Accessibility and Support

We know some of our customers have different needs or a disability that may affect how they deal with us. Here are some of the ways that we may be able to support you.

Visual impairment (braille, large print, audio, coloured paper)

We can send product and policy literature to you in Braille, large print, on coloured paper, or as an audio file. To make a request, please fill out our online form with the document and format you need, along with your name, policy number and the address to send it to.

Hearing and speech

If you're deaf, have a hearing impairment, or you have difficulty with your speech, you can contact us via:

1. Type Talk calls from text relay services such as Relay UK whose operators are bound by confidentiality and are acting on your behalf, so you can share the secure details needed for identification and verification questions
2. Chat with one of our agents via messaging
3. Email
4. Write to us at: Admiral Group, David St, Cardiff CF10 2EH

Dealing with the loss of a loved one can be very difficult. As well as the emotional upheaval of coping with a death, you may have financial matters to take care of.

If you've just lost a loved one who had, or was named on, an Admiral insurance policy, you can let us know by filling out our online form or alternatively use our contact us page.

In certain situations, such as if you’re not a fluent English speaker, you may need to set up an authorised caller who can deal with your insurance policy for you. You can choose what access this person has and what they can do on your behalf, and you can cancel it at any time. You must not pay the person for this service and it’ll still be your responsibility to make sure all policy details are up to date and accurate. All policy documents will still be sent to the policy administrator.

You can contact us to set up an authorised caller. Alternatively you can write to us at Admiral Group, David St, Cardiff CF10 2EH or use the additional support webform to tell us about your needs.

Please note, an authorised caller can only be added by a current policyholder or policy administrator.

A power of attorney is a legal document that lets a person (the ‘donor’) appoint one or more others (known as ‘attorneys’) to help them make decisions or to make them on their behalf. You may choose to do this if your health or circumstances change.

When we receive the power of attorney document, we’ll contact the attorney to let them know we’ve received it and the policy has been updated. We’ll also write to the policyholder confirming the attorney can deal with the policy on their behalf.

Please send power of attorney documents with your policy number to Admiral Group, David St, Cardiff CF10 2EH.

Citizens Advice or a solicitor can help set up the power of attorney and make sure you have the documents we need. If you have any further queries about adding a power of attorney to your policy please send us an email or contact us.

Health issues can affect us at any stage of our lives. If you feel you need additional support with your insurance policy due to a health concern, please contact us to see how we can help.

Alternatively you can use our additional support webform.

If you're struggling with your finances, or the increased cost of living, we’ll do our best to help you. Please contact us to discuss how we can support. You can also contact us using our additional support webform.

You may find it useful to seek independent advice if you're struggling with your finances.

• MoneyHelper have a debt advice locator and other links to free advice and tools, to make it easier for you to find the right help.
• The Financial Conduct Authority have information on dealing with the financial impact of the rising cost of living.

Please contact us if you have any concerns.