Treating Customer's Fairly
Policy Statement
We are committed to treating customers fairly as a matter of good business and fair
dealing. To achieve this, we give the following undertakings:
We will only do business with brokers and professional intermediaries who are licensed
by their local governmental authority to arrange insurance.
We will ensure that all intermediaries that we do business with are provided with
clear and full descriptions of the coverage we offer.
Our policy documentation will be in accordance with market & regulatory standards.
We will ensure that all claims are handled promptly and in accordance with the terms
of the policy.
We will only employ competent staff and will ensure that they are properly trained
to carry out their jobs.
If for any reason, you feel that we have failed to meet the high standards that
we have set ourselves, we would like to know and would encourage you to follow the
complaints procedure set out below.
Firstly, raise the issue either orally or in writing with the person at your broker’s
office dealing with your insurance.
Within 5 business days of receipt your broker should have sent you a written acknowledgement
advising you of the person who will be dealing with your concerns.
Within 20 business days we will provide you or your advisers with a written response
unless the matter is sufficiently complicated to require further investigation,
in which case we will advise you or your advisers of this in writing, with an explanation
of why we cannot yet make a determination. We will also advise you of when you may
expect our final response.
None of the above procedure in any way affects your right to legal advice or assistance
or to seek assistance from your local insurance regulator.