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COVID-19 Customer Relief FAQs

To continue to put people first, in June we launched our Motor Policy COVID-19 Relief Fund to support our motor customers during this difficult time. Liberty Insurance committed to give back an amount equal to 15% of two months premium to all eligible customers. The fund provided customers with a choice of either receiving a cash equivalent voucher or donating their relief value to charity.

The deadline to claim from the relief fund was midnight on Friday the 31st of July 2020. The fund is now closed and no further relief claims can be processed.

  1. Is the relief fund still available?
  2. I claimed my relief before the deadline, but I've lost my voucher - can you help?
  3. I didn't log on to the portal to claim my relief - what happens now?
  4. Why didn't I receive an email, letter or SMS from Liberty about this?
  5. Can I claim my relief now?
  6. Can I receive a cash refund or discount on my renewal/direct debit instead of a relief voucher?
  7. What did eligible customers receive?
  8. What was the value of the relief?
  9. I chose to donate to charity - what happened to my donation?
  10. I'm having a problem redeeming my voucher - can you help?
  11. I claimed my relief before midnight on 31st July 2020 but haven’t received my voucher – can you help?
  12. Where can I spend my voucher?
  13. What is the expiry date of my voucher?
  14. Why did Liberty Insurance offer a COVID-19 Relief Fund?
  15. Who was eligible to receive the relief?
  16. My policy lapsed in April, would I have been eligible to receive the refund?
  17. I recently suspended my Liberty Insurance car, taxi, motorcycle or commercial vehicle policy, would I have been included in this initiative?
  18. Was there a minimum relief amount?
  19. I bought my insurance through a broker - am I eligible to access the relief fund?
  20. Were home insurance policies included in this initiative?
  21. My average kilometres increased during the lockdown, will this affect my premium and can I access the relief fund?
  22. Are Liberty Insurance continuing to sell policies and settle claims?
  23. I wish to give feedback on the relief fund process.

About the Relief Fund

  1. Is the relief fund still available?
    Eligible customers were able to access the relief fund through a dedicated Liberty customer portal from Monday 8th June until midnight on Friday the 31st of July. As this deadline has passed, the portal is closed and no further relief claims can be processed.
  2. I claimed my relief before the deadline but I’ve lost my voucher – can you help?
    We recommend you store your relief fund voucher email or hard copy voucher somewhere safe as after the 31st of October 2020 we will be unable to reissue lost vouchers.
  3. I didn’t log onto the portal to claim my relief – what happens now? 
    If you did not log on to the portal to claim your relief before the deadline of midnight on 31st July 2020, Liberty Insurance has automatically donated your eligible relief amount to our charity partners ALONE, Barnardos and Pieta, to support their work with people impacted by COVID-19.
  4. Why didn’t I receive an email, letter or SMS from Liberty about this?
    All eligible customers were contacted by either post, email or SMS with further detail about how to claim their relief. If you did not receive any direct communications from us, it’s likely that your policy did not meet the eligibility criteria as outlined in the terms and conditions here.
  5. Can I claim my relief now?
    No, the deadline to claim relief was midnight 31st July 2020. As this deadline has passed, no further relief claims can be processed. Any unclaimed relief has been donated to charity on our customer’s behalf.  
  6. Can I receive a cash refund or discount on my renewal/direct debit instead of a relief voucher?
    We worked to find a solution that was as accessible and suitable as possible for all our eligible customers. In doing so, we took 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 in a position to offer an alternative to this.
  7. What did eligible customers receive?
    Customers could choose to claim relief as a voucher for Circle K or SuperValu, or alternatively to donate it to the charities ALONE, Barnardos and Pieta House, to support their work with people impacted by COVID-19.
  8. What was the value of relief?
    The relief fund provided 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 received relief worth €30 (€1,200x15% = €180/12 = €15x2 = €30). The customer could choose to donate their relief amount to charity or to claim it as a cash equivalent voucher. Voucher relief amounts were subject to rounding and rounded up to the nearest €5 denomination.
  9. I chose to donate to charity, what happened to my donation?
    Following the closure of the relief fund at midnight on 31st July 2020, all charity donations are being processed. Once this process is complete and the total amounts have been donated to our charity partners ALONE, Barnardos and Pieta, we will make this information available on our website. Please check back again soon.
  10. I’m having a problem redeeming my voucher – can you help?
    Yes, please contact the WIN WIN customer service team on 0818 242 001 or email support@libertyrelief.ie for assistance. Please have your voucher number to hand if possible.
  11. I claimed my relief before midnight on 31st July 2020 but haven’t received my voucher – can you help?
    After the 31st of October 2020, we will be unable to reissue vouchers.
  12. Where can I spend my voucher?
    Vouchers are accepted in Circle K and SuperValu stores across Ireland. Please click the following links to find a list of participating locations: Circle K Store Locator (Please note: vouchers cannot be redeemed at Circle K Express locations) and SuperValu Store Locator.
  13.  What is the expiry date of my voucher?
    SuperValu vouchers expire five years from the date that the digital gift card code was generated. Circle K vouchers are valid until the 31st of July 2025.
  14. Why did Liberty Insurance offer a 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 that were enforced by the Irish government, there was a reduction in road usage for a time during the Pandemic. We created the relief fund to give something back to our customers in response to these observed changes in personal driving.

    Relief Fund Eligibility

  15. Who was eligible to receive the relief?
    You must have had 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 exluded; fleet policies, suspended or laid up policies, and taxi policies which have changed to social, domestic and pleasure cover. You can find the full terms and conditions of the relief fund here.
  16. My policy lapsed in April - would I have been eligible to receive the refund?
    If you fell outside the eligibility criteria outlined above, you would not have been able to access the relief fund.
  17. I recently suspended my Liberty Insurance car, taxi, motorcycle or commercial vehicle policy - would I have been included in this initiative?
    If your policy was suspended or laid up, you would be refunded under the standard process and would not have had access to the relief fund.
  18. Was there a minimum relief amount?
    Yes, the minimum relief amount was €10. For customers that have a lower value policy, this ensured they received at least €10 in value.
  19. I bought my insurance through a broker - am I eligible to access the relief fund?
    The relief fund was available to all eligible customers insured with Liberty through our broker partners. However, as of midnight on 31st July 2020 the fund is now closed and no further relief claims can be processed.

    Additional Queries
  20. Were home insurance policies included in this initiative?
    This relief fund was in response to the reduction in driving and road usage during the COVID-19 pandemic and lockdown and so was applicable to motor policies only. 
  21. My average kilometres increased during lockdown, will this affect my premium and can I access the relief fund?
    If it is the case that your road usage remained the same or increased in recent months (for example, if you are a frontline worker) there will be no increase to premiums. All eligible customers were able to access the relief fund up until the closing date of midnight on 31st July 2020. 
  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. I wish to give feedback on the relief fund process.
    The relief fund portal is now closed and no further relief claims can be processed. If you have an outstanding query or wish to provide feedback on the relief fund process you can do so by emailing feedback@libertyinsurance.ie, or you can send your feedback in writing to our Customer Service Manager at: Liberty Insurance, Dublin Road, Cavan, Co Cavan. If you have already contacted us with a query we will be in touch soon.