I've missed a payment, what happens next?

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:


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.

If you’re experiencing financial difficulty as a result of Coronavirus and you’re concerned your insurance cover is no longer suitable for your needs, or you require additional support on your payments, please contact your insurance broker directly or our customer services team on 0333 321 8566.
You will be able to find your insurance brokers contact information on your insurance policy and communications sent by them.