Claims Management
We fully subscribe to the FCA philosophy of “treating customers fairly”
Why Use Our Claims Management.
We fully subscribe to the FCA philosophy of “treating customers fairly” and our claims process is designed to ensure that we work to achieve the FCA Standards.
Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
Where consumers receive advice, the advice is suitable and takes account of their circumstances.
Consumers are provided with products that perform as firms have led them to expect, and the associated service is both of an acceptable standard and as they have been led to expect.
Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.
Our Service Level Standards
We will provide service level standards which we can jointly agree. We currently provide the following standard levels of service:
Monthly reporting will be provided for you to monitor our performance
Incoming call response = 80% answered within 30 seconds
Abandoned calls = 3%
Response to email claims = within 20 minutes
Response to letters = within 24 hours of receipt
Policy registration = immediate web based registration
Time to assess claims = 24 hours if noticed before 12pm
Claims payment = within 24 hours of receipt of invoice
These are maintained by an in house Performance Management system together with weekly % audits on all areas of the business. The service levels are also in line with all the regulatory mandates and in line with the newly formulated TCF (Treating the customer Fairly) standards.
We have early systems in place to identify any issues, the management have full autonomy to ensure all service levels are met and maintained.
We also have a full disaster recovery plan in place.