Supporting our customers

Posted on 21 March 2025 by Stephen Griffiths

Did you know…?

54% of UK workers lack essential digital skills (e.g. accessing online payslips) – impacting 21.7 million people[1]
9% of residents (over 5 million people) speak a language other than English or Welsh as their main language[2]
1 in 3 UK adults (31%) report anxiety due to financial stress, with 9% feeling hopeless about their situation[3]
8% of UK adults felt lonely ‘always or often’ in 2024[4]
30% of adults experience poorer sleep quality due to financial worries[5]

Supporting Our Customers

At Allegiant, we are committed to supporting our customers throughout the claims process. In addition to providing guidance and clear communication, we strive to meet their needs in every way possible.

We recognise that personal circumstances and experiences can impact daily life, including interactions with us during a claim. We encourage our customers to be open and honest about their situation so we can consider their needs, provide appropriate support, and offer assistance where necessary.

This blog outlines the types of support Allegiant can offer, depending on individual circumstances, along with external resources that may provide additional assistance.

Capability

We understand that some customers may face challenges with digital literacy, numeracy, or understanding complex information. Learning difficulties, language barriers, and a lack of support from family or friends can further complicate these challenges.

To help, Allegiant can simplify and clarify our communications. We can also adapt our contact methods, such as explaining information over the phone instead of through email. Customers may also authorise a trusted third party, such as a family member or friend, to communicate with us on their behalf.

Life Events and Resilience

Life events such as job loss, relationship breakdown, retirement, or unstable employment can impact financial stability. Additionally, some customers may struggle with financial management, leading to over-indebtedness and increased emotional stress. This, in turn, can negatively affect mental health.

We encourage customers to inform us if they are facing such challenges so we can provide understanding and support. In some cases, we may refer customers to external organisations for financial guidance, such as debt advisory services, which we discuss further in our Financial Difficulties blog.

Other life events, such as bereavement or caregiving responsibilities, may require customers to have extra time to respond to information requests or even a temporary pause in communications. Additionally, domestic abuse, including financial control by a partner, can have a significant impact. We address this topic in our Financial Abuse blog.

Health (Including Mental Health)

We acknowledge that medical conditions, impairments, illnesses, and disabilities may influence a customer’s experience during the claims process.

Customers with physical disabilities may require extra time for certain tasks, such as cashing a cheque. Cognitive conditions—including autism, dyslexia, ADHD, and memory loss—may affect how a customer communicates or processes information. If we are informed of these circumstances, we will take them into account when handling claims.

For customers with visual or hearing impairments, we can adjust our communication methods accordingly. This may include alternative formats, different contact methods, or speaking with an authorised third party on their behalf.

Additionally, we recognise that poor mental health is often linked to the types of claims we handle. For instance, victims of financial scams may experience significant emotional distress, while those affected by unaffordable lending may struggle with anxiety or stress related to financial instability.

We encourage customers to be open and honest about their circumstances so we can tailor our services to provide the best possible support.

Get in Touch

If you are making a claim with Allegiant and require additional support or accommodations, please let us know. We are here to assist you in any way we can.

You can contact us via: