How we support our customers with extra needs

Paymentshield is committed to supporting all our customers and recognise that some may need more help than others when it comes to finding out more about our insurance or managing their policy.

The entire Paymentshield team receive training to understand when and how we might need to offer additional support and our Customer care team are trained to help identify those that might need extra help and adapt their approach to support the customer as much as possible.

a range of ways

A range of ways to contact us

Most of our customers prefer to contact us by telephone, but we recognise that some people would like, or need to use other forms of communication. Therefore, we offer a range of options to get in touch which include webchat, email, post, fax and even social media.

Documents in braille or large print

We’re able to arrange for visually impaired customers to receive their insurance documents and general correspondence via braille or large print. Please contact us to find out more.
text to talk

Text to talk calls

We can accept and make calls via Relay UK or other Text to Talk services used by customers who may have difficulties with hearing or speech.
written follow up

Written follow-up

We know that for some people taking in everything discussed on a phone call, especially one about insurance can be difficult. We’re therefore happy to email or post a written account of any call made so that it can be read and checked at a later date.
offering advice

Offering advice

We have a dedicated team who are trained and regulated to be able to check if your policy still meets your needs and budget. They can also make recommendations for changes to your policy if you don’t already have a relationship with someone who can give you professional advice. This might mean changing elements of your existing policy or even moving to a new policy.  Please contact us to find out more.
reaching out via treview site

Reaching out via review sites

Sometimes a policyholder might not realise we're able to help them but may leave a message on a review site such as Feefo or Trustpilot. When this happens we'll endeavour to respond and offer our support.
speaking to a family member

Speaking to a family member or friend

If it’s easier for someone else to speak to us about your insurance rather than you having to call us yourself, we’ll happily accommodate that for you. We’ll just need your written permission to speak to someone on your behalf and then we’ll keep a note of that on our system for any future calls, so you only need to tell us once. Just send us an email with the name, DOB and relationship of the person you’re happy for us to speak to or mention it next time you call us.
financial difficulty

Help for those in financial difficulty

If you're struggling with your finances and need more specialist support then we’re able to provide, we can share contact details of support services that are available to you such as the Citizens Advice Bureau or if you’re struggling financially, the financial conduct authority (FCA) offers a wide range of support groups and charities that can support you through times of short and long-term financial challenges.
mental health

Mental health support

Where we identify a customer might need more specialist support than we're able to provide support for their mental well being, we can help to provide a referral to the mental health charity Mind.