What does “financial difficulty” mean?
You’re considered to be in financial difficulty if you’re struggling to pay due to circumstances such as:
A drop in your income
Unexpected bills
Delayed wages
Other essential costs that make paying on time difficult
You don’t need to use the term “financial difficulty” — just let us know what’s happening, and we’ll take it from there.
How do I request an extension?
To request an extension:
Speak to our customer support team.
We’ll ask a few short questions to confirm if you’re eligible for support.
How much extra time can I get?
We can offer an initial extension of up to 6 days beyond the 14 days you already get when missing a payment.
In total, you can receive a maximum of 20 days from your original payment due date
You must ask before 11am on your payment deadline — after this time, your policy may be cancelled automatically.
Can I still get help on my final deadline day?
Yes — but only if you act before 11am. If you contact us in time:
We may be able to extend your deadline (if not already at the 20-day maximum)
We’ll act quickly to help you avoid cancellation.
What if I already reached the 20-day limit?
We won’t be able to extend your deadline any further. If you’re still unable to pay, we’ll explain what happens next and how we can support you through cancellation if needed.
If you're struggling with payments, please don’t wait. The sooner you contact us, the more we can help.