We encourage our staff in the Customer Service Centre to be… “the right person, in the right
place, doing the right thing”. In other words: knowledgeable, available and capable of providing good
customer service in any situation.
Customer service standards will be driven by what you want, not what we as an online insurance intermediary want.
Our customers have told us that they don’t just want automated systems: the personal touch is just as
important when you have a query or request.
Through ongoing training we encourage our personal advisers to deal with every request or query.
It is our priority to resolve your queries promptly.
Never be afraid to ask. We’re here to help and provide an online personal service which we believe is unique
in the UK insurance market today.
