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?
You can tell us about any additional support you require by:
- Clicking the blue WebChat icon in the bottom-right hand corner of this page
Calling our friendly Customer Services Team
If you have hearing or speech difficulties, you can use the Relay UK service. Alternatively, if you'd prefer, you can use WebChat.
I'm experiencing financial difficulties
If you're struggling to pay your monthly instalments, please contact us as soon as possible. Our friendly team is ready to help.
Find our contact numbers and opening hours here.
Depending on your circumstances, there's some things we can do to help, such as;
- Update your policy to reflect your new circumstances. This includes reduces mileage, a change of use, or fewer named drivers
- Move your payment date
- Spread your missed payment(s)
- Cancel your policy (if appropriate)
When considering whether a payment deferral is right for you, you may benefit from using the MoneyHelper's Money Navigator Tool. Charities like StepChange and National Debtline also offer free, confidential advice, guides and tools to help with money worries.
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.