Coronavirus: Help and support

We recognise that these are difficult times for everyone so don't panic. We will automatically send you a letter notifying you of the missed payment and we will attempt to take the payment again, within 9 working days.

If we're unable to take the payment after the second attempt you will need to make a card payment within the time frame set in the letter we've sent you.

To make a manual payment you can either:

• Login to your online customer account 
• Call our payment line on 0333 321 8568. Please ensure you have your account reference number to hand.

If you're not going to be able to make the payment

Please speak to your broker who will be able to check your level of cover remains suitable and also discuss payment support options with you.  If you have done this already, you can apply for payment support online:

• One month payment holiday
• Reduce the payment on your next two instalments by 50%
• If you have missed a payment, we can remove the last payment fee

If you take a payment holiday or reduce the payment on your next two instalments the deferred amount will usually be spread equally across your remaining instalments.

We will process your application within 1 working day. To apply, you’ll need your account reference number.

Apply for payment support

If you require additional financial support beyond the support listed above, you can call your broker to discuss options which may be available to you, or alternatively you can call our customer services team on 0333 321 8566.

We understand you are worried about future payments, please be assured we are doing everything we can for our customers to ensure they are supported through this tough time especially where they have payments due very soon.

If you are worried about your financial position due to Coronavirus, please contact your insurance broker in the first instance who will be able to review if your current level of cover is still suitable for your needs. Your insurance broker will also be able to talk to you about additional support.

Alternatively, for further support and advise on your financial position please visit Money Advice and Budgeting Service

If you are having financial difficulties, you should get help as soon as possible. There are a number of organisations who will be able to offer free, confidential and impartial advice.  Please see below for further information:

FCA consumer information - Help with working out a budget and details of organisations that offer help and advice
 
Money Navigator tool from Money Advice Service provides action plans based on your own situation
 
Guidance on how to prioritise debts from Money Advice Service

If your payment is less than 4 days away

Call us to speak with a specialist in our customer services team on 0333 321 8566. They are here to support you and discuss your current situation.

Don't forget when you call us you need to have your account reference number to hand, you must also be the account holder or be authorised on the account.

If your payment is more than 4 days away

Please speak to your broker who will be able to check your level of cover remains suitable and also discuss payment support options with you.  If you have done this already, you can apply for payment support online:

• One month payment holiday
• Reduce the payment on your next two instalments by 50%
• If you have missed a payment, we can remove the last payment fee

If you take a payment holiday or reduce the payment on your next two instalments the deferred amount will usually be spread equally across your remaining instalments.

We will process your application within 1 working day. To apply, you’ll need your account reference number.

Apply for payment support

If you require additional financial support beyond the support listed above, you can call your broker to discuss options which may be available to you, or alternatively you can call our customer services team on 0333 321 8566.