In these difficult and uncertain times, our priority is to protect our most financially vulnerable customers and help them through this current situation whilst protecting your long-term income.
We understand that some of our customers and their family members are facing financial uncertainty caused by the COVID-19 pandemic. To date, we’ve already spoken to and supported a number of these customers but are aware that the need for support is likely to grow.
In order to help financially vulnerable customers whilst still enabling them to maintain an adequate level of cover and retaining their custom, we have a number of initiatives in place.
Where we identify that a customer is struggling to keep up with their payments or they let us know they feel unable to keep up with their payments, our team will review their current policy and discuss the various options available to them. This will include a review of the customer’s current policy and making any changes that balance both the customer’s needs and affordability.
We believe it is the right approach to ensure we protect the most vulnerable customers during these difficult times and still helping to ensure continuity of cover.
Our customer services team are able to help those who are struggling financially and advise them on the best course of action. If any of your clients want to discuss their current policy, please direct them to our customer services team on 0345 601 1050.
We'll continue to monitor and review the situation and consider how we can best support you and our customers and will keep you updated as and when the situation evolves.