1. Purpose

Homesure recognises that customers may experience circumstances that make it harder to understand information, communicate, make decisions or use services. Vulnerability may be permanent, temporary or change over time. Our aim is to provide reasonable and respectful support without making assumptions about a customer.

2. How we can help

• Allow additional time to explain information or next steps.

• Use clear language and repeat or summarise important information where helpful.

• Communicate through a reasonable alternative format or channel where this can be provided.

• Allow an authorised family member, carer or representative to assist where appropriate authority has been provided.

• Take known accessibility or communication needs into account when arranging contact or service visits.

• Help a customer understand the services included in their Plan, important limits, exclusions, payments and cancellation options.

• Take additional care where a customer tells us they are experiencing a temporary or long-term circumstance that may affect their ability to engage with us.

3. Information we ask for

You only need to tell us information that is relevant to the support you need. We will handle information about support needs in accordance with our Privacy Policy and restrict access to people who need it for their role.

4. Representatives

We may speak with an authorised representative where you have given appropriate permission or where another lawful authority applies. We may need to verify the representative's identity and authority before sharing account information or accepting instructions.

5. Contact

If you would like to discuss an adjustment or additional support, call 0800 068 3534 or email customerservice@homesurewarranties.co.uk.