How we communicate with you

You can let us know if there's anything we can do to make things easier for you when you contact us.

You can ask us to:

• Just be aware of your situation.
• Take time to explain things to you in more detail.
• Speak slowly and clearly to you.

This information will be shared with our teams so they know how to support you when you get in touch.

You can also appoint someone to speak to us on your behalf if you need help understanding insurance or managing your policy.

Tell us how we can help

Hearing impairment

If you use British Sign Language (BSL) the SignVideo service can help you get in touch with us easily and safely.

If you have a question or would like any help managing your account, SignVideo will connect you to an online interpreter who can communicate your sign language to one of our advisors.

Find out more about SignVideo

Visual impairment

You can use our websites with a number of screen readers, including:

• ZoomText
• NVDA
• VoiceOver
• Window Eyes

The My Computer My Way website offers step by step instructions on how to adapt your phone, computer or tablet to meet your needs. You can search for a specific need (e.g. making text larger) or filter the guides based on your symptoms (e.g. hand tremor) or condition (e.g. dyslexia).

Get support from AbilityNet

Do you need documents in a different format?

We can provide all your insurance documents in formats that make them easier for you to read and understand.

You can choose to receive your documents in the following formats:

• Audio CD
• Audio tape
• MP3 on USB stick
• Braille
• Large print

Get in touch and let us know how we can help you.