When do I get a response?

You may expect a fast and friendly service from us. For example for alterations to your details or in settling a claim. If you have any questions, you can telephone, email or chat with our staff. They will be pleased to help in any way they can. Please note that you can only make changes to your insurance in writing (letter or e-mail).

Telephone or chat

If you telephone or chat during office hours (08.30 to 17.00) you will usually be able to speak to a member of staff directly. They will be able to help you in most instances. If it is very busy, you can leave a message, or a request to be called back, using the ‘call me back’ button on the bottom of your screen. 

Letter or email

If you send us a letter, you will always receive an answer as soon as possible. Usually this is within two or three business days. If you report a damage or submit a declaration, this usually is five business days. At high pressures, the reaction time may increase to ten working days.