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.

You may need a bit of guidance or advice following a bereavement, emotional support to help deal with a terminal 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, including your own Personal Nurse Adviser. This service is available to you and your immediate family, including spouse, partner and children living at home, from the commencement of your policy.

RedArc can provide:

  • Emotional support to help you and your loved ones cope with serious illness, disability or bereavement
  • Practical support by providing information on your illness and advice throughout treatment
  • One off nurse home visit
  • Second medical opinion
  • A programme of therapy such as occupational therapy, speech therapy, complementary therapy and physiotherapy
  • Podplan provides information and help for carers on a range of practical, financial and social issues relating to the elderly
  • A Careology app designed for patients undergoing cancer treatment; helping put them in control of their journey and making their diagnosis a little easier to manage
  • Return to work coaching for cancer survivors, provided through 'Working with Cancer'
  • 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 your Personal Nurse Adviser and you can continue to receive the support for as long as you need to.

For further information or to access any of these free services, please contact us on 0800 028 1112*, and we will be happy to refer you to the RedArc team.

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

Bereavement advice line

Helping you through a difficult time

The Co-op 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-op 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.

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

*Lines are open from Monday to Friday, 9am to 7pm, and Saturday 9am to 1pm. We may record your call to help with training, and for security reasons. Calls are normally free from UK landlines and Mobile phones.