Financial Hardship Support
Summary: If you are experiencing financial hardship, our Payment Deferral policy is designed to provide short-term assistance to customers whose financial circumstances have changed.
Contents
What is financial hardship?
Financial hardship is any type of financial problem that prevents you from keeping up with regular payments on your outgoings, debts, or expenses.
What support is available to me?
If you are experiencing financial hardship, our Payment Deferral policy is designed to provide short-term assistance to customers whose financial circumstances have changed. The policy gives you the option of taking a short break from paying your monthly premiums.
How many months can I defer my premiums for?
You can defer your payments up to a maximum of 3 months.
How do I pay after deferring my premium?
Once your deferral has finished, the repayments will be taken via direct debit over the same number of months that you deferred for. For example, if you deferred for 3 months, we would charge a double premium for the following 3 months, bringing all payments back up to date and aligned with the original payment plan.
Will my Direct Debit be cancelled during the deferral?
No – Your Direct Debit will remain in place during the deferral period, but no payments will be taken. There needs to be a DDI set up for us to defer the payment, so please do not cancel this. If there is no Direct Debit in place, you must set one up and then we can defer.
For our customers who do find themselves struggling financially, we would urge you to seek help immediately. The following organisations offer help and advice on wide range of financial issues: