We're here for you, whatever's going on
Life doesn't always go to plan. If you're dealing with something difficult, whether that's your health, your finances or something else, we'll work with you to make things easier.
Everyone's situation is different, so we don't take a one-size-fits-all approach. Below are some of the ways we can support you, along with independent organisations that specialise in each area.
If none of this quite fits your situation, call us on 0303 003 8104 or use the live chat on our website, and tell us what you need. We'll work it out together.
If your mental health is making things harder than they need to be, we'll slow down and go at your pace.
How we'll help: shorter calls, more time to think, or live chat on our website instead of the phone, whatever works. We'll explain things clearly and won't rush you through a decision.
Further support:
- Mind - 0300 123 3393 - mind.org.uk
- The Samaritans - 116 123 - samaritans.org
- Anxiety UK - 0344 477 5774 - anxietyuk.org.uk
Recovering from or living with illness takes energy you might not have to spare on paperwork. We'll take on as much of the detail as we can.
How we'll help: things fit around you, whether that's a better time of day or handling it over email or live chat on our website. If a call feels like too much, we'll break it down and take it one question at a time.
Further support:
- Maggie's (cancer support) - 0800 888 6678 - maggies.org
- Macmillan Cancer Support - 0800 808 0000 - macmillan.org.uk
If you're living with a physical disability, we want getting insured to be one of the easier parts of your day, not one of the harder ones.
How we'll help: written communication or a carer on the call if that's easier, plus more time on calls and follow-ups in whatever format works for you.
Further support:
- Scope - 0808 800 3333 - scope.org.uk
Call us on 0303 003 8104 or use the live chat on our website, whichever suits you best, and let us know what would help. To deal with your request first time, please include your name, full address, contact number and which product your enquiry relates to.
If you're dyslexic or find our standard print hard to read, let us know by phone or live chat and we'll arrange large print or a different coloured background for you.
Further support:
- Action on Hearing Loss - 0808 808 0123 - actiononhearingloss.org.uk
- Sightline Vision - 0800 587 2252 - sightline.org.uk
If money's tight right now, tell us. We'll look at your policy with you and see what can change, whether that's adjusting cover, removing something you don't need, or checking your details are up to date.
A few things worth knowing first: cutting cover can have knock-on effects, since lenders, landlords and finance agreements often require certain insurance to stay in place.
Paying by monthly instalments? If you pay through premium finance with Premium Credit Limited (PCL), they can talk you through options tailored to your situation. Call them on 0344 736 0539 or visit premiumcredit.com/contact for phone and live chat options.
Free, independent debt advice:
- MoneyHelper - 0800 138 7777 - moneyhelper.org.uk
- Citizens Advice - 0800 144 8848 - citizensadvice.org.uk
- National Debtline - 0808 808 4000 - nationaldebtline.org
- StepChange Debt Charity - 0800 138 1111 - stepchange.org
- Business Debtline - 0800 197 6026 - businessdebtline.org
If you're looking after a family member, we know your time is stretched. We'll work with whoever's easiest for you, not just you alone. A family member, friend or carer can join the conversation.
Further support:
- Carers UK - 0808 808 7777 - carersuk.org
- Age UK - 0800 678 1602 - ageuk.org.uk
- Dementia UK - 0800 888 6678 - dementiauk.org
- Alzheimer's Society - 0333 150 3456 - alzheimers.org.uk
- Mencap - 0808 808 1111 - mencap.org.uk
Losing someone close to you is hard enough without insurance admin on top. Call us on 0303 003 8104 or use the live chat on our website, whichever feels easier, and we'll take care of the details.
What we'll need: the policyholder's name, postcode and date of birth. We'll also ask for a copy of the death certificate before we talk through what happens to the policy.
Further support:
- Cruse Bereavement Care - 0808 808 1677 - cruse.org.uk
- The Bereavement Trust - 0800 435 455 - bereavement-trust.org.uk
- Sands (baby loss) - 0808 164 3332 - sands.org.uk
If you're dealing with domestic abuse, your safety comes first. We'll keep things confidential and adapt how we contact you, including a different contact number or changes to your policy for safety reasons. Call us and ask to speak to someone in confidence, or use the live chat on our website if a phone call could be overheard or isn't safe.
Further support:
- Victim Support - 0808 168 9111 - victimsupport.org.uk
- Women's Aid - womensaid.org.uk
- Men's Advice Line - 0808 801 0327 - mensadviceline.org.uk
Insurance is full of jargon. If it's hard to follow or you need things explained differently, tell us and we'll change how we communicate. Plain English, always, and a friend, family member or carer is welcome in any conversation with us.
Further support:
- Mencap - 0808 808 1111 - mencap.org.uk
- British Dyslexia Association - 0333 405 4567 - bdadyslexia.org.uk
- Dementia UK - 0800 888 6678 - dementiauk.org
- Alzheimer's Society - 0333 150 3456 - alzheimers.org.uk
If you'd like someone else to manage your policy for you, we can add them as a delegated authority on your account. Get in touch by phone on 0303 003 8104 or via live chat on our website, whichever suits you best.
What we'll need: your name and policy details, along with the name, date of birth and contact number of the person you'd like to authorise.
Power of Attorney: if someone holds Lasting Power of Attorney for you, the quickest way to confirm this is for your attorney to give us an access code through the government's View a Lasting Power of Attorney service. This lets us check the LPA online, no paper copy needed.
If your LPA was registered before 1 January 2016, it can't be verified this way, so we'll ask for a certified copy instead.