Alternative contacts

Alternative contacts
Power of attorney
Trusted alternative contact

Alternative contacts

You can choose a friend, family or trusted person to make decisions about your policy on your behalf. So if you can't manage your policy right now, here's how to register an alternative contact with us

Power of attorney

This is a legal document that lets a person choose one or more people to act on their behalf, if they’re unable to – e.g. to deal with banks, utilities and insurance. There are two types of LPA (lasting power of attorney) documents: health and welfare, and property and financial affairs. We would need to see the LPA document for property and financial affairs.

To record a power of attorney with us, you’ll only need to send us your LPA access code. We can use this code to access the document.

If we need anything else from you, we’ll be in touch.

We’ll continue to send documents to the policyholder (such as renewal invites), unless you tell us otherwise.

Trusted alternative contact

If you’re finding it difficult to talk to us, we can speak with someone else on your behalf if you would prefer. We call this a trusted alternative contact.

What is a trusted alternative contact?

A trusted alternative contact is someone that you as the policyholder can nominate to act on your behalf. This contact is authorised to talk to us on your behalf if, for any reason, you are unable to.

They can discuss your policy, any claims and can make changes on your behalf - the only thing they can’t do is cancel the policy, as we’ll still need to speak to the policyholder for that.

If you’ve recently experienced a bereavement, you may want us to speak with a trusted contact on your behalf. We’re more than happy to do this, all you have to do is contact us to make us aware.

How do I add a trusted alternative contact?

If you’d like us to do this, please contact us first with the following information:

Your full name
Your policy number
The name, date of birth, and contact details for your alternative contact

If you are a car or home insurance customer, you can name your alternative contact in your online account by clicking on ‘add trusted person’. For all other policies, please contact us and a member of the team can assist you.

To prevent fraud and protect our customers, we may ask you some security questions to confirm your identity when adding a trusted person to your policy.