ReAssure Now

Registering with an invitation letter

The website address you’ve provided doesn’t seem to be working.

You can access ReAssure Now here if you’ve had problems reaching the site.

To make it easier for customers to enter web addresses in their browser, we use shortened web addresses in our communications. These are intended to automatically redirect to a longer web address.

If you’ve had issues accessing www.reassurenow.co.uk/activate it may be because your browser or security settings don’t allow redirects.

You should also check that you’re typing the web address into the address bar at the very top of your browser window, as this will take you to the exact address of the site.

If you’re typing the web address into your browsers ‘search box’ field, this search looks for a range of websites that could match your search, but you won’t necessarily be redirected to the ReAssure Now activation page.

I haven’t received an email verification code.
If you’re at ‘Step 2 – Verify your identity’, you can use the ‘Resend code’ link on screen to request another valid verification code. Please also check your Spam or Junk folder.

If you’ve asked for a code to be resent and you haven’t received a code more than 24 hours after requesting one, please send us a message using our online contact form and our Customer Services Team will be in touch with you as soon as possible.

My policy number isn’t recognised.
Your policy number may have previously been referred to as ‘contract number’ or a ‘plan number’. Alternatively if you’ve received a ReAssure branded letter confirming a new policy number, please use this. If you’ve tried both and they weren’t accepted, please send us a message using our online contact form and our Customer Services team will be in touch with you as soon as possible.

My verification code is not being recognised.
Some devices, browsers or operating systems could add additional whitespace to content that is copied from an email and pasted to another application. For example, copying a verification code of ‘123456’ from an email on a mobile device could result in copying ‘123456 ‘ and the pasted values not being recognised.

If you continue to experience problems with your verification code, please send us a message using our online contact form and our Customer Services Team will be in touch with you as soon as possible.

I’ve got as far as the Create Account screen but I’m unable to get any further.
This may because your policy number wasn’t recognised in the previous step. Your policy number may have previously been referred to as ‘contract number’ or a ‘plan number’. Alternatively if you’ve received a ReAssure branded letter confirming a new policy number, please use this. If you’ve tried both and they weren’t accepted, please send us a message using our online contact form and our Customer Services team will be in touch with you as soon as possible.

My log in details aren’t recognised.
For your protection, you only have a small number of attempts to enter your correct log in details. If you enter them incorrectly too many times, your account will be locked and you’ll need to contact a member of our Customer Services team. The following may help to avoid your account being locked:

• Check that you’re entering the correct email address for this account.
• If you’re unsure what your password is, you can change it before your account is locked, to see if this resolves the issue. If you need help with your password, read the section below on What are the requirements for creating my password, under Help with my ReAssure Now account. We also don’t recommend you reuse passwords for security reasons.

I’m trying to activate my ReAssure Now account using a corporate or works device or email address.
You may be attempting to access ReAssure Now from a work or corporate device, or using a corporate email address. We have taken all the necessary steps to satisfy common corporate security posture and security policies, for the majority of cases ReAssure Now is accepted as a trusted and secure on-line service.

However, employers often apply incredibly strict security protocols and depending on what these are, they may restrict access to certain types of emails or websites. To guarantee the best experience we recommend you use a personal device – the good news is that ReAssure Now is fully available on all personal devices such as tablets and mobile phones.

Help with logging into my account

Where can I find a summary of the latest changes to the ReAssure Now Terms and Conditions?
We’ve provided a summary of the changes to the Terms and Conditions in an article on our website.

I’ve turned on multi-factor authentication (MFA) but I’ve lost or no longer use that device.
If you can’t access the device you used when setting up MFA on your account, please call us on 0800 073 1777 between 8.30am and 5.30pm Monday to Friday, excluding bank holidays.

I can’t access my multi-factor authentication (MFA) code.
If you can’t access your MFA code, please call us on 0800 073 1777 between 8.30am and 5.30pm Monday to Friday, excluding bank holidays.

I’ve forgotten my email address for this account.
You’ll need to use the email address you used when you set up your ReAssure Now account. If you’re not sure what this was, or you’re having trouble accessing your account, please call us on 0800 073 1777 between 8.30am and 5.30pm Monday to Friday, excluding bank holidays.

How secure is my information?
We take protecting your personal and policy information very seriously. Please read our Privacy Notice for more information about how we do this – you’ll find a link to it at the bottom of each screen.

