Thanks for your feedback – results are in

Phone Survey

During December we carried out our final quarterly telephone survey of 2018 with our brokers covering Personal Lines to find out what you think of our service.

We’re dedicated to becoming your ‘Best Loved’ insurer and delivering the best service we can for you. Pleasingly, this really reflects in our latest results. Based on feedback from 205 participants, 99% of you said that your query was resolved effectively. 97% told us we’re meeting our goal of being ‘easy to do business with’ and 100% said you were happy with the service that you received. We’ve taken a number of steps to improve customer service, including:

  • Achieving the Institute of Customer Service (ICS) ServiceMark Accreditation
  • Simplifying our service proposition following direct feedback from you

We’re glad to have been of help to you! Consistently delivering a quality of service is something that we’re proud of and is really important to us. Rest assured we are continually looking at how we can make trading with us as simple and seamless as possible. Starting from 28 February, we’ll be running a number of regional Broker Roadshows and we’ve already started to undertake broker visits. These things are being done with the aim of better understanding your service requirements in the future.


A big thanks for all your feedback.

Categories: Personal Lines

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