Customers

            All business comes to us through intermediaries. One view is that the intermediary is our customer. The alternative view is that the insured is the customer. We resolve the issue by seeking to treat the insured and the intermediary fairly at all times.

Communication

            From initial quotation to policy issue we seek at all stages to be clear and explicit. What is covered and what is not covered is clearly stated in

                                 The key facts statement

                                 The quotation

                                 The confirmation of cover document

                                 The policy document

                Immediately it becomes apparent that the above is not being complied with our Compliance Officer is to be informed. Immediate consideration will be given to assess the seriousness of the issue and to establish what priority should be given to take remedial action.  A remedy will be implemented within 20 days or an explanation recorded as to why less urgent action is appropriate.

Self Interest

            It is only by being fair, clear and straightforward that intermediaries will return and continue to deal with us. We need that ongoing relationship to continue in business.

Summary

            Our customers are at the centre of our strategy.

                The priority is to put intermediaries in a position where they can provide good value insurance and efficient service to their client, the insured.

                We will treat everyone fairly and deliver what we have promised promptly and with clarity