It’s important that you protect yourself and keep your ReAssure Now password secure. Don’t share it with anyone else or save it on any publicly accessed computers.

If you notice anything unusual on your ReAssure Now account please call us as soon as possible.

What are the requirements for creating my password?
Your password must:

• be a minimum of 8 characters long
• include at least one upper case letter (A-Z)
• include at least one lower case letter (a-z)
• include at least one number (0-9)
• not be the same as your email address
• include one of the following special characters: _!.@*$?&%#()+=
• not include any of the following special characters: “/’

For your protection it’s important to pick a strong password and consider changing it regularly.

I’ve already activated my account but I’m unable to log in
If you’re unable to log in, you could check things like your internet connection, or that you’re using the correct username and password. You might want to follow the ‘forgotten password’ link and change your password first, to see if this resolves the issue. If you still need help you can contact us. (Our lines are open from 8.30am – 5.30pm Monday to Friday excluding bank holidays.)

How do I change my password?
You can change your password by going to Your profile, select ‘Change your password’ and choose a new password.

If you’ve forgotten your password, you can select the Forgotten password link and follow the instructions.

Help with my payments and bank details

I need to let you know my new bank details to be able to carry on paying ReAssure.
If you’re currently paying money into a ReAssure policy, it’s fine to let us know your new bank details by secure message. We just need your new sort-code, eight digit account number, and the name of the account holder.

We’ll need to allow time for the bank to set up your new instruction, so if you’re within 2 weeks of the next payment due, we may collect this from your old account.

The Direct Debit Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.

• If there are any changes to the amount, date or frequency of your Direct Debit ReAssure will notify you 10 working days in advance of your account being debited or as otherwise agreed.
• If you request ReAssure to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
• If an error is made in the payment of your Direct Debit, by ReAssure or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.
• If you receive a refund you are not entitled to, you must pay it back when ReAssure asks you to.
• You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.

If you’d like to change the bank details we use to pay money from a ReAssure policy you’ll need to contact us. (Our lines are open from 8.30am – 5.30pm Monday to Friday excluding bank holidays.)

I need to let you know my new bank details to enable ReAssure to carry on paying me.
If you’re currently receiving money from a ReAssure policy and you want to tell us to pay your money to a different account , you can send us a secure message or call us on 0800 073 1777 to let us know. (Our lines are open from 8.30am – 5.30pm Monday to Friday excluding bank holidays.)
We’ll let you know what you need to do to make this change.

I’d like to change the regular amount I pay ReAssure, make a one-off payment to my policy or make adjustments to how much ReAssure are paying me. 
If you’d like to make a change to any payments you can send us a secure message.

Help with secure messages

How do I send a new secure message?
Go to Messages at the top of the screen and select Create secure message.
Select whether your message relates to one or more of your policies and the subject from the list.
Please read the Help section, as it may answer your question, or there may be specific things we need to know (for example, if you’re contacting us to change something).
Once you’ve finished typing, click Send and that’s it. We’ll get back to you as soon as we can.

How will I know when I have a new secure message from ReAssure?
You’ll see a notification next to the Your messages link in ReAssure Now.
If you’ve said we can send you notifications, we’ll also send you a text message, email or both (depending on the option you’ve chosen) to let you know when you’ve received a new secure message.

ReAssure has replied to my secure message, can I reply back to that message?
Secure messages are designed so you can ask us a question, or give us an instruction and we’ll send you a reply.
If you need to get in touch with us again you can simply send a new secure message.

What can I change by secure message?
Here’s a list of the types of changes you can request by secure message:

• Change your mobile and/or home phone numbers*
• Change your email address*
• Change your UK address*
• Change the bank details you use to pay us
• Tell us you’d like to stop paying into your policy
• Switch funds*
• Tell us you’d like to pay an additional amount into your policy
• You can also ask a question about your policy

* You may be able to complete these online yourself without needing to send us a secure message.

We’ll let you know if there’s anything you need to know or do before making any changes.

What can’t I change via secure message?
You may need to give us additional proof of some changes or validate information that’s more sensitive as part of our security measures.
Here’s a list of the types of changes you can’t request by secure message:
• Change your overseas address
• Change your name
• Send us files or documents
When we need you to fill out a form, we’ll provide a link to it, which you can print off and post back to us along with any additional identification required.