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 or an email, you will receive a response within 10 working days. However, we may not manage to give a substantive response within this time, in which case we will let you know when you can expect an answer. We generally respond much more quickly. 

 

       Response time
Answer a telephone request Directly
Answer e-mails Within 10 working days
Answer letters Within 10 working days
Acceptance or change of insurance Within 10 working days
Issuing statements and documents Within 10 working days
Claim processing and payment Within 10 working days
Complaint processing Within 10 working days

 

We have sub-contracted claim processing for certain types of insurance to ARAG and Unigarant.

 

     For claimsFor complaints
Legal assistance insurance ARAG Within 2 working days * Within 10 working days
Travel insurance Unigarant Within 10 working days Within 10 working days
Household contents insurance Unigarant Within 10 working days Within 10 working days
Third party insurance Unigarant Within 10 working days Within 10 working days
Cancellation insurance Unigarant Within 10 working days Within 10 working days
Personal accident insurance Unigarant Within 10 working days Within 10 working days

 *confirmation of insurance cover