Intermediary Live Chat - Applications in progress & existing customer query team

Our Live Chat team can help with your queries on applications in progress and product transfers for existing customers. Don’t forget, you’re able to send a case message directly to the team who’s looking after your case from within our online application system.



Start a chat with our applications in progress & existing customer query team

When launching Live Chat, you’ll be required to fill in the Subject box. We’ve listed a few of our most common query subjects below.


Help us connect you to our team quicker – what’s your applications in progress or existing customer query about?

Please copy and paste one of these options, or type into the subject box yourself.


  • Technical support – password resets, account unlocks
  • AIP decline
  • Application decline
  • Product/rate query
  • Update on a new business application
  • Update on a product transfer
  • Other (please specify)

Keyboard Shortcut Tips:

Windows-PC: Copy (CTRL+C) and paste (CTRL+V)

Apple Mac: Copy (Command+C) and paste (Command+V)</td >

We’re currently unable to help with the following queries over Live Chat:

  • Porting and further advances
  • Linking to case administrators
  • Fee payments.

Our applications in progress & existing customer query team can’t answer pre-application queries over this Live Chat. For help with these, please use our pre-application queries Live Chat.

Once your Live Chat session ends, we’d love your feedback on our service. You can do this by completing the end of chat survey. Plus, you’ll be helping us improve our service in the future.

*Live Chat is available 9am to 5pm Monday – Friday, excluding Bank Holidays. Chat transcripts may be recorded for training and monitoring purposes.