At Howden, we know that life can bring unexpected challenges, and everyone's situation is unique. Whatever challenges you're facing, our commitment is to be here for you, offering support, reassurance, and guidance when you need it most. Below, you'll find ways we can assist in various situations, along with resources to empower you to make the best decisions for yourself.

There are lots of different reasons that you might benefit from a little extra help, and we'd like to be able to offer it to you when it's most needed. From a permanent disability, mental illness, eyesight or hearing impairment, or learning issues to a temporary inability to pay your bills or a change in circumstances such as bereavement. We are here to help.

We are constantly looking for ways to make your contact with us as straightforward as possible.

If there is a way of improving our service and support to you, please let us know

Email: bereavementandillness@clubcareinsurance.co.uk.

1. Mental wellbeing matters

When you're going through a tough time with your mental health, even the simplest tasks can feel overwhelming. It's okay to feel this way, and we're here to support you, step-by-step, so you're not going through this alone.

How we can support you:

• Flexible, patient conversations: Whether you need extra time, prefer shorter calls, or find email easier, just let us know. We understand that everyone moves at their own speed, and we're here to match yours.
• Clear and simple information: We'll walk you through each step with no rush.

Further resources:

• MIND - Call 0300 123 3393 or visit mind.org.uk
• The Samaritans - Call 116 123 or visit samaritans.org
• Anxiety UK - Call 0344 477 5774 or visit anxietyuk.org.uk

2. Supporting you through illness

Facing or recovering from an illness can be a long, challenging journey. You deserve the time and space to focus on your health, and we're here to help by making the details easier to manage. Let us provide support so you can concentrate on what matters most.

How we can support you:

• Personalised assistance: If you find it easier to discuss things in the afternoons or prefer written updates, we can work around your schedule and needs.
• Empathetic listening: We're here to take things as slow as you need. For example, if you'd like to cover just one question at a time, that's perfectly fine with us.

Further resources:

• Maggie's (Cancer Support) - Call 0800 888 6678 or visit maggies.org
• Macmillan Cancer Support - Call 0800 808 0000 or visit macmillan.org.uk

3. Physical disabilities

Living with a physical disability means having unique needs, and we're committed to ensuring your experience with us is as smooth and accessible as possible. You deserve the flexibility to manage things in a way that works for you, and we're here to adapt to what suits you best.

How we can support you:

• Support tailored to you: If you prefer written communication or find it helpful to include a caregiver in our discussions, we'll make it work for you.
• Respect for your time: We know things can take a bit longer. Whether it's scheduling extra time for calls or offering detailed follow-ups, we're here to adapt.

Further resources:

• Scope - Call 0808 800 3333 or visit scope.org.uk

4. Hearing impairment, speech impediment or similar difficulties

Where you would prefer or need to communicate with us via email, you may also use the email address shown above: bereavementandillness@clubcareinsurance.co.uk. If you are an existing client, we will direct you to your Howden branch, or if you are a new client, to the most appropriate branch for you. Please include in your email the purpose of your enquiry with details and the type of policy you wish to review.

How we can support you:

Further support might be required if you are dyslexic or finding it difficult to read from the paper your documents are printed on. Please ask us about having documentation printed on a different colour paper or in large print. Documents in these different formats can be requested by emailing us at large.print@howdeninsurance.co.uk. Alternatively, you can contact your Howden branch in other ways — by visiting the branch or telephoning us. Where you email us, please include the nature of your enquiry along with your name, full address, and the type of policy.

Further resources:

• Action on Hearing Loss - Call 0808 808 0123 or visit actiononhearingloss.org.uk
• Sightline Vision - Call 0800 587 2252 or visit sightline.org.uk

5. Financial Difficulty

If money is a bit of a struggle for you at the moment, you're not alone — we are here to help.

How we can support you:

We understand lots of things can lead to financial difficulty and our team will be happy to discuss your individual circumstances in order to assess your needs. This may include removing elements of cover you no longer require, making changes that could reduce your premium, and ensuring your details are up to date. Examples of options include, but are not limited to, reviewing your demands and needs, adjusting cover either on a short or long-term basis, and looking at other suitable products in the marketplace.

Please also be mindful of other obligations that might be applicable.

Examples:

• Motor insurance: Cancelling or reducing cover may breach car finance or lease agreements that require continuous comprehensive insurance.
• Home insurance: Cancelling buildings insurance may breach mortgage conditions requiring cover for the full reinstatement value of the property.
• Tenancy agreements: Some landlords require tenants to maintain liability insurance for accidental damage to fixtures and fittings.

Where changes to your insurance cover do not suit or help your financial situation and you pay for your insurance by premium finance, further financial tailored support — taking into account your individual circumstances — may be available from your finance provider.

Please let us know should you prefer to make an appointment to discuss matters confidentially with a Branch Manager or Manager. Email: bereavementandillness@clubcareinsurance.co.uk

Other Financial Support

Debt advice - help is at hand

Debt advice is where you get help from people in dealing with your debt. They can help you talk to people you owe money to and set up a repayment plan you can stick to.

• People who access advice often resolve their issues more quickly than those who don't, and hundreds of thousands get free debt advice every year.

