Supporting you: additional support when you need it
We're here to help all our members, through the difficult times as well as the good.
Whether you're living with a physical or mental illness, a disability, or your situation has changed and you need help managing your account, we will do our best to help. We can also show you where to go for support we can’t offer.
Below we've listed some of the common situations where our customers might need more support. Please click the links to see the help available.
Looking for support on someone else's behalf? Find out how we can help you support someone else.
Living through a bereavement
Losing a loved one can affect all areas of your life, including your financial wellness. Find out if we’re able to help ease the burden.
Managing someone else's account
If you, or someone you know, could benefit from a trusted friend or family member's support managing your account, please get in touch.
Alternative ways to manage your account
Making changes to your account by phone or by post isn’t always possible for everyone. We have alternative options available to make your account or policy accessible.
Worrying about money
Life changes such as losing your job, a relationship breaking down or a serious illness can lead to money worries. If something has changed, or the cost-of-living crisis is making budgeting difficult, please get in touch.
Sight or hearing loss
It’s important that everyone can access information about their account. We have a range of options to help customers get the information they need.
Mental health
If money worries are affecting your mental health or existing issues are making it difficult to manage your account, please get in touch. We're also here to help if you'd like to contact us on behalf of someone who can't do so themselves.
Physical illnesses and disabilities
We have extra support available for customers who have a physical illness or a disability that affects their ability to access or manage their account.
Financial and domestic abuse
Financial abuse can happen to anyone, whatever their age or gender. It is more common that you may think and can take many forms.
Protect yourself against fraud and scams
Scams can come in many forms. Learn how to recognise a scam, how to protect yourself and what you can do if you think you have been targeted.