Accessibility statement

Last updated: 27/05/2026

Our commitment to Accessibility

At One Call Insurance, we are committed to providing an accessible and inclusive online experience for all customers. We want everyone, regardless of ability, technology, or environment to be able to use and benefit from our website, app, and digital services.

We aim to meet the standards set out in the Web Content Accessibility Guidelines (WCAG) 2.2 AA, which provide recognised best practice for improving accessibility for people with a range of needs, including visual, auditory, physical, speech, cognitive and neurological impairments.

We also aim to meet our obligations under the Equality Act 2010, which requires us to make reasonable adjustments for disabled people.

Accessibility features we aim to support

To help ensure our digital services are usable for as many people as possible, our website and app include or aim to include:

Ability to navigate the website using a keyboard or assistive technologies (e.g., screen readers).
Clear, consistent structure and properly ordered content.
Descriptive alternative text for images where appropriate.
Sufficient colour contrast for users with low vision or colour-blindness.
Content that does not rely solely on colour, sound, or other single sensory characteristics to convey meaning.
Text that can be enlarged up to 500% without loss of content or functionality.
Compatibility with assistive technology tools, including support for Text Relay UK for phone communication.

We test our website and app using assistive technologies such as screen readers (e.g., JAWS, NVDA), browser zoom tools, and keyboard-only navigation.

Known limitations

While we work hard to make our digital services accessible, we are aware that some parts of our website and digital content may not yet be fully accessible. For example:

Some third-party tools, forms, or embedded widgets may not fully meet accessibility standards.
Some older PDF documents may not be fully compatible with screen reader software.

We are working to resolve these issues as part of our ongoing improvements.

Online Access and Self-Serve Features

Our brand is designed to be primarily online, giving customers convenient access to their insurance services 24 hours a day, 7 days a week.

Through our secure customer portal, customers can independently:

Update policy details
Change payment dates
View and download policy documents
Review policy information
Renew policies securely

We also offer the One Call app, which allows customers to view and manage their policy information on the go from their mobile device.

These self‑service tools are designed to ensure managing a policy is simple, transparent, and accessible.

Feedback and Contact Information

We welcome feedback on the accessibility of our website, app and digital services. If you experience accessibility issues or need information in an alternative format (such as large print, braille, audio, or accessible PDF), please contact us using one of the following:

Live chat: https://www.onecallinsurance.co.uk/contact-us/
Postal address: Saturn Building First Point, Balby Carr Bank, Doncaster, South Yorkshire, DN4 5JQ

We will respond to your request and work with you to provide the information in a format that meets your needs.

Your feedback and support

We welcome feedback on the accessibility of One Call’s website. If you find something that isn’t accessible, or if you need information in an alternative format please contact us at https://www.onecallinsurance.co.uk/contact-us/ and we will work with you to provide the content you need.

Commitment to improvement

We are committed to continuously improving accessibility across our digital platforms. Our ongoing activities include:

Reviewing and updating older documents to make them accessible.
Working with third‑party providers to improve accessibility of integrated tools and content.
Conducting regular accessibility audits and user testing.
Training our teams on accessibility standards and inclusive design.
Ensuring new content and services are built with accessibility in mind from the outset.

Accessibility needs evolve over time, and we are committed to reviewing this policy and our practices regularly.