We're here to support you
We understand that everyone needs a bit more help from time to time. So if you have a disability, a physical or mental health condition, or need extra support because your circumstances have changed, we’re here to support you.
You might only need support for a while, to help you get through a tough time – like losing your job. Or more permanent support because you have a disability or health condition, like hearing or speech impairment.
Whatever your situation, we’ll do our best to give you the support you need when you need it.
Tell us you need some extra support
To let us know how we can help you, you can:
• Call our friendly Customer Services team on
{MotivoNumber}.
Let us know about your vulnerability and we will get you through to someone who can help
• We've teamed up with SignVideo giving customers with hearing difficulties the ability to communicate via British Sign Language (BSL)
• Use the Relay UK service if you have hearing or speech difficulties.
Please have your policy number to hand when you get in touch.
I'm experiencing financial difficulties
You can talk to us
We want to help keep you covered, so if you're struggling with your monthly payments, please call us on {MotivoNumber} and tell us why you're calling as soon as you can.
We’ll be happy to run through all your different options, so you can decide what would make things more manageable for you.
Depending on your situation, we may be able to:
Update your policy to reflect your new circumstances – including reducing your mileage, taking a driver off your policy or changing how you can use your car
Move your payment date to help with cash flow
Spread any payments you’ve missed over the rest of your monthly payments
Cancel your policy, if that’s the best option.
You can talk to StepChange
We’ve partnered with StepChange – the UK’s leading debt advice charity. They help hundreds of thousands of people each year deal with their money worries with free, impartial and non-judgmental advice and support.
If you want to take the first step towards taking back control of your finances, you can contact Stepchange at:
0800 138 1111 Mon-Fri 8am-8pm, or Sat 8am – 4pm
Or complete StepChange’s 60 secs Money Health Check
Any information you share with StepChange is confidential and no one at Motivo will see it.
Other organisations that can help
You might also like to get in touch with StepChange or National Debtline if you’re dealing with debt. They offer free, confidential advice, guides and tools to help you get your finances back on track.
If you need help to manage your policy
You can nominate someone to support you
If you're finding it difficult to manage your policy, you can ask someone you trust to help you. We can set them up as your ‘authorised person’.
They'll be able to give us information and make changes to your policy on your behalf. If you give them permission, they may also be able to cancel your cover for you as well.
You’ll still be responsible for making sure all your policy details are correct and up to date. And we'll carry on sending your policy documents to you.
To add an authorised person, you can:
Log in to Your Account, then click 'Account Settings', then 'Authorised Person' and follow the instructions
If you’re having health problems
We understand that health conditions can sometimes affect your ability to manage your policy in the best way. If you’re living with a health condition, please get in touch and let us know how we can help.
We’ll do our best to give you the support you need to manage your policy more easily.
If you’ve had a recent life-changing event
If you're going through a difficult time because of a significant life event or a change in circumstances – for example, a divorce, bereavement or life-changing injury – we want to help.
We appreciate you might need some extra support while you navigate your new situation. So, we're on hand to chat through your options and help you manage your policy in a way that suits you.
If you need to tell us someone has died
We're so sorry for your loss. We know this can be a very difficult time and we’ll do everything we can to help.
If your loved one had a Motivo policy, or was included on someone else’s, please let us know. You can:
Click the Web Chat icon at the bottom of this page
Call us on {MotivoNumber} and tell us why you're calling. We will get you through to someone who can help
Other organisations that can help
You might like to get in touch with Cruse Bereavement Support or The Good Grief Trust. They can support you with counselling, advice and information, if you need it.
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