There's a number of reasons why we may send your client an Arrears or Default letter for their policy, but please reassure them not to worry. To check if anything else is required from them, simply have your client follow the instructions below:
If they've missed a payment on their policy, we'll send a letter letting them know about this.
If cover is still required
If their direct debit is still active, we'll attempt to collect the payment at a later date. Details of this will be shown in their letter. Alternatively, if their direct debit is cancelled or needs to be updated, please have the client get in touch with us to bring their account back up to date and arrange a payment. Also, don’t forget to set the direct debit back up if required!
If they're looking to cancel their policy
If your client is looking to cancel their policy with us, they'll need to contact us directly. If they've cancelled their direct debit without speaking to us first, this won't automatically cancel the policy.
If they've already spoken to us to cancel the policy, there may be an outstanding balance to pay to cover until their chosen cancellation date.
Please be aware:
- We don’t charge your client a fee for falling behind with payments or charge any interest for missed (or partly made) payments. There's also no impact on their credit record if this occurs.
- If they don't settle their outstanding balance, we’ll assume they no longer need the policy. The policy will be cancelled, and their cover backdated to the date they've paid up to, so there'll be no monies owed by them. Your client will continue to receive letters until we've backdated the policy.
If your client needs to make a payment or update their details, please advise them to call our Customer Services team on 0345 6011 050.
If they've missed a payment on their policy, we'll send a letter letting them know about this.
If cover is still required
If their direct debit is still active, we'll attempt to collect the payment at a later date. Details of this will be shown in their letter. Alternatively, if their direct debit is cancelled or needs to be updated, please have the client get in touch with us to bring their account back up to date and arrange a payment. Also, don’t forget to set the direct debit back up if required!
If they're looking to cancel their policy
If your client is looking to cancel their policy with us, they'll need to contact us directly. If they've cancelled their direct debit without speaking to us first, this won't automatically cancel the policy.
If they've already spoken to us to cancel the policy, there may be an outstanding balance to pay to cover until their chosen cancellation date.
Please be aware:
- We don’t charge your client a fee for falling behind with payments or charge any interest for missed (or partly made) payments. There's also no impact on their credit record if this occurs.
- If they don't settle their outstanding balance, we’ll assume they no longer need the policy. The policy will be cancelled, and their cover backdated to the date they've paid up to, so there'll be no monies owed by them. Your client will continue to receive letters until we've backdated the policy.
If your client needs to make a payment or update their details, please advise them to call our Customer Services team on 0345 6011 050.