Staysure accessibility

At Staysure, we believe that getting travel insurance should be straightforward for everyone, regardless of how you access the internet, communicate or process information. 

We’re actively improving accessibility across our digital platforms. Our team is trained in vulnerable customer support, and we can provide documents in different formats, including large print. 

If you experience any issues using our services, or need support we haven’t covered here, please let us know by phone, online or in writing. Your feedback helps us listen, learn, and keep pushing to make our cover, processes and service better for those who need it most. 

However you prefer to get in touch, we’re ready to help with questions about your policy, our accessibility features or anything else.

Prefer to type? Our friendly live chat agents are available: 

Monday – Friday: 8:30 am – 6 pm 

Saturdays and Bank Holidays: 9 am – 5 pm 

Our live chatbot, Susi, is available to help 24/7.  

It you want to get in touch by post, you can write to us at: 

Britannia House, 
3-5 Rushmills Business Park, 
Bedford Rd, 
Northampton 
NN4 7YB

You can send us an email at [email protected]. We will aim to respond to your query within 3 working days. 

Standard print isn’t right for everyone. If you need any policy document in a different format, call our customer services team on 0333 006 8033 or email [email protected] and let us know what you need. 

We’ll provide large-print documents whenever you request them – ideal if you find standard text hard to read. 

If you have a hearing or speech impairment, you can contact us using the Relay UK service. It lets you type what you want to say, is free to use, and available during our normal opening hours. A specialist relay assistant will speak your words to us and type our response back to you. 

You can use Relay UK by: 

• Downloading the Relay UK app 

• Dialling 18001 followed by your chosen Staysure phone number.

Our pages are built to be compatible with screen readers – software that reads on-screen content aloud. Most devices have a screen reader built in.  

• Windows – Turn on the built-in Windows narrator by pressing the Windows key + Ctrl + Enter.  

• Android – Go to Settings > Accessibility > TalkBack to enable the screen reader. 

• Mac/iPhone/iPad – You can use VoiceOver for narration. Press Command + F5 on Mac or go to Settings > Accessibility > VoiceOver on a mobile device or tablet.  

If you’re using a screen reader and experience any issues on our site, please let us know

We aim to maintain a high degree of contrast between text and background colours across all our pages.  

Our pages support reflow, meaning you can zoom in significantly, and our pages will reorganise themselves to fit your screen. To adjust text size on a computer, press Ctrl + (plus) to zoom in or Ctrl - (minus) to zoom out. On a Mac, use the Command key instead of Ctrl.  

On a mobile device, you can usually adjust text size through your phone’s display or accessibility settings.

We constantly test our website across a wide range of browsers and devices to make sure it’s accessible for everyone, but feedback is always welcome. If something doesn’t work for you, please contact us, and we’ll investigate. 

Money worries shouldn’t add extra stress. If you’re struggling, you may qualify for the government-backed Breathing Space scheme, which pauses most enforcement action and freezes interest and charges on eligible debts for up to 60 days. 

There are two types of Breathing Space options: 

• Standard Breathing Space – available to anyone in debt who is getting professional debt advice. 

• Mental Health Crisis Breathing Space – available to people receiving mental health crisis treatment. 

You can only apply for Breathing Space through a debt advice provider. Free, confidential debt advice is available from: 

• StepChange – 0800 138 1111 

• National Debtline – 0808 808 4000 

• Citizens Advice (visit your local branch or citizensadvice.org.uk) 

If you’re in a Breathing Space period and need to discuss your policy, please let us know. Our team is trained to handle these conversations with care and sensitivity. 

If you have a Premium Credit Loan for your policy and need help or support please get in touch via email, phone or webchat. 

We aim to meet WCAG 2.2 AA accessibility standards across our site. While most pages already comply, a few older or third-party pages may fall short. If you find something that doesn’t work for you, please tell us so we can fix it. 

Some Staysure pages include links to external websites. Please keep in mind that we’re not responsible for the content or accessibility of third-party sites, and any site you visit will have its own terms and privacy policy.