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Vulnerable customers

Life can feel a little overwhelming sometimes, and it’s not always easy to deal with everything by yourself. Whether you have specific needs, are living with a health condition, or you’re going through a difficult time, we want to make it easy for you to manage your insurance needs. Anything you share with us will be kept confidential; we would only use the information to improve our support whilst looking after you and your policy.

We want you to know that we’re here if you need us, and we’ll always do our best to make sure you get the help and support you deserve. We can assist in many ways and will gladly tailor our support to suit you.

Here’s how we can help.


Should you require documents in an alternative format, please contact us by going to ‘Get in touch’ section of our website and we will endeavour to meet your request.


Firstly, we’re so sorry for your loss. We understand that there’s a lot to think about right now. Not only are you managing your emotions at a very difficult time, there’s also much to organise. We know that finances are the last thing you’ll want to be worrying about. That’s why we’ll be here to assist you as much as we can or point you towards dedicated support.

Some of the things we can do include:

  • Sending summaries of our conversations by email
  • Calling you back if you’re feeling overwhelmed
  • Giving you as much time as you need to share your situation, process information, and ask questions

We will always try our best to offer every possible solution to any issues.

Health and Wellbeing

Mental or physical health difficulties could become part of life for many of us at some stage in the future, and such things can make daily tasks or dealing with financial matters harder. We understand that life isn’t always smooth sailing, which is why we aim to make insurance accessible to all.

Mental health concerns

Sometimes it can be helpful to tell companies like ours if you experience issues with your mental health. We can take steps to assist you if it affects how you’re able to communicate with us or manage your account. Your wellbeing is important to us; so, if you’re struggling, please let us know so we can adjust how we communicate with you and offer further support.

Some of the things we can do include:

  • Sending information by email to confirm or summarise what’s been discussed
  • Speaking to a third party (with your permission) if it’s easier for you
  • Taking payments manually if making payments online is a struggle

Offering to call back when you’re with someone who can help or pass on information

Serious or long-term health conditions

If you, a friend, or a loved one has been diagnosed with a serious illness, you don’t have to deal with it on your own. We understand that changes may need to be made to your lifestyle or finances, and we want you to know we’re here to make things as hassle-free as possible.

Alternatively, you could get in touch with an organisation such as

Moving Home

Whether you’re just starting out or buying your forever home, there’s a lot to arrange when you’re moving house. Speak to a member of our team and we’ll be able to assist you if you need to update your existing insurance policies or take out new ones.

If you’re moving into temporary accommodation, let us know. We want to make sure you’re covered if you need to make a claim, and that could potentially mean updating your policies or starting new ones.

Power of attorney

There are many reasons why you might ask a close family member or friend to manage your affairs on your behalf. It could be a short-term plan to help cover bills during a hospital stay, or you may have been diagnosed with a lifelong condition, such as dementia or Alzheimer’s, and require help from someone who’ll legally make decisions on your behalf. This is known as Power of Attorney.

If managing financial matters by yourself is a worry, giving Power of Attorney to someone you trust could give you that peace of mind that you’re being taken care of. When you appoint somebody to take responsibility of your finances, let us know and we’ll do all we can to make the transition as smooth as possible.

To allow your nominee to discuss your policy on your behalf, give us a call to let us know who you’d like to speak for you.


If you’ve been made redundant or had your hours reduced unexpectedly, it’s probably come as quite a shock. Give yourself time to process your situation and then tell us what’s happened. During this time of uncertainty, you’ll be keeping a close eye on your finances and may have to deal with financial shortfalls. The important thing to note is that we can point you in the direction of advice and support, so you can navigate your way to brighter days ahead.

Vehicle written off/stolen/burnt out

Losing access to your vehicle without any notice can become very stressful, potentially effecting how you will get to work, get to your appointments, see family and friends amongst many things. You may be worried about how you will meet any existing finance/loan payments and how you will replace your vehicle. We understand you may have lots of arrangements to make and if we are dealing with the claim on your behalf, we will do our upmost to expediate the claim and get you back on the road.

Contact us

We welcome your comments and suggestions as to how we can improve our service. You can contact our Customer Service Team by going to the ‘Get in touch’ section of our website.