What Customer Service Options Do UK Critical Illness Insurers Offer
UK critical illness insurers offer phone support (typically 8am-6pm weekdays), online chat, email, secure messaging portals, and some offer video calls. Dedicated claims teams provide extra support during claims. Many insurers also offer wellbeing services, second medical opinions, and 24/7 emergency claims lines.
Ways to Contact Your Insurer
Phone support
Direct lines for enquiries, policy changes, and claims - typically open Mon-Fri 8am-6pm
Online chat
Live chat for quick questions and general support during business hours
Email & secure messaging
Written communication through email or secure online portals
Video consultations
Some providers offer video calls for complex discussions or claims support
Frequently Asked Questions
What are typical call centre hours?
Most UK insurers offer phone support Monday to Friday 8am-6pm, with some providing extended hours or Saturday service. Emergency claims lines are often available 24/7.
Can I get support for making a claim?
Yes. All insurers have dedicated claims teams. Many offer claims concierge services that guide you through the process, help with paperwork, and liaise with medical professionals.
Is there support for vulnerable customers?
UK insurers must provide additional support for vulnerable customers under FCA rules. This includes accessible formats, extra time, and dedicated support teams.
Can my adviser handle communications for me?
Yes. If you used a broker, they can often liaise with the insurer on your behalf, especially during claims. This can be valuable when dealing with complex issues.
Related Questions
This page provides general information only and does not constitute personal financial advice. Critical illness insurance products and their terms vary between providers. Always read the policy documentation carefully before purchasing. Your Home Finance is authorised and regulated by the Financial Conduct Authority.