At n2n we are committed to supporting customers facing financial hardship and providing practical assistance when you need it most. Our Financial Hardship Policy can help you access support and services.

If your financial hardship is linked to a vulnerable situation (such as family or domestic violence, mental health challenges or significant life events), please let us know so we can provide appropriate support.

How we can support you

We understand that financial hardship can affect anyone. We will treat you with respect, empathy and understanding and will work with you to identify the type of support you require.

If you are experiencing financial stress and are unable to meet your financial obligations to us (for example, amounts owed following a claim or recovery), we may, where appropriate, work with you to:

• offer instalment payments
• delay or extend payment terms
• put the recovery of monies on hold
• release your debt (where appropriate)
• agree with you to pay a reduced lump sum amount

Where we become aware that your circumstances involve vulnerability, we will take additional care in how we manage your situation. This may include not referring your debt to a third-party collection agency and considering the risks of recovery action.

If you are having difficulty paying your insurance premium, please contact us as soon as possible so we can discuss options that may be available to help you keep your cover.

How to apply for support

We will not ask for more information than is reasonably necessary to assess your request. We will support you through the application process and aim to assess your request within 21 calendar days. We will keep you informed throughout the process.

Access to other information and support

Sometimes you may need extra help to get through a difficult time. Free, confidential, independent financial advice is available from National Debt Helpline or call 1800 007 007.

If you are not satisfied with how we have handled your request, you can raise a complaint with us. We will take your circumstances into account when reviewing your concerns.

Effective Date: 5/10/2021 – Reviewed 19/06/2026