We are aware that many of our customers have varying needs which may affect how they view and access our website. We have been working hard to identify the areas which needed attention to ensure we meet the widest audience possible and our website has now been updated accordingly.
Documentation
We can provide marketing literature for you in Braille, large font or on audio tape, if you require this alternative format, please contact your local branch or our Customer Assistance Team.
Telephone
Our full range of services - new insurance, renewal, adjustments and claims can be accessed by phone. Therefore, in combination with post and or fax, we can handle all your insurance needs. You'll find our telephone numbers in Yellow Pages or you can contact our Customer Assistance Team and they'll advise you of the number or numbers to call.
Text Relay
As well as our standard telephone service you can contact any of our branches via Text Relay. Text Relay provides a link between any textphone user and a hearing person. The link is a highly trained Text Relay operator who provides a discreet and confidential service. If you are deaf, all you need is a textphone, which is a specially adapted telephone with a keyboard. If you are deaf you should dial 18001 followed by the full telephone number from your textphone. If the call is answered by a hearing person, a Text Relay operator is brought into the call. However, if the call is answered by another textphone user, the connection is direct with no need to involve an operator.
This service can be used at any time whilst our branches are open.
Visiting one of our branches
Our High Street branches are open 9am to 5.00pm Mon-Fri and 9am to midday on a Saturday.
Within our branches our friendly team are always willing to help by writing things down for you and receiving your instructions or replies in writing.
If sign language is your first language and you need an interpreter to discuss complicated insurance arrangements we'll provide this for you. Please provide us with as much notice as possible to arrange this as it could take some time to arrange, (possibly up to 4 weeks).
Wherever possible all of our new and refurbished branches have been designed to provide:
- Ramps where required.
- Desks rather than high level counters.
- Improved colour contrasting and lighting.
We are continually improving our branch environments to make them more accessible to customers with a disability however some of our branches are small or have features which it is not possible to alter. Where this is the case our friendly team will be happy to provide any assistance required.
Feel free to phone your local branch before making the trip. They'll be pleased to tell you how accessible their branch is and what facilities they can offer. Alternatively to find out if there are any other accessible branches in your locality phone our Facilities Team on 0161 233 3691* who will be happy to assist.
Contact us
If you feel we can improve our service we would welcome your comments. You can contact our Customer Assistance Team in the following ways:
By phone:
0161 233 3676*, (using Text Relay if preferred)
Online:
Please see our 'contact us' section.
By post:
Customer Assistance,
Open + Direct,
6 Great Marlborough Street,
Manchester,
M1 5SW
* Calls may be recorded.