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Usually, Agent Million visits in person, although during the coronavirus crisis, a "contingency plan" is in place - although NS&I has not revealed details due to security reasons.
The NS&I website states that they contact everyone when they win a prize, however there may be instances when the good news doesn't arrive.
It may be that this is for three different reasons.
"This might be because you’ve moved and not told us, you’ve changed some of your other personal details, or our letter went astray," the website adds.