We're here to support you

Everyone needs extra help sometimes - and that’s okay.


If you have a disability, a physical or mental health condition, or your circumstances have changed, let us know. We’ll listen and do our best to support you, whether that’s for a short time or longer‑term.

Let us know you need extra support

Telling us how we can help means we can make things easier for you.
You can get in touch in the way that suits you best:

  • Chat to us

    The quickest way to get help is through live chat, where our team can talk things through with you.

    Chat to us

  • Sign Video

    We’ve teamed up with SignVideo so customers can communicate with us using British Sign Language (BSL).

    This service is available if you’d prefer to talk to us that way.

    Connect via BSL

  • Relay UK

    Use Relay UK if you have hearing or speech difficulties

    Connect via Relay UK

Or you can call our Customer Services team on  0333 043 2085.

When you get in touch, having your policy number handy will help us support you more quickly.
Just let us know what you’re finding difficult, and we’ll take it from there.

Need more support?

If any of these apply to you, we’ll guide you to the right support.

I'm experiencing financial difficulties

If you’re struggling with payments, you’re not alone -  please talk to us as early as you can.

We want to help you stay covered if possible. Call us on 0333 043 2085 and we’ll talk through your options, so you can decide what feels manageable for you.

Depending on your situation, we might be able to:

  •  Update your policy to reflect your circumstances, like reducing mileage or removing a driver
  •  Move your payment date to help with cash flow
  •  Spread missed payments over the rest of your monthly payments
  •  Cancel your policy, if that’s the right option for you

Free, independent money advice with StepChange

We’ve partnered with StepChange, the UK’s leading debt advice charity. They offer free, confidential and non‑judgemental support, so if you want to take the first step to taking back control of your finances, you can contact StepChange by:

Anything you share with StepChange is confidential. No one at Picnic Insurance or 1st Central will see it.

To find out more inforamtion about how StepChange can help you, check out their video here.

You might also find support from organisations like National Debt line, who offer free advice and tools to help you get back on track

If you need help to manage your policy

Ask someone you trust to help

If managing your policy feels difficult, you can nominate someone you trust to support you. This is called an authorised person.

If something can't be done online your authorised person would be able to speak to us on your behalf. If you give permission, they may also be able to cancel your policy for you.

You’ll still be responsible for your policy details, and we’ll continue to send documents directly to you.

You can add an authorised person by:

  •  Logging in to Your Account, going to Account settings, then Authorised person
  •  Starting a Web Chat with us
  •  Calling 0333 043 2085

If English isn't your first language

We offer an over‑the‑phone language translation service so we can communicate clearly with you. When you call our Customer Services team on 0333 043 2085, just ask for the Language Translation Service and we’ll take care of the rest.

If you're dealing with health problems

Health conditions can make everyday tasks harder, including managing insurance. 

If this applies to you, get in touch and tell us what you need. We’ll do our best to support you and make things easier to manage.

If you've had a recent life-changing event

If you’re going through a difficult time because of something like bereavement, divorce or a serious injury, we’re here to help.


We understand you might need extra support while things change. We’ll talk through your options and help you manage your policy in a way that suits your situation.

If you need to tell us someone has died

We’re sorry you’re having to contact us about this. We know this can be a difficult time.

If the person who has died had a Picnic policy, or was named on someone else’s policy, let us know and we’ll talk you through what happens next and what information we might need.

You can:

  •  Use Web Chat - click the purple icon at the bottom of this page
  •  Call us on 0333 043 2085

Other support organisations

You might also find support from:

They can offer counselling, advice and information if you need it.