Great Customer Service
We pride ourselves on providing our clients great customer service but what do we
mean by great customer service?
- We do not charge you to use a credit card even American Express
- We do not charge our clients extra to receive a certificate and policy document
via the post if requested
- Our staff are properly trained to answer 95% of all questions about the products
that we sell
- If we can not answer your query straight away, we will provide a written response
within 1 working day
- Correspondence is answered the same day or next working day at the latest
- We will deal with all policy amendments the same working day
- Our clients have full access to their certificates and policy docs 24 hours a day
7 days a week 365 days a year
- If you ask for a refund we will deal with the request within 1 working day of receipt
(subject to policy terms and conditions)
- We aim to deal with 90% of calls the first time. If we do not take your call we
will call you back
- We are able to refer non-standard risks to the Underwriter and provide terms if
accepted
- We will innovate our products in response to our client feedback
- We will provide you with a variety of ways to contact during and outside office
hours
- If you have a claim we will provide you with assistance to get your claim settled
quickly and with the minimum of fuss