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
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?
Beyond the 14 days you already get when missing a payment, we are able to extend your deadline further if you are eligible. The support team will clarify the maximum extension available.
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 maximum limit)
We’ll act quickly to help you avoid cancellation.
What if I already reached the maximum extension 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.