Making a Claim with Us: Your Guide to Support and Accessibility

Navigating a claim process can be challenging, especially during difficult times. We understand that everyone's needs are different, and we're committed to providing accessible and supportive services to help you through the process. This guide outlines the support options available to you when making a claim with us.

How to Reach Us

Getting in Touch:

Phone: Call our claims line stated in your policy booklet, where you can submit your claim over the phone, get answers to any queries you have and outline any additional support required.
Online:Submit your claim securely through our online portal. This portal offers a variety of accessibility features, including:
- Screen reader compatibility: Our platform is designed to work seamlessly with screen readers.
- Keyboard navigation: You can navigate the entire process using only your keyboard.
- High contrast mode: Switch to high contrast mode for improved visibility.
- Adjustable font sizes: Choose font sizes that suit your needs.
- Language: Over 60 different languages supported

For full details on website accessibility click here

Staying in Touch:

Once your claim has been submitted, we'll communicate with you through your preferred channel:

Phone: We'll call you on your preferred number.
Email: We'll email you at the address you provided.
Post: We'll send you letters via post. For your convenience, you can request a larger font size (e.g., font size 20 or 28) if needed. Just let us know.
Text Relay: We also support text relay services for those who prefer to communicate via text.

Communicating Your Preferences:

Please remember to tell us your preferred method of communication when you submit your claim. This helps us ensure that we can reach you in the way that you are most comfortable with.

Getting the Support You Need

We want to ensure you feel comfortable and supported throughout the claims process. If you require any additional assistance, please do not hesitate to let us know:

Need help understanding correspondence: If you need clarification on any documents or information, we are happy to explain things in a way that is clear and easy to understand.
Need more time: We understand that processing a claim can take time. If you need additional time to review documents or make decisions, just let us know.
Need us to speak more slowly and clearly: If you prefer slower and clearer communication, we'll be happy to adjust our pace and pronunciation.
Need a translator: If English is not your first language, we can connect you with a qualified translator.

Third-Party Support and Power of Attorney

We recognise that you may prefer to have someone else handle your claim on your behalf:

Trusted Representatives: With your prior authorisation, you can nominate a trusted family member, close friend, or professional to manage your claim. Simply let a member of our team know and they will explain the process.
Power of Attorney: If you have a power of attorney document, please send us a copy. This allows us to communicate with the appointed person about your claim.

Additional Support for Specific Circumstances

We want to understand your unique needs and provide tailored support. Please let us know if any of the following applies to you:

Changes in health: We can adjust our communication to accommodate any changes in your health.
Need more time to digest information: We understand that some individuals require more time to process information. We're happy to provide you with the time you need.
Experiencing a life event: We recognise that life events, like bereavement or divorce, can be challenging. We will approach your claim with sensitivity and understanding.
Experiencing a change in circumstances: We are sensitive to changes in circumstances, such as unemployment or unexpected health issues. We'll work with you to navigate these changes.
Capability difficulties: We recognise that some individuals may face literacy or communication barriers. We are here to help you overcome these challenges and ensure you receive the support you need.

Please don’t hesitate to contact us if you have any questions about our support services or need help during the claims process. We're here to help you through every step of the way.