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.
When can I get an extension?
You can usually get a 7-day extension from your original document deadline if:
The document hasn’t yet been reviewed by our team.
You haven’t already been sent a final deadline that mentions cancellation.
You let us know before your deadline passes.
If you’ve already been given a strict deadline or we’ve started reviewing your policy, we may need to review your request before confirming any extension. We’ll let you know what’s possible.
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.
If you're unsure, speak to our customers support team.
What if I’m waiting for a document I can’t get yet?
Let us know if:
You’ve applied for the document (e.g. proof of address or job role).
You’re currently outside the UK and will be back soon to access your paperwork.
We can usually extend your deadline if you're due back within two weeks.
How can I request more time?
You can request an extension through our customer support team. Make sure to tell us:
Which document you need more time for.
When you expect to have it ready.
This helps us understand your situation and respond faster.
What happens if I miss the deadline?
If we don’t receive your documents by the final deadline and you haven’t asked for an extension, we may need to take action on your policy. That’s why it’s really important to reach out as soon as you know you’ll need more time.