance continuing to sell policies and settle claims?
  23. My favourite charity is not listed here. Why?

About the Relief Fund

  1. Why is Liberty Insurance offering the COVID-19 Relief Fund?
    At Liberty Insurance we have been working to support our customers through the challenges of the COVID-19 pandemic. Our priority remains to do the right thing for our customers and to protect the welfare of our employees. Due to social distancing and travel restrictions enforced by the Irish government, there has been a reduction in road usage in recent months. We created the relief fund to give something back to our customers in response to these observed changes in personal driving.
  2. Am I eligible to receive the relief?
    You must have an active Liberty Insurance motor policy for 45 consecutive days between 1st April and 31st May 2020 to be eligible for the relief. The relief fund excludes: fleet policies, suspended or laid up policies, taxi policies which have changed to social, domestic and pleasure cover. You can find the full terms and conditions of the fund here.
  3. My policy lapsed in April, am I eligible to receive the refund?
    If you fall outside the eligibility criteria outlined above, you will not be able to access the relief fund.
  4. I have recently suspended my Liberty Insurance car, taxi, motorcycle or commercial vehicle policy, will I be included in this initiative?
    If your policy has been suspended or laid up you will be refunded under the standard process and will not have access to the relief fund.
  5. What is the value of the relief?
    The relief fund provides eligible car, taxi, motorcycle and commercial vehicle insurance policyholders (excluding fleet) with the cash equivalent value of 15% of two months of their premium. For example, if a customer's premium is €1,200, they will receive relief worth €30 (€1,200x15% = €180/12 = €15x2 = €30). The customer can choose to donate their relief amount to charity or to claim it as a cash equivalent voucher. You will be shown the value of your relief amount when you log into the dedicated Liberty customer portal at www.libertyrelief.ie. Relief amounts shown in the portal are subject to rounding and rounded up to the nearest €5 denomination.
  6. Is there a minimum relief amount?
    Yes, the minimum relief amount is €10. For customers that have a lower value policy, this ensures they will receive at least €10 in value.
  7. What will I receive?
    You can choose to claim your relief as a voucher for Circle K or SuperValu, or you can choose to donate it to charities ALONE, Barnardos and Pieta to support their work with people impacted by COVID-19. If you choose to make a charitable donation, Liberty will make the payment on your behalf directly to the charities.
  8. Can I receive a cash refund or discount on my renewal/direct debit instead of a voucher?
    We have worked to find a solution that is as accessible and suitable as possible for all our customers. We have taken the decision to provide relief through vouchers and/or enabling our customers to make donations direct to charities working with people impacted by COVID-19. We are not offering cash returns, discounts on direct debit payments or future renewals, or to exchange vouchers for cash.
  9. When will this be available?
    From Monday 8th June, you can access the relief fund through our dedicated customer portal at www.libertyrelief.ie. We are contacting all eligible customers via email, post or SMS with more detail.
  10. I bought my insurance through a broker – am I eligible to access the relief fund?
    Yes, the relief fund is available to all eligible customers insured with Liberty through our broker partners. Please visit www.libertyrelief.ie for more information and to claim your relief.
  11. What if I do nothing and do not log on to the portal to obtain my relief?
    If you do not log on to the portal to claim your relief before the deadline of 31st July 2020, Liberty Insurance will automatically donate on your behalf the exact amount you are entitled to from the fund to charities ALONE, Barnardos and Pieta to support heir work with people impacted by COVID-19.

    Claiming your relief

  12. How do I claim my relief?
    From Monday 8th June, you can access the relief fund through our dedicated customer portal at www.libertyrelief.ie. You will be able to log in to our dedicated customer portal using your date of birth and Liberty policy reference number, which you can find on your insurance disc or certificate. Your policy reference number will look like this: GEI/QMP/123456789 or this WB0000012345. Once you have logged in, you will be shown the value of your relief. You can then choose to donate to charity or to receive your relief in vouchers from either Circle K or SuperValu. Relief amounts are subject to rounding and have been rounded upwards to the nearest €5 denomination to maximise the benefit for our customers. If you choose to donate to charity, this amount will be rounded up to the nearest €5 denomination.
  13. Can I split my relief amount between a voucher and a charity donation?
    Relief amounts up to €50 must be redeemed in a single voucher selection (i.e. customers must choose between selecting a voucher or donating the full amount to charity). Voucher value amounts above €50 can be split between vouchers and/or charity donation.
  14. I have more than one Liberty Insurance policy - can I claim relief on each?
    Yes, if you have more than one Liberty motor insurance policy, you can claim your relief for each policy separately by logging in using each unique policy reference number.
  15. How long do I have to claim my relief?
    The relief fund customer portal will remain open until 31st July, but we encourage you to log in and claim your relief before that date. After the 31st July, the portal will close. We will be unable to process any relief requests after this date. At this time, Liberty will donate any unclaimed relief to charity on behalf of our customers.
  16. How will I receive my voucher?
    Once logged into the portal, you are asked to make a voucher selection. After you confirm your selection you will be presented with the option to email the voucher to an email address specified by you, view the voucher, download it as a PDF, or print it. You can utilise all or one of these options, but we encourage you to store your vouchers safely for future use. Once the portal is closed on 31st of July, you will no longer be able to access your vouchers. Vouchers are valid for approximately five years from the date they are generated. You can read the full terms and conditions for both the Circle K and SuperValu vouchers here.
  17. My policy is in a company name. How do I login?
    Enter the policy number and the date of birth of the first named driver on the policy, which you can find on your certificate of insurance.
  18. If I have problems logging into the portal, can you help?
    In the first instance, please make sure your policy number and date of birth are entered correctly. You may wish to check your schedule of insurance to confirm we have the correct date of birth on file for you; the date of birth on your schedule of insurance is the one that will be recognised for log-in. If you are still having difficulties logging in, it may be that you are not eligible for the relief fund. You can contact our contact centre for additional support at reliefenquiries@libertyinsurance.ie or call 01 553 4488.

    Additional queries

  19. Are home insurance policies included in this initiative?
    This relief fund is in response to the recent reduction in driving and road usage and so is applicable to motor policies only.
  20. My average kilometres have increased during the lockdown, will this affect my premium and can I access the relief fund?
    If it is the case that your road usage has remained the same or increased in recent months (for example, if you are a frontline worker) there will be no increase to premiums. You will have access to the relief fund provided you meet the eligibility criteria as outlined above. You can find the full terms and conditions of the relief fund here.
  21. Why have I not received an email, letter or SMS from Liberty about this?
    If you have not received any direct communications from us about the relief fund, it’s likely that your policy does not meet the eligibility criteria as outlined above.
  22. Are Liberty Insurance continuing to sell policies and settle claims?
    Yes, during these challenging times we are continuing to welcome new customers and support our existing customers with their motor and home claims and emergencies. We are continuing to provide a fully resourced claims function servicing new and on-going claims, to answer 99% of calls within 20 seconds and to resolve 97% of our damage claims with no quibble.
  23. My favourite charity is not listed here. Why?
    Due to COVID-19, charities are facing difficult times. Through this scheme, we are giving Liberty customers the opportunity to donate to three different charities - ALONE, Barnardos and Pieta. These chosen charities are doing important work in different areas and communities around the country to support people of all ages who have been impacted by this pandemic.