Customer Support

Any change in your life can make you vulnerable and in need of emotional, legal, or financial advice. Below are resources, charities, and organisations that may help.

Vision and cognition

If you have a visual impairment or disability, changing the settings of your internet browser or using voice-to-speech technology may help.

Text size

To increase the size of the text on the screen or to magnify the screen, go to the ‘Settings’ menu on your internet browser. Depending on which browser you use (e.g. Internet Explorer, Safari, Google Chrome), you’ll find the option to increase the text size under ‘Preferences’ or ‘View’.’

Text-to-speech

Most browsers will also have a text-to-speech function within their ‘Settings’ menu that will read out the text on the screen, as well as descriptions of the images.

Hearing and speech

For hearing or speech impairments:

Relay UK

Download the app or dial 18001 before our number 0330 127 4509 to connect with a relay assistant.

You’ll be connected to a relay assistant who will join the call between you and us. They’ll read out the text you’ve typed using your text phone or other device.

The relay assistants are bound by confidentiality and any details you share with them, such as identification details or financial information are secure and protected.

Mental health

We consider mental health a priority, and we know that if you’re going through a tough time then it can be hard to get things done. If you need help and support, there are lots of resources out there to help.

First and foremost, make sure you’re speaking with a GP. There are also lots of dedicated online resources and charities who can help, a few of which are listed below

MIND

Mind is a charity that offers information and support to people experiencing mental health issues. You can contact them on 0300 123 3393 or text 86463

Rethink Mental Illness

Rethink offers practical help and general information on living with mental illness, medication, and care. You can contact them on 0300 500 927

CALM

CALM Offers support to people in the UK who are feeling down and would like to talk or find information and support. Call the calm helpline: 0800 58 58 58

Samaritans

The Samaritans offers support to people experiencing feelings of distress or despair call the helpline on 116 123 (24-hour helpline)

Health conditions

MacMillan cancer support

MacMillan provides physical, financial and emotional support to help you take back control in your life. You can contact them on 0808 808 00 00

Alzheimer’s Society

The Alzheimer’s Society provides information on Dementia, including factsheets and helplines. You can contact them on 0300 222 1122.

Bereavement notification and support

Losing a loved one can be devastating, and dealing with grief can be overwhelming. We are here to support you during this difficult time. If you need to make us aware of a bereavement, please contact us. Additionally, you can nominate a trusted contact who can be authorised on your policy to talk on your behalf if you are unable to. We will do whatever possible to support you.

To notify us of a bereavement, all we need is the following information:

• Your full name.
• Your policy number.
• The name and contact details of your alternative contact.

If you need to inform us of the death of the policyholder, we understand this is an upsetting time and are here to support you. All we need is the following information:

• The policyholder’s full name.
• The policy number.
• A copy of the death certificate.

For bereavement support, you can contact Cruse Bereavement Support. They are an organization dedicated to helping those who have lost loved ones. You can visit their website or call them at 0808 808 1677.