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To ensure that we serve all of our customers to the very best of our
ability, we've created a set of standards (our Seal of
Good Service) that we promise to work to. If we fail at
any point, we'll give you a minimum of a £5 discount off your premium and of course you'll receive our sincerest apologies.
We will:
- despatch your full set of policy documents, either electronically or by post, within 3 working days
- reply to any written correspondence within 3 working days of receipt
- reply to email communications within 2 working days of receipt
- respond to a voice message left on our telephone system within 4 working hours
- if eligible, despatch an offer to renew your policy no less than 25 days prior to expiry of the current policy.
A working day is defined as any weekday, excluding bank holidays, when normal business is conducted between the hours of 9:00am and 7:00pm
Postal despatch - any written communication posted shall be deemed to have been received the next working day if posted first class, and within 5 working days if posted second class. Any electronic communication shall be deemed to have been received within the same or the next working day.
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