Support FAQs
Additional Support
Yes. We understand that life events or personal circumstances can make dealing with insurance harder. If you’re finding it difficult to manage a claim, cancellation, or policy change, we’ll take reasonable steps to support you.
If you think you might need additional support due to your personal or financial circumstances, you can tell us:
- During a claim or policy phone call
- Through our online contact options
- By asking someone you trust to contact us on your behalf
There’s no formal process — simply let us know what would help
We have the ability to flag on systems, to ensure all call handlers are aware during all interactions.
If we believe you may be vulnerable and are concerned about your ability to engage or make informed decisions, we may pause certain actions and seek internal guidance to make sure we act appropriately and in your best interests. This is only done when necessary and in line with our regulatory responsibilities.
We only use information about your support requirements to tailor your support if required and make reasonable adjustments where needed.
We’ll take reasonable steps to make sure:
- The claims process is explained clearly
- You understand what information is needed and why
- Decisions are made fairly and without unnecessary pressure
You can ask us to slow things down or explain anything again at any point.
Where appropriate, we may check that the support we’ve put in place is still suitable. You can ask us to change or stop this at any time.
