We're here to help if you need
We all need extra help and support at times. If you have a disability, a physical or mental health condition, or need extra support because your circumstances have changed, we may be able to help.
Support could be temporary if you're going through a tough time, such as losing your job. Or more permanent due to disability or a health condition, like hearing or speech impairment. We're committed to trying to support your needs, whatever your situation.
Click the thumbnail below for a short video on how we can help.
How can I let you know I need additional support?
To let us know how we can help you, you can:
• Click on the blue WebChat icon in the bottom-right hand corner of this page • Call our friendly Customer Services Team • Use the Relay UK service or SignVideo if you have hearing or speech difficulties.
To help confirm your identity we’ll ask you a few security questions when you get in touch.
I'm experiencing financial difficulties
You can talk to us
We want to help keep you covered, so if you're struggling with your monthly payments, please call us on 0333 043 2085 as soon as you can.
We’ll be happy to run through all your different options, so you can decide what would make things more manageable for you.
Depending on your situation, we may be able to:
• Update your policy to reflect your new circumstances – including reducing your mileage, taking a driver off your policy or changing how you can use your car
• Move your payment date to help with cash flow
• Spread any payments you’ve missed over the rest of your monthly payments
• Cancel your policy, if that’s the best option.
You can talk to StepChange
We’ve partnered with StepChange – the UK’s leading debt advice charity. They help hundreds of thousands of people each year deal with their money worries with free, impartial and non-judgmental advice and support.
If you want to take the first step towards taking back control of your finances, you can contact Stepchange at:
• 0800 138 1111 Mon-Fri 8am-8pm, or Sat 8am – 4pm
• Or complete StepChange’s 60 secs Money Health Check
Any information you share with StepChange is confidential and no one at 1st Central will see it.
Other organisations that can help
You might also like to get in touch with MoneyHelper or National Debtline if you’re dealing with debt. They offer free, confidential advice, guides and tools to help you get your finances back on track.
I need extra support understanding my policy
Setting up an authorised person
If you're finding it difficult to manage your policy, you can nominate an authorised person to help. They'll be able to provide information to us and make changes to your policy on your behalf. Depending on the permissions you grant, they may also be able to cancel your cover as well.
It'll still be your responsibility to make sure all your policy details are up to date and accurate. We'll continue to send all policy documents to you.
You can add an authorised person by:
- Logging onto Your Account, clicking 'Account Settings' and 'Authorised Person'.
- Use the blue icon at the bottom of this page for WebChat or,
- Call our friendly Customer Services Team.
Translation service
We provide an over-the-phone interpretation service, offering instant access to interpreters in many languages. This enables smooth communication.
To use the service, request the Language Translation Service when contacting our Customer Services Team.
I'm experiencing health problems
A health condition may impact your ability to manage your policy. If this concerns you, please contact us.
We'll do our best to put support in place to help manage your policy more easily.
I've had a recent life-changing event
If you've had a significant life event, or your situation has changed, we understand you may need extra support. We're on hand to chat through options available to help you manage your policy during this time.
I need to tell you about a recent death
We're sorry to hear about your loss and understand this can be a very difficult time.
If your loved one had, or was named on, a 1st Central policy, please get in touch with us as soon as you can. You can let us know by clicking the blue WebChat icon at the bottom of this page or, contacting our friendly team on 0333 043 2085.
There are also several organisations that can help. For example, Cruse Bereavement Support or The Good Grief Trust offer trained support, counselling and information.