Physical and mental health

We understand that experiencing mental or physical health issues can impact every part of someone’s life. Every day tasks can mount up and talking to your provider could be the last thing that you want to do.  We’re here to make this process easier and support you in any way we can. 

On this page we’ll explain how we can help and what other support is available, if you need it.

Mental health support

Mental health can affect our ability to make important decisions. It can also feel daunting to ask questions and admit that we might need more support.

How we can help

• Answering any of your questions over the phone

  
  We’re happy to talk through any queries you have. Whether it’s about your policy, completing an application form or talking through a letter we’ve sent you, we can take the time you need.  

• Changing your preferred way to communicate  

  
  Let us know how you want us to contact you. For example, if you’d like text in a larger font, we can do this on your request.  

• Talking to someone on your behalf

  
  If you have a Power of Attorney, we can register them on your policy and talk to them directly. If you don’t have a Power of Attorney, we can talk to someone else on your behalf, as long as they’re with you each time you call us.

Please contact us if:

• You’re worried about your payments 
• You’re experiencing a life changing event 
• You want to talk through any letters we’ve sent you
• You have any questions about your policy
• You need a different type of communication format 
• You need any extra support from us 

What to do if you need mental health support

There are charities and organisations that can support you if you need to talk to someone. Here are some you can contact:

• Mind
  
  
• Mental Health Foundation
  
  
• Rethink Mental Illness
  
  
• Together for Mental Wellbeing
  
  
• NHS
  
  

If you’re worried about someone else 

If you’re worried about a family member, friend or partner, there are a few ways that you could offer them some extra support. This could include:

• Reading through their policy documents with them
• Helping them complete their application forms 
• Being with them during calls they might find challenging 

Power of Attorney

If you notice that your loved one’s mental or physical health is deteriorating and they’re struggling to manage their finances, it may help to consider a Power of Attorney.

This is a legal document that allows them to choose someone they trust to make decisions on their behalf. You can find out more about a Power of Attorney at www.gov.uk/power-of-attorney.

Serious illness and injury

Living with a long-term illness or recovering from an injury can be really challenging, and it is completely understandable if everyday tasks feel harder to manage. It might also affect your financial situation, which can add to the stress you are already dealing with.

How we can help

We know that everyone’s experience is different, so it is important for us to understand your situation. If you are comfortable telling us more, we can work with you to try to make things a little easier.

This could include:

• Ensuring we don’t contact you during rest times or hospital appointments 
• Updating your communication preferences 
• Being patient if we’ve written to you asking for some information

Seeking professional advice

If you have any financial concerns, it might be best to speak to a financial adviser. They can talk through your situation with you and recommend products that suit your needs. If you don’t already have a financial adviser, you can search for one at www.unbiased.co.uk. This free online service matches people with qualified financial advisers based on their needs.  

Tell us about your needs 

Whether you’re going through a temporary challenge or living with a long-term illness, we’re here to support you. You can contact write, call or email us to let us know how we can help. Our contact details can be found here.