Why we're asking for information
Why are you contacting me?
We're reviewing our customer records to make sure the information we hold is complete, accurate and meets legal and regulatory requirements.
Why do you need this information now?
Our review found that some information may be missing, incomplete, out of date or needs to be checked.
Do I have to complete this process?
Yes. As a regulated business, we must verify certain customer information. We ask customers to cooperate by providing the documents reasonably needed for these checks.
I've been a customer for years. Why are you asking me now?
We must review and update customer records from time to time to make sure they remain accurate and complete.
I've already provided these documents. Why do I need to send them again?
We may need updated documents if earlier copies have expired, are no longer valid, were incomplete, or were not successfully uploaded to the system.
I've already completed this exercise. Do I need to do it again?
If you believe you have already completed the process, please contact us with your reference details so we can check the status of your submission.
Your policy and claims
What happens if I don't provide the information?
If you do not provide the requested information, we may need to restrict your policy, services or account until the verification requirements have been met.
Will my policy remain valid while this is being resolved?
Your policy will continue to be assessed in line with its terms and conditions. If there is any impact on your policy, we will contact you directly where necessary.
Will this affect my cover?
In most cases, there will be no immediate impact. However, if the required checks remain outstanding, this may eventually affect how your policy is managed or serviced.
Can I still make a claim?
Yes. Claims will continue to be assessed in line with your policy terms and conditions. We may ask for additional information where necessary.
What if I have an urgent or ongoing claim?
Please contact our Claims Team as soon as possible. We will assess your claim and explain any outstanding verification requirements.
What if I'm dealing with a bereavement?
We understand this may be a difficult time. Please contact us so we can offer appropriate support and discuss other arrangements where needed.
What happens if the deadline has passed?
Please contact us as soon as possible. We will review your circumstances and explain the next steps.
Can I ask for more time?
You can ask for an extension. We will consider requests individually.
Messages and checking that a request is genuine
I received more than one message. Which should I follow?
Please follow the most recent message you received. If you are unsure which message to follow, contact our support team for clarification.
Is this a scam or phishing message?
We understand why you may want to check. Before sharing information, verify the request using the official contact details or website shown in our policy documents or on our website.
How can I check that this request is genuinely from you?
Contact us directly using the details published on our official website or in your policy documents. Do not rely only on contact details in a message you are unsure about.
What should I do if I think someone is pretending to be you?
Do not share any information with them. Contact us immediately using our official contact details and report what has happened.
Where can I find the latest information about this exercise?
We will share updates through our official communications channels, website and customer support team.
Will you send me reminders?
We may send reminders if you have not yet completed the process.
How many times will you contact me?
The number of reminders may vary depending on your response and the applicable regulatory timelines.
I received a reminder, but I've already completed the process. What should I do?
Please contact us with your reference details so we can check your submission and update our records if needed.
Documents we may ask you to provide
What information do I need to provide?
We may ask for identification, proof of your address and other information needed to verify your identity and policy details. The documents required will depend on your circumstances.
Why do you need my identification?
We use identification documents to confirm who you are and to meet our legal and regulatory obligations.
What types of identification can I use?
Depending on your circumstances, acceptable documents may include a passport, driving licence, national identity card, residence permit or other government-issued identification.
Can I use my passport?
A valid passport is generally accepted as proof of identity.
My passport has expired. What can I use instead?
You may be able to provide another accepted form of identification, such as a driving licence or national identity card. Please contact us if you need help confirming what we can accept.
My passport is being renewed. What should I do?
Please contact us so we can discuss other forms of identification that may be acceptable while your passport is being renewed.
Can I use my national identity card?
A valid national identity card may be accepted where it meets our verification requirements. Please contact us if you need to check.
Can I use a driving licence?
A valid driving licence is generally accepted as proof of identity.
Can I use a Home Office or immigration document?
Some Home Office or immigration documents may be accepted. If you need to check whether your document is suitable, contact Customer Services at
customercare@diasporainsurance.com.
My Home Office documents are being renewed. What should I do?
Please contact us so we can discuss temporary arrangements and other evidence that may be acceptable.
I don't have proof of address. What can I use?
