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How we can support you
At carrot, we understand that life isn’t always straightforward. Sometimes things happen that make managing your insurance harder. Whether it’s a health issue, a life event, or you just prefer to handle things differently, we’re here to help.
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Help and Support
You might need extra support from us for lots of reasons. Below are some of the ways we can help, based on your individual circumstances.
Big life changes

We understand that redundancy, relationship changes, coping with a loss or other major life events can bring a lot of challenges. We’re here to support you if your circumstances have changed.

For example, we can:

  • Let someone be present during calls for support
  • Break calls into manageable chunks
  • Talk to someone you trust, like a friend, family member, or a third party authorised person who can help

To make us aware of your support needs you can fill in our online form.
For further help or support, please contact us on 0208 629 3308 or speak to us on Webchat.

You might also find these services helpful:

  • National Bereavement Service – practical and emotional support after a loss. Visit www.thenbs.org or contact them on 0800 0246 121
  • Samaritans – provide a listening ear to people facing a range of issues, including mental health problems, relationship difficulties, isolation, and bereavement.  Visit www.samaritans.org or contact them on 116 123
  • Hub of hope – Mental health support database provided by the mental health charity, Chasing the Stigma. Many services listed on the Hub of Hope website offer helplines, which you can call for support and advice. Visit www.hubofhope.co.uk.

Health or disability support

If a health condition or disability is making things harder to manage, we may be able to make adjustments to assist with your policy.

For example, we can:

  • Adapt our communication style to suit your needs, such as speaking slowly/clearly
  • Communicate through interpreters such as Relay UK
  • Communicate through webchat where possible
  • Talk to someone you trust, like a friend, family member, or a third party authorised person who can help

To make us aware of your support needs you can fill in our online form.
For further help or support, please contact us on 0208 629 3308 or speak to us on Webchat.

You might also find these services helpful:

  • Relay UK – Helps deaf, speech-impaired, and hearing people talk to each other over the phone using the relay service. Visit www.relayuk.bt.com or contact them on 0800 7311 888
  • NHS 111 – Can help when you need medical help or advice – but it’s not an emergency. Visit www.111.nhs.uk or contact them on 111
  • Hub of hope – Mental health support database provided by the mental health charity, Chasing the Stigma. Many services listed on the Hub of Hope website offer helplines, which you can call for support and advice. Visit www.hubofhope.co.uk

Money worries

We understand that money worries can make life feel overwhelming. If you’re struggling with your payments or need to discuss more affordable options, we may be able to offer options to support.

For example, we may be able to:

  • Spread your payments into smaller weekly payments
  • Change your payment date to better suit you
  • Review your cover to make sure it’s suitable for your needs

The support we can offer will depend on your individual circumstances.

To make us aware of your support needs you can fill in our online form.

For further help or support, you can visit www.granitefinance.co.uk/financial-help or contact us on 0208 629 3308 or speak to us on Webchat.

You might also find these services helpful:

  • Money Helper – Provide a range of resources, including digital guides, consumer helplines, and tools, to help people navigate financial decisions and make informed choices. Visit www.moneyhelper.org.uk or contact them on 0800 138 7777
  • National Debtline – A helpline for people with debt problems in England, Wales and Scotland. They give expert advice over the telephone and via email. Visit www.nationaldebtline.org or contact them on 0808 808 4000
  • Citizens Advice – Can help with benefits, debt/money advice, consumer issues, housing, relationships and more. Visit www.citizensadvice.org.uk  or contact Adviceline (England) on 0800 144 8848 or Adviceline (Wales) on 0800 702 2020

Help with communication or understanding your policy

We want to make it as easy as possible for you to talk to us and understand your insurance. If you prefer things explained differently or would like us to speak with someone on your behalf, just let us know.

For example, we can:

  • Provide additional explanation on policy T&Cs
  • Work with you to understand your needs and provide extra time to make decisions where possible.
  • Talk to someone you trust, like a friend, family member on your behalf. They can be authorised on your policy and assist with explaining terms or assist with translations.
  • Break calls into manageable chunks

To make us aware of your support needs you can fill in our online form.
For further help or support, please contact us on 0208 629 3308 or speak to us on Webchat.

You might also find these services helpful:

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