Accessibility and additional support
Making our services accessible to all.
Using our website
Find out how we can make our online services work for you.
Website accessibility
We've designed our website to be easy to use for everyone. There are several features you can use to make interacting with our services easier.
Online account support
If you have an accessibility need or require extra support when using your online account, we can help you book appointments and manage your cover.
Accessing our services remotely
If you need help booking appointments, contacting us or accessing your documents, we can tailor it to suit you.
Remote consultations
We offer remote consultations and can help you book them if you need help hearing, speaking or translating.
Help when speaking to us
We provide access to free translation, hearing and speech services so you can always communicate with us.
Alternative document formats
We provide braille, large print or audio versions of all our written documents.
Other ways we can help
Sometimes we all need some extra assistance. If you’re going through a difficult time or need support with any of our services, we’ll aim to help in any way we can.
Giving others permission to discuss your policy
As your health changes, there may be times when you can’t manage your account yourself. You can nominate a trusted person to help manage and discuss your policy.
Contact us for more information about giving another permission to discuss your policy.
Support following the death of someone close to you
If you’re experiencing the death of someone close to you, we can provide extra support. You may need to close their account with us or get help managing their finances. If you’re comfortable speaking to us, we’ll do our best to keep things as simple as possible.
Lines are open between 8am and 8pm Monday to Friday and 8am and 4pm on Saturdays. We may record or monitor our phone calls.
Money worries
We’re here to support you through tough times, including money worries or financial concerns. If you’re finding it difficult to pay for your policy, speak to us. We can chat about your situation and help in whatever way we can.
We also offer mental health support if your finances are affecting your health.
Support for your accessibility needs
Tell us your needs so that when you contact us in future, we’ll respond in the way that works best for you. Alternatively, get in touch with our customer support team.
