Customer support

As a mutual with many years of experience in helping families and their finances, you can turn to us when life gets difficult.

Those little extras that make all the difference - for free

If you’ve taken out an Over 50s product with us – we’ve got a little extra support for you that could make all the difference – for free.

You may need a bit of guidance or advice when organising a loved one’s funeral, emotional support to help deal with a serious illness, or some practical information if you or someone in your family needs specialist care.

An independent expert can often make a big difference at a time of need. This is why we give our customers access to a range of support services from trusted providers at no additional cost.

Health support

Our Health Support Service, provided by RedArc, gives you one-to-one personal support from their own Personal Nurse Advisor. The moratorium period doesn’t apply to this service, so it is available to you and your family from commencement of the policy.

RedArc can provide:

  • Emotional support to help you and your loved ones to cope with the diagnosis of a serious or terminal illness
  • Practical support by providing information on your  illness and advice throughout their treatment
  • One off nurse home visit
  • Second medical opinion
  • A programme of therapy such as occupational therapy, speech therapy, complementary therapy and physiotherapy
  • Access to RedArc's network of specialist charities including Macmillan Nurses, self help groups, care providers and care equipment providers
  • RedArc provide their service during office hours, Monday to Friday

There is no limit to the number of times you can speak to their Personal Nurse Adviser and you can continue to receive the support for as long as you need to.

For further information on any of these services please contact our team on 0800 028 1112 who will be happy to help.

Lines open Monday - Friday 9am- 7pm, Saturday 9am-1pm. We might record your call to help improve our training and for security purposes. We hope you don’t mind. Calls are normally free from UK landlines and from mobile phones.

Care and bereavement service

Care advice service

Helping you select the right care

Getting the right support in later life is an important decision for you. There are so many options available - from residential care and sheltered accommodation to home care, it can be hard to know which is right for them.

OneFamily has teamed up with care experts Grace Consulting who can offer you independent, professional advice and:

  • a personalised care advice service
  • advice on care providers and financial requirements
  • home visits to make things easier if needed

Over 30 years' experience

Grace Consulting has been one of the UK's leading professional care specialists since 1981 and is a founding member of the Association of Independent Care Advisers. They have the knowledge and understanding to help you make the right decision about care for you or your loved ones. For further information, please contact Grace Consulting on 01483 209610.

Visit the Grace Consulting website to find out more

Bereavement advice line

Helping you through a difficult time

The Co-operative Legal Services advice line provides practical advice and support to help you understand what needs to be done following the death of a loved one.

At this time there can be a great deal of emotional stress involved and dealing with all the associated legal, tax and administrative processes can lead to additional strain as many people are unsure of what needs to be done.

The Co-operative Legal Services can provide advice on registering a death and the different types of forms that may need to be completed. This includes helping you understand what probate is, whether this is required and who can administer the estate.

All OneFamily customers can take advantage of the advice free of charge.

Legal advice line

Legal advice on a range of issues

The OneFamily Legal Advice Line, provided by The Co-op Legal Services, offers clear, free initial advice on a wide range of legal issues including:

  • Employment law such as dismissal, redundancy, harassment and equal pay
  • The sale and purchase of goods or services, including household goods and insurance
  • What to do when moving home and the conveyancing process
  • Criminal law, including motoring offences like speeding or driving without care and attention
  • Family law advice
  • Rights and responsibilities of tenants.
  • What to do following an accident or injury
  • All OneFamily customers can take advantage of the initial advice free of charge.

For further information on any of these services please contact our team on 0800 028 1112 who will be happy to help.

Lines open Monday - Friday 9am- 7pm, Saturday 9am-1pm. We might record your call to help improve our training and for security purposes. We hope you don’t mind. Calls are normally free from UK landlines and from mobile phones.

Returning lost
assets

A service that tracks down recipients, no matter their location, with money considered lost or forgotten about.

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Making a life
cover claim

If you're withdrawing money or making a claim we'll try and make the process as simple and easy as possible.

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Frequently Asked
Questions

Queries about your account, policy, payments or personal details? These handy FAQs are here to help.

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