Helping vulnerable customers

How we support you

We know that some people may have a harder time using our services because of their personal situations. We promise to treat everyone fairly, kindly, and with respect. Our goal is to make sure you feel confident and comfortable when using our services.

Who might need extra help

Life can sometimes make things challenging, and a customer might need extra support.
There are many different factors which may cause vulnerability such as:

  • Age
  • Financial hardship
  • Literacy barriers
  • Language barriers
  • Culturally or linguistically diverse
  • Physical health
  • Mental health
  • Family or domestic violence
  • Remote location

We are here to help and make sure you feel supported when using our services.

How we make things easier

Our goal is to ensure you get the support you need in a way that works best for you.

Here’s how we help:

  • Clear communication: We break everything down in simple, straightforward language, whether over the phone, through letters, or on our website, so you feel informed and confident before making any decisions.
  • Supportive team: Our friendly team is always ready to answer your questions and may follow up to make sure you’re happy with your policy.
  • Accessible options: We can provide documents in braille, large print, audio, or another language if needed.
  • Flexible payments: We know managing finances can be tough, and we’re here to help. If you need more time, contact our team and we will do what we can to help.
  • Quick and easy claims: We handle claims quickly and efficiently, providing a seamless, stress-free experience every step of the way.
  • Trusted contact nomination: You can give someone you trust permission to talk to us about your policy. They won’t be able to make changes for you but can pass on important information or help with any questions you may have.

 

Helping customers who need extra support

We’re here to help customers who might need extra care. Here’s what we do:

  • Listening carefully: Our team is trained to listen closely and notice when someone might need extra help, even if they don’t say it directly.
  • Personal support: When someone needs support, we adapt our approach and communicate in a way that best meets their needs, ensuring our help is both thoughtful and effective.
  • Easy ways to communicate: We communicate using clear, straightforward language and can provide alternative explanations.

 

Empowering our team to support every customer

We’re here to give you the best service possible. That’s why our team is fully trained and ready to help anyone who might need a little extra support. We’re all about understanding your unique needs and providing care with empathy. Here’s how we do it:

  • Recognising the signs: Staff are trained to identify when someone might be struggling – whether they’re feeling confused, uncertain, or distressed.
  • Showing empathy and understanding: Our team is taught to listen actively, respond with kindness, and approach every conversation with compassion.
  • Hands-on practice: By engaging with realistic scenarios, our staff build the confidence and skills needed to handle challenging conversations.
  • Ongoing skill development: Regular training sessions keep our team’s skills sharp and make sure they’re always ready to provide exceptional support.

 

Checking our policy

  • We make sure our rules for helping customers stay helpful by:
  • Asking customers what they think and using their feedback to improve.
  • Checking our staff training each year to keep it up to date.
  • Changing our policy when needed so we can keep helping everyone in the best way possible.

 

Help available

Our customer service team are here to help. If you, or a British Pet Insurance policyholder you know requires extra support, please do not hesitate to contact our team on 01444 708840.

National relay service

Relay UK is a service that helps people who are deaf, hard of hearing, or have speech impairments to communicate over the phone. Relay UK provides a text-to-speech and speech-to-text translation service using a live relay assistant. It’s a free service, and you only pay your normal call charges.

0800 7311 888
Download the app
www.relayuk.bt.com