COVID-19 help and support

We understand this can be a worrying time and recognise the financial impact COVID-19 is having. We're doing everything we can to help. You can find out information on managing your accounts, frequently asked questions and our contact information online.

Help with money worries caused by illness

If you or someone close to you have been diagnosed with an illness, we’re here to support you. Get in touch and we’ll help you with your finances. You’re not alone, we have a lot of experience helping customers who are ill or caring for loved ones, people like Sefira and John.

Sefira’s daughter has leukaemia

Sefira is a single parent and her daughter is 9 years old. Sefira has been visiting her daughter many times a day in hospital. At the same time, her mum has been diagnosed with a terminal illness. So she’s been travelling between her daughter’s hospital, and the care home where her mother is being looked after. Sefira has had to stop working to help care for her family and is struggling to pay her bills.

We’ve been able to help since she got in touch

Sefira called us to ask if there was any way we could help her at this time. Our specialist support team were able to put things in place so she could focus on caring for her family at this difficult time.

How we helped Sefira

We offered Sefira some breathing space for 90 days to allow her to focus on her family. During this time, we kept an on eye on her account and stopped all charges. We explained that this would have an effect on her credit score. But for Sefira it was more important to remove her money worries for a time as she cares for her loved ones.

After the plan came to an end, we checked in with Sefira. We were pleased to hear she had just started a new job. If she’d still been job-hunting, our Customer Support Team would have discussed how we could continue supporting her.

John’s arthritis means he can no longer work

John is 58 and has worked as a joiner for his whole life. He’s had arthritis for a long time and had been getting by with painkillers. But recently it has stopped him working. With his reduced monthly income John is now struggling paying off the balance of his credit card.

He wanted to make a plan for his new situation

John got in touch and told us about how his situation has changed. As there’s unlikely to be a change in his circumstances, we wanted to make sure any payment plan works in the long term.

How we helped John

We agreed a long-term repayment plan, and we’ll review this with John twice a year. We explained that this arrangement would reduce his ability to get credit in the future, but John felt that agreeing to a repayment plan would be better for him overall.

How we can help you

If you’re in a similar situation to Sefira or John or something else is causing you money worries, just call our Customer Support Team on 0345 301 4971 or 0345 030 3188 if you only have Insurance with us.