We understand that life can get busy and sometimes it's hard to send documents right away. If you need more time to upload a document, we're here to help where we can.
This does not apply to the ID Check you complete when you first buy your policy. ID Check deadlines cannot be extended.
When can I get an extension?
Extensions are not automatic and are reviewed case by case. Whether an extension is possible depends on the type of document requested and the circumstances. We cannot guarantee one will be granted.
We may be able to help if:
The document has not yet been reviewed by our team.
You have not already been sent a final deadline that mentions cancellation.
You let us know before your deadline passes.
If you have already been given a strict deadline or we have started reviewing your policy, we will need to review your request before we can confirm anything.
How do I know if my deadline is flexible?
You can tell the difference between a flexible and final deadline based on what the message says:
Flexible (soft) deadline: The email says we need the document and might take action if we don't get it.
Final (strict) deadline: The email clearly says your policy will be cancelled if we don't get your documents by a certain date.
What if I'm waiting for a document I can't get yet?
Let us know if:
You have applied for the document (for example, proof of address or proof of your job role).
You are currently outside the UK and will be back soon to access your paperwork.
Our team will review your situation and let you know whether an extension is possible.
What happens if I miss the deadline?
If we do not receive your documents by the final deadline, we may need to take action on your policy, which can include cancelling it. If you tell us before your deadline passes, we can look at whether more time is possible.
Key takeaway: Document deadlines can sometimes be extended, but this is reviewed case by case and is never guaranteed. ID Check deadlines cannot be extended.