Our client care and support principles

We understand that everyone’s circumstances are unique and that policy owners considering the iExtend offer may need extra support due to a few factors, including chronic health, mature age, cognitive disability or cultural background.

We will ensure the process of applying to iExtend is transparent, flexible and well-understood, and the policy owner is treated with respect and compassion every step of the way.

All information received is treated in line with our Privacy Policy.

1. Early Consideration 

Vulnerability can come in many different forms and may not be apparent. In this case, the iExtend team will work with you and your adviser during the pre-assessment and risk eligibility process to determine whether you need more support.

2. Flexbility

We recognise that everyone’s circumstances are unique, so the iExtend team will work with you and your adviser to decide how our offer fits your circumstances. We will look at each situation individually and be flexible in tailoring our communications to enable an outcome that works for all parties.

3. Compassion & Respect

The iExtend team will always approach each situation with compassion and respect, ensuring the way we communicate is clear and delivered in the way you and your beneficiaries find clear and simple.