Accessibility and Support

We know some of our customers have different needs or a disability that may affect how they deal with us. Here are some of the ways that we may be able to support you.

Visual impairment (Braille, large print and audio)

We can send product and policy literature to you in Braille, large print, or as an audio file. To make a request, please fill out our online form with the document and format you need, along with your name, policy number and the address to send it to.

Hard of hearing

We have several ways you can contact us to manage your policy or claim if you are deaf or hard of hearing:

1. Type talk calls from text relay providers such as NextGen and Typetalk
2. Chat with one of our agents via Messaging

   Message Us

3. Email
4. Write to us at: Admiral Group, David St, Cardiff CF10 2EH

Dealing with the loss of a loved one can be very difficult. As well as the emotional upheaval of coping with a death, you may have financial matters to take care of.

If you’ve just lost a loved one who had, or was named on, an Elephant insurance policy, you can let us know by filling out our online form or alternatively use our contact us page.

In certain situations, such as if you’re not a fluent English speaker, you may need to set up an authorised caller who can deal with your insurance policy for you.

You can choose what access this person has and what they can do on your behalf, and you can cancel it at any time. You must not pay the person for this service and it’ll still be your responsibility to make sure all policy details are up to date and accurate. All policy documents will still be sent to the policy administrator.

Please contact us to set up an authorised caller. An authorised caller can only be added by a current policyholder or policy administrator.

A power of attorney is a legal document that lets a person (the ‘donor’) appoint one or more others (known as ‘attorneys’) to help them make decisions or to make them on their behalf. You may choose to do this if your health or circumstances change.

When we receive the power of attorney document, we’ll contact the attorney to let them know we’ve received it and the policy has been updated. We’ll also write to the policyholder confirming the attorney can deal with the policy on their behalf.

Please send power of attorney documents with your policy number to Admiral Group, David St, Cardiff CF10 2EH.

Citizens Advice or a solicitor can help set up the power of attorney and make sure you have the documents we need. If you have any further queries about adding a power of attorney to your policy please send us an email or contact us.

Health issues can affect us at any stage of our lives. If you feel you need additional support with your insurance policy due to a health concern, please contact us to see how we can help.

We're committed to treating our customers fairly when they're struggling, and we'll do our best to help you if you think you might be having financial problems.

For example, if you can’t make your direct debit payment, we may be able to change the payment date to suit youbetter. If you have been financially impacted by coronavirus, please contact us so that we can look at how to support you.

You may find it useful to seek independent advice if you are struggling with your finances.

• The Money Advice Service who have a debt advice locator and money navigator tool
• The Financial Conduct Authority have information on dealing with financial difficulties during coronavirus

What should I do if I can’t pay due to financial difficulties?

Connect with one of our friendly agents who will look at options available to support you as best we can.