Can I get policy information in a different format or with support?
Yes. Insurers should provide information in a way that meets your needs, such as large print, braille, audio or easy-read formats, or by phone instead of in writing. You can also ask for extra time or a named contact. Contact your insurer or adviser to ask for what would help.
Telling them what you need
Explain what format or support would help. You do not have to give a reason, but sharing it can help them support you better.
Someone to help you
You can ask a family member or friend to help you deal with the insurer, with your permission.
If support is not offered
If you are not given reasonable support, you can complain to the insurer and, if needed, to the Financial Ombudsman Service.
This article is general information about UK protection insurance, not personalised financial advice. Policy terms vary between insurers and products, so always check your own policy documents.
Last updated 27 October 2026