How Hedgehog can help
We want to make sure everyone who wants to use Hedgehog is able to. Hedgehog is a fully online insurance company and the way we help customers is through online self-serve, online chat and email. We don’t offer a traditional contact centre for you to call.
Instead, you can view your documents, update your policy, check your renewal or even cancel your policy - all online 24/7.
Making our website work for you
Our website works with all common internet browsers. This gives you the option to resize the text, change the font and colours used. You can read about more helpful ways to customise your website browsing through the My Computer My Way website.
Reading your documents
You can open and view your documents online via PDF - this allows you to change the text size to suit you.
We want you to know what we are talking about
Being understood is important - not only when you talk to us but also when we talk to you. Everyone at Hedgehog believes in talking to you in plain English. We promise to explain things in clear and easy to understand ways. If you ever feel like you don’t get what we are saying - stop us and tell us to talk in plain English.
What is plain English?
This means avoiding long, difficult to understand words and company jargon. It also means talking to the point and on a person-to-person level.
We understand that some of our customers may not be fluent English speakers or struggle to understand our emails, so you may want to set up an authorised user who can speak on your behalf and deal with the policy for you. It will 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 policyholder. Please contact us to set up an authorised user. An authorised user can only be added by the policyholder.
We understand health issues and concerns can arise at any time. If you feel you need additional support or help with your insurance policy due to health concerns, please contact us to discuss.
We understand that the cost of living may cause short or long term financial difficulties, therefore we will try to assist you as best we can should this situation occur. You may find these links useful. Financial Conduct Authority – Dealing with financial difficulties during Coronavirus The Money Advice Service – Money Navigator Tool The Money Advice Service – How to prioritise your debts
Support during difficult times:
Please contact us to discuss if you have any concerns.
Extra help where needed
We cannot advise you on what to buy or what cover you may need. However, if you do need extra help due to your own unique situation you can ask us to take this into consideration. Some of our customers have difficulty reading or writing emails or online chats. You can ask us to give you a call back if you tell the person you are chatting with. Please let us know if you have any additional support needs or accessibility requirements that we should be aware of when servicing your policy.