Accessibility & Support Hub

We want all customers to be able to use our website and manage their home insurance in a way that works for them.

This page brings together the accessibility options available on our site, along with practical support for customers who may need extra help because of personal circumstances, health, language, bereavement or digital barriers.

If you need support that isn’t listed here, you can contact us and we’ll do our best to help.

Table of Contents

Accessibility Support

Support for Visual Impairments

Our website is compatible with common accessibility tools, screen readers and browser-based settings. If you have a visual impairment, you can:

  • Increase text size or zoom your screen
  • Use browser extensions that provide text-to-speech
  • Navigate pages using headings and keyboard shortcuts

For step-by-step guides on adapting your device, AbilityNet provides clear instructions for computers, tablets and mobile phones:

AbilityNet – My Computer My Way

Support for Hearing or Speech Impairments

If you are deaf, hard of hearing or have a speech impairment, we offer several ways to contact us:

  • Chat with us via Webchat, which may be easier than calling
  • Send an email to: contactus@intelligentinsurance.co.uk, if you prefer written communication
  • Relay UK, which helps people with hearing or speech difficulties communicate over the phone

Relay UK works with the National Relay Service and can be used with a smartphone, tablet or textphone.

Website Accessibility Features

We aim to make our website as clear and easy to navigate as possible. Features include:

  • Logical heading structure
  • Predictable page layouts
  • Compatibility with zoom up to 200%
  • Alt text for images used to convey information
  • Simple, plain language wherever possible
  • Forms labelled clearly for screen reader navigation

If you experience any problems using the website, please let us know.

Helpful Tools and Resources

AbilityNet – My Computer My Way

Guides for adjusting your device to make it easier to use:

AbilityNet

Relay UK

Support for people with hearing or speech impairments to communicate by phone:

Relay UK

Additional Support

Request Additional Support

If you need extra help to manage your policy, you can tell us using our support request form. This may include:

  • Needing communication in a different format
  • Finding it difficult to use online forms
  • Wanting more time to complete tasks
  • Preferring a different communication method
  • Personal circumstances that affect your ability to manage your insurance
Request Support

Temporary or ongoing support needs

You do not need to have a permanent condition to ask for support. Some people need extra help for a short time, for example due to illness, injury, stress or bereavement. Others may need longer-term support because of a disability or an ongoing health condition.

Whatever your situation, we’ll do our best to support you in a way that works for you.

Bereavement Support

Losing someone close can be overwhelming. If you need to make changes to a policy after someone has died, we aim to make this as straightforward as possible.

You may find our existing guide on Probate helpful.

If you need to notify us about a bereavement, please contact us and we’ll explain the steps.

Nominate Someone to Act on Your Behalf

You can ask someone you trust to speak to us about your policy.

This might be useful if:

  • English is not your first language
  • You’re unwell or recovering
  • You have limited access to the internet or a phone
  • You prefer someone else to manage your communications

We accept several forms of authority

  • Power of Attorney
  • A letter from a solicitor
  • A written instruction confirming who you authorise

We handle all personal data securely and follow FCA guidelines when dealing with third-party authority.

You can read more about how we use and protect personal information in our Privacy Policy.

Cost of Living Support

If you’re facing financial difficulties or would like budgeting support, these organisations offer free, impartial guidance:

Citizens Advice

Independent advice on managing household bills, budgeting, and dealing with financial pressure.

Visit Citizens Advice

MoneyHelper

Government-backed guidance on money management, budgeting, and dealing with debt.

Visit MoneyHelper

For Monthly Direct Debit customers, help with instalment payments can be found via the support page on the Premium Credit website

If you’re worried about making payments or managing your policy, please contact us early so we can discuss your options.

Fraud Protection and Staying Safe Online

Criminals sometimes use scams to try to obtain personal information or payments, often by pretending to represent trusted organisations such as insurers.

To help you stay safe:

  • Never share personal information if you’re unsure who you’re speaking to
  • Check email addresses carefully
  • Avoid clicking links in unexpected messages
  • Sign in to your account directly from our website rather than from links

If something doesn’t feel right, contact us before responding.

Useful Guides:

Action Fraud

Report fraud, scams and cyber crime, or get advice on what to do if you think you’ve been targeted.

Visit Action Fraud
National Cyber Security Centre (NCSC)

Official guidance on staying safe online, including how to spot scams and protect your personal information.

View cyber security advice

Wellbeing Support

If your health or personal circumstances make it difficult to manage your policy, you can tell us and we’ll make a note on your account.

Helpful external resources

View Power of Attorney guidance

If you’d like to nominate someone to help manage your policy or speak to us on your behalf, you may find GOV.UK’s guidance on trusted contacts, appointees and Power of Attorney helpful.

View Power of Attorney guidance

We’re here to help you access your insurance in a way that works for you.

Contact Us

If you need help or want to discuss your support needs, you can contact us in the way that suits you best: