We really like to hear from our customers, especially if we've done something you're not happy about. Many of the improvements we make to our websites or products come from customer feedback. And, unless we know that you're unhappy with our service, we cannot do anything to improve it.
We have developed integrated management information systems, to allow our business partners and us to better understand demand for products and the risk associated with underwriting certain perils. This means we can develop better, cost effective products, which customers want.
We explained that our policies must offer a high level of cover, deliver excellent customer service, and represent value for money. These are the criteria we use when selecting our products, so that we can be sure that they compare favourably with the best polices in the market place and often offer that little bit more.
When you contact us, the people you speak with are always friendly, polite, knowledgeable and eager to help. That is because everyone is involved in developing our products and systems. We endeavor to help our colleagues exploit their natural abilities and develop new capabilities, whilst creating roles that are satisfying and empowered.
No one likes being called by people they don't know trying to sell them something they don't want, so we never sell your information to 3rd parties. This is why if you make a purchase from us we don't ask you to opt in for 3rd party marketing; you don't need to, because we don't do it.
We provide quotes on all our products without the need for you to supply any personal information. You will only be asked for these details when you decide to purchase the policy.
We know that our customers dislike reading pages and pages of text to get a basic understanding of a product or concept. We also know that our customers are not keen on industry abbreviations and terms which are usually used to mask or confuse a policy exclusion or clause.
As a result, we try to use plain English to explain our products and we highlight any exclusions that are applicable as clearly as possible. Our "Key facts" documents for our policies, show at a glance what is and what isn't covered.
All insurance intermediaries charge for making adjustments to your policy and because there is a cost in doing that, we do too. However, we only charge £7.50 to administer a policy adjustment whereas our competitors charge between £15 and £25.
Our Terms Of Business explains everything you need to know about our relationship with you, from how to cancel your policy to more details on how we protect your privacy, and how to contact the Financial Ombudsman Service and information on the Financial Services Compensation Scheme.