Further resources:

You can also contact the following not-for-profit organisations directly for free, non-judgemental and impartial debt advice through telephone, online and face-to-face channels:

MoneyHelper
Phone - 0800 138 7777
Website - www.moneyhelper.org.uk

Money Advice Scotland
Website - www.moneyadvicescotland.org.uk

Citizens Advice
Phone - 0800 144 8848
Website - www.citizensadvice.org.uk

Advice NI
Phone - 0800 915 4604
Website - www.adviceni.net
Email - advice@adviceni.net

Citizens Advice Wales
Phone - 0300 330 1313 (Calls cost 12p per minute from a landline, and from 3p to 45p from a mobile)
Website - www.citizensadvice.org.uk/wales/debt-and-money/

AdviceUK
Phone - 0300 777 0107
Website - www.adviceuk.org.uk

Christians Against Poverty (CAP)
Phone - 0800 328 0006
Website - www.capuk.org

National Debtline
Phone - 0808 808 4000
Website - www.nationaldebtline.org

StepChange Debt Charity
Phone - 0800 138 1111
Website - www.stepchange.org

Ask Bill
Website - Ask Bill | Free and Impartial Help About Money and Bills

Business Debtline
Phone - 0800 197 6026
Website - www.businessdebtline.org

Civil Legal Advice
Phone - 0845 345 4345
Website - www.gov.uk/civil-legal-advice

Samaritans
Phone - 116 123
Email - jo@samaritans.org
Website - www.samaritans.org

6. Caring for a loved one

Taking care of a loved one can be both rewarding and demanding. You don't have to handle everything on your own, and we're here to support you every step of the way.

How we can support you:

• Personalised help: Whether you'd like a family member, friend, or carer involved in the conversation, we'll make that happen in a way that works for you.

Further resources:

• Carers UK - Call 0808 808 7777 or visit carersuk.org
• Age UK - Call 0800 678 1602 or visit ageuk.org.uk
• Office of the Public Guardian - Call 0300 456 0300 or visit gov.uk/power-of-attorney
• Dementia UK - Call 0800 888 6678 or visit dementiauk.org
• Alzheimer's Society - Call 0333 150 3456 or visit alzheimers.org.uk
• Mencap (learning disability) - Call 0808 808 1111 or visit mencap.org.uk

7. Bereavement support

Losing someone close to you is one of life's most difficult experiences. It's okay to take all the time you need, and we're here to handle the details so you can focus on healing.

How we can support you:

Simply call in to or telephone your local branch, or email bereavementandillness@clubcareinsurance.co.uk to notify us. Details of our branches can be found on our website — you don't even need to know which branch originally handled the policy. Just provide us with the details and we'll deal with the rest for you.

What we'll need

The policyholder's name, postcode, and date of birth.

What happens next?

We will ask you to supply a copy of the death certificate and will discuss the ongoing policy with you to ensure the right outcome.

Further resources:

• Cruse Bereavement Care - Call 0808 808 1677 or visit cruse.org.uk
• The Bereavement Trust - Call 0800 435 455 or visit bereavement-trust.org.uk
• Sands (baby loss) - Call 0808 164 3332 or visit sands.org.uk

8. Domestic violence

If you're experiencing domestic abuse, we understand that this can be a very difficult time, and you're not alone. We're here to provide compassionate and confidential support, ensuring you have access to the resources you need to feel safe and in control of your situation.

How we can support you:

• Private and secure communication: If you need to update your contact information or explore secure ways to communicate, we'll respect your need for discretion. For example, we can offer alternative communication methods to protect your privacy and ensure your safety. Please let us know if you would prefer to make an appointment to discuss with a Branch Manager or Manager in confidence. Email: bereavementandillness@clubcareinsurance.co.uk
• Confidential policy support: If you require specific adjustments to your policy for safety reasons, we're here to listen and make these changes confidentially, so you feel secure at every step.

Further resources:

• Victim Support - Call 0808 168 9111 or visit victimsupport.org.uk
• Women's Aid (Online chat service) - visit womensaid.org.uk
• Men's Advice Line - Call 0808 801 0327 or visit mensadviceline.org.uk

9. Limited mental capacity

We know that processing complex information can be challenging, and we're here to offer support. Our goal is to make things straightforward and accessible, so you can feel informed and empowered, whatever your needs may be.

How we can support you:

• Clear, simple language: We're committed to explaining things in plain language and avoiding jargon to make information accessible.
• Supporting your network: If you'd like to involve a friend, family member, or carer, we're happy to include them in our conversations.

Further resources:

• Dementia UK - Call 0800 888 6678 or visit dementiauk.org
• Alzheimer's Society - Call 0333 150 3456 or visit alzheimers.org.uk
• Mencap (learning disability) - Call 0808 808 1111 or visit mencap.org.uk
• British Dyslexia Association - Call 0333 405 4567 or visit bdadyslexia.org.uk
• King's Trust - Call 0800 842 842 or visit kingstrust.org.uk
• Reading Agency - Call 0207 324 2544 or visit readingagency.org.uk

10. Appointing someone to act on your behalf

Managing your insurance policy or application

If you need assistance in managing your policy, you can notify Howden and request a Delegated Authority on your record.

Power of Attorney

If a client has a Power of Attorney who wants to act on their behalf, we will need a certified copy of the Lasting Power of Attorney (LPA) certificate to be sent to the branch/branches that hold your policy/policies.