Enhanced Support for Our Customers

Managing your insurance policy or application 

If you need assistance in managing your policy, you can notify us and request an Alternative Contact on your account.

Power of Attorney 

If you have appointed a Power of Attorney to act on your behalf, we will need a certified copy of the Lasting Power of Attorney (LPA) document to be sent to us. 

We allow many of our policies to be paid for by monthly instalments to help customers who are struggling financially. Contact a member of our team if you require further information or assistance or if you no longer require cover and would like to cancel your policy.

You can contact the following not-for-profit organisations directly for free, non-judgemental and impartial debt advice through telephone, online and face-to-face channels:

MoneyHelper – Call 0800 138 7777 or visit www.moneyhelper.org.uk

Money Advice Scotland – Visit www.moneyadvicescotland.org.uk

Citizens Advice – Call 0800 144 8848 or visit  www.citizensadvice.org.uk

Advice NI – Call  0800 915 4604 or visit  www.adviceni.net or email advice@adviceni.net

Citizens Advice Wales – Call 0300 330 1313 (Calls cost 12p per minute from a landline, and from 3p to 45p from a mobile) or visit www.citizensadvice.org.uk/wales/debt-and-money/

AdviceUK – Call 0300 777 0107 or visit www.adviceuk.org.uk

Christians Against Poverty (CAP) – Call 0800 328 0006 or visit www.capuk.org

National Debtline – Call 0808 808 4000 or visit www.nationaldebtline.org

StepChange Debt Charity –  Call 0800 138 1111 or visit  www.stepchange.org

Ask Bill – Visit  https://www.askbill.org.uk/

Business Debtline – Call 0800 197 6026 or visit www.businessdebtline.org

Civil Legal Advice – Call 0845 345 4345 or visit www.gov.uk/civil-legal-advice

Samaritans – Call 116 123 or email jo@samaritans.org or visit www.samaritans.org

Losing someone can be very difficult. We’re here to support you during this time by helping you manage any insurance policies they held with us. Our team will take you through the steps to cancel or update any cover and make things easier during a difficult time. 

Simply call 01494 887 909 or email contact@protectivity.com to notify us and provide us with the details, we’ll then take appropriate action for you.

What we’ll need

The policyholder’s name, postcode, and date of birth.

What happens next?

We will ask you to supply a copy of the Death Certificate and will discuss the ongoing policy with you to ensure the right outcome.

Helpful resources:

Cruse Bereavement Care – Call 0808 808 1677 or visit cruse.org.uk

The Bereavement Trust – Call 0800 435 455 or visit bereavement-trust.org.uk

Sands (baby loss) – Call 0808 164 3332 or visit sands.org.uk

If illness is impacting your life, let us know, and where we can, we will adapt our services to offer extra help and flexibility.  

Some helpful resources: 

Stroke support helpline – Call 0303 3033 100 or visit https://www.stroke.org.uk/stroke/support/helpline   

Find your local health protection team in England (NHS) – Visit https://www.gov.uk/health-protection-team    

Maggie’s (Cancer Support) – Call 0800 888 6678 or visit maggies.org

Macmillan Cancer Support – Call 0800 808 0000 or visit macmillan.org.uk

Let us know if you would like us to communicate with you in a particular way to help you with the challenges that you face.  

Some helpful resources: 

STAMMA helpline  – Call 0808 802 0002 or email help@stamma.org

Carers Direct – Call 0203 904 4520 or email https://www.carersdirect.org/

Action on Hearing Loss – Call 0808 808 0123 or visit actiononhearingloss.org.uk

Sightline Vision – Call 0800 587 2252 or visit sightline.org.uk

Relay UK – Call 0870 240 9598 or visit https://www.relayuk.bt.com/ 

If you are struggling with your mental wellbeing, let us know if we can help by providing extra guidance on our cover, or can communicate with you by a different method. 

Confidential support is also available through national helplines and local services.  

See below: 

MIND – Call 0300 123 3393 or visit mind.org.uk

The Samaritans – Call 116 123 or visit samaritans.org

Anxiety UK – Call 0344 477 5774 or visit anxietyuk.org.uk

When you’re looking after someone close to you, we understand that everyday tasks can become more challenging. The following organisations may be able to provide support:   

Carers UK – Call 0808 808 7777 or visit carersuk.org

Age UK – Call 0800 678 1602 or visit ageuk.org.uk

Office of the Public Guardian – Call 0300 456 0300 or visit gov.uk/power-of-attorney

Dementia UK – Call 0800 888 6678 or visit dementiauk.org

Alzheimer’s Society – Call 0333 150 3456 or visit alzheimers.org.uk

Mencap (learning disability) – Call 0808 808 1111 or visit mencap.org.uk

Our advisors can help explain our policies and procedures, either over the phone, chatline, or email – let us know which works best for you.  

The following organisations may be able to provide you with additional help and support if required: 

Dementia UK – Call 0800 888 6678 or visit dementiauk.org 

Alzheimer’s Society – Call 0333 150 3456 or visit alzheimers.org.uk 

Mencap (learning disability) – Call 0808 808 1111 or visit mencap.org.uk 

British Dyslexia Association – Call 0333 405 4567 or visit bdadyslexia.org.uk 

King’s Trust – Call 0800 842 842 or visit kingstrust.org.uk 

Reading Agency – Call 0207 324 2544 or visit readingagency.org.uk