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Need extra help?

As the ups and downs of life happen, our needs and circumstances can change.

Changes can happen gradually, or overnight. Sight and hearing impairments, or experiencing other life and health events, can impact us in lots of different ways and be temporary or permanent.

To make sure that we support all our policyholders in the way that works best for them, we are committed to designing and developing our customer service to be flexible and responsive, taking into account their circumstances. This includes alternative ways of contacting us, as well as specific services, such as braille. If you have particular needs to be able to communicate with us effectively, please inform us and we will do our best to meet them

Ways we can support you

We aim to make it easy whatever you’re going through, so these are some of the ways we can help:

Cost of living support

We’ve been working in partnership with organisations to better understand and support our policyholders who may need specialist services. These include services for disabilities, illnesses, accessibility needs and for those facing financial challenges. With the increasing cost of living it’s more important than ever to know where you can get support if you’re struggling.

Below you’ll find links to organisations that provide free support for some of the challenges we can all face from time to time. You can also talk to a member of our team if you have any further questions.

Debt and financial concerns

National Debtline provides free advice and resources to help you deal with your debts. You can access National Debtline by phone, webchat, or get advice through the website.

General support

Independent Age supports people by providing information and advice on subjects such as benefits, care, housing and support services associated with age. 


Your mental wellbeing

Rethink is a charity that offers an advice line as well as online tools to support those people living with mental ill health or for those people caring for someone with mental ill health.

Channel of choice 

We offer multiple ways to contact us, and we’re happy for you to choose your preferred channel. That might be the phone if you have a sight impairment, or a letter or an email if you struggle with your hearing. We can offer letters in large font, or even braille if you prefer.

Pensions can be complicated

There is a lot of new terminology around pensions, and retiring is exciting but a big life change. We are here to talk through any questions you might have on the phone, or face to face if you prefer.

Personal circumstances

A change in circumstance like a bereavement or financial hardship can cause increased stress and anxiety. We are here to make it as easy as possible for you to communicate with us, and ensure our processes are simple and easy to follow.

How we can help

You might wonder what we can do to help you, but our staff are trained to be empathetic, caring, and flexible when responding to your needs. They are empowered to assess the best way to help each person, including bespoke arrangements if necessary and signposting other organisations that could assist further. If you are struggling with anything, please feel free to reach out to us and we will do all we can to support you. When we know what you need, we’re able to serve you in the way that works for you.

0800 652 7000 (UK Freephone)

+44 1325 271 860 (from abroad)

Email: [email protected]


Contact us via BSL Interpreter
(Link to InterpretersLive website)

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