Online Documentation
If your client is experiencing issues accessing any of their documents online, please follow the suggestions below:
If they've forgotten their password for their online account, they can reset this by selecting the 'forgotten your password?' option: https://www.paymentshield.co.uk/forgotten-password.
Your client will then be asked to enter their details and the memorable word they created when they first registered for their online account. Once this is done, your client will be asked to enter a new password. After the password has been changed, they'll be able to log in as normal.
If we've been unable to identify your client from the details they've entered, please have them check that the information entered is correct and try again. The format of their date of birth should be DD/MM/YYYY.
If they are still unable to login or register, please advise them to call our Customer Services team on 0345 6011 050.
Posted Documentation
If your client is experiencing issues receiving their documentation in the post, follow the suggestions below for help:
- If they've recently taken out or renewed a policy, or made a change to their policy, please allow 3-5 working days for the documents to arrive in the post.
- Their account may be set up to receive their documentation online. Simply have them follow the steps above to log in and register to access their documents (currently only available for Home, Tenants Contents and Tenants Liability customers).
- If they've moved address and not updated us, we may still be sending their documentation to their previous address or an old correspondence address. If this is the case, please call us (or have the client call us) on the number below so that we can update our records.
If the information above hasn't helped them to access their documents, advise them to call our Customer Services team on 0345 6011 050.
If your client is experiencing issues accessing any of their documents online, please follow the suggestions below:
If they've forgotten their password for their online account, they can reset this by selecting the 'forgotten your password?' option: https://www.paymentshield.co.uk/forgotten-password.
Your client will then be asked to enter their details and the memorable word they created when they first registered for their online account. Once this is done, your client will be asked to enter a new password. After the password has been changed, they'll be able to log in as normal.
If we've been unable to identify your client from the details they've entered, please have them check that the information entered is correct and try again. The format of their date of birth should be DD/MM/YYYY.
If they are still unable to login or register, please advise them to call our Customer Services team on 0345 6011 050.
Posted Documentation
If your client is experiencing issues receiving their documentation in the post, follow the suggestions below for help:
- If they've recently taken out or renewed a policy, or made a change to their policy, please allow 3-5 working days for the documents to arrive in the post.
- Their account may be set up to receive their documentation online. Simply have them follow the steps above to log in and register to access their documents (currently only available for Home, Tenants Contents and Tenants Liability customers).
- If they've moved address and not updated us, we may still be sending their documentation to their previous address or an old correspondence address. If this is the case, please call us (or have the client call us) on the number below so that we can update our records.
If the information above hasn't helped them to access their documents, advise them to call our Customer Services team on 0345 6011 050.