Please contact us. Depending on your circumstances, we may be able to accept alternative documents.
I live with relatives and the bills are not in my name. What can I provide?
Please contact us to discuss other documents that may be accepted as proof of where you live.
I've recently moved. Which address should I provide?
Please provide evidence of your current residential address and let us know if your details have changed.
The name on my ID is different from the name on my policy. What should I do?
Please provide a document explaining the difference, such as a marriage certificate, deed poll or other official evidence.
I've changed my name. What evidence do I need?
We may ask for a marriage certificate, deed poll or another official document confirming your name change.
My document is damaged or difficult to read. What should I do?
Please send the clearest copy you can. If the details are still difficult to read, contact us to discuss other options.
My document is not in English. Can I submit it?
You may be able to submit it. Depending on the document, we may ask for a certified translation.
I don't have a scanner. How can I send my documents?
You may be able to take a clear photograph of your document and upload it using the approved submission method.
Can I take a photograph of my document?
Yes, as long as all the details are clearly visible and easy to read.
What if I cannot obtain the document you've asked for?
Please contact us as soon as possible so we can discuss whether other evidence may be accepted.
Submitting documents and getting help
What happens after I submit my documents?
We will review your documents and check the information provided. We will contact you if we need anything else.
How long will it take?
The time needed can vary depending on the number of submissions we receive. We aim to review your information as quickly as possible.
Will you tell me when my information has been accepted?
Where applicable, we will confirm when your information has been processed successfully.
What if my documents are not accepted?
We will explain why and let you know what to do next, including whether other documents may be accepted.
What if I disagree with the decision?
Please contact us to explain your concerns. We will review the matter and provide further guidance.
Can someone help me complete the process?
Yes. Our Customer Service Team can guide you through the process and explain what you need to do.
Can I speak to someone instead of using the online process?
Yes. Please contact our customer support team using the details provided in our communication.
I'm older or need extra support. What should I do?
Please tell us about your circumstances. We will make reasonable efforts to provide appropriate assistance.
Can a family member help me?
Yes, but we may need to confirm that you have authorised them to help you.
Can someone submit documents on my behalf?
This may be possible if we have the appropriate authorisation and have completed the necessary checks.
Can I choose how you contact me?
Where possible, we will try to use your preferred contact method. Please contact us to discuss your preference.
How we use and protect your information
How will you use my documents?
We will use your documents to verify your identity, manage your policy, meet legal and regulatory obligations and carry out related business activities.
How will you protect my personal information?
We use appropriate technical and organisational measures to help protect your information.
Who can access my documents?
Access is limited to authorised staff who need the information to do their jobs.
How long will you keep my information?
We keep information in line with legal, regulatory and business record-keeping requirements.
Will you share my information with anyone else?
We will share your information only where permitted by law, required under a contract or necessary for legitimate business purposes.
Will I be charged for completing this process?
No. There is no charge for providing the required information directly to us.
Do I need to pay anyone to help me?
You do not need to pay a third party to submit information on your behalf. You may choose to seek independent assistance, but please be cautious of anyone asking you to pay to complete this process.
Special circumstances
What happens if you cannot reach me?
We will make reasonable attempts to contact you using the details we have. If verification requirements remain outstanding, restrictions may apply where required by regulation.
I live outside the country. Do I still need to provide information?
The same verification requirements generally apply to customers living overseas, although alternative documents may be accepted depending on the country or jurisdiction.
What happens if the customer has died?
We will follow the appropriate process and may work with the next of kin, executor or authorised representative.
What if the policyholder is a child or dependent?
Depending on the circumstances, we may need to verify information about the policyholder, parent, guardian or authorised representative.
What if my policy has more than one policyholder?
We may need to verify the information of each person named as a policyholder.
What if my policy is held through an employer, scheme or other arrangement?
We will review the arrangement and let you know which individuals or organisations need to provide information.
Need help?
If you have questions about the documents you need to provide, need extra support or cannot meet the deadline, please contact us using the official details below. For questions about Home Office or immigration documents, you can contact our Customer Services or Compliance team.
Call or WhatsApp: +44 770 383 8304
These are our official contact details. If a message asks you to use different details, check here first.
