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Standards of service

To ensure that we serve all of our customers to the very best of our ability, we've created a set of standards that we promise to work to. If we fail at any point, we'll give you 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 5 working days
  • reply to any correspondence within 5 working days of receipt
  • despatch a claims form within 2 working days but you can download one anytime from the website
  • acknowledge any communication regarding a claim within 5 working days
  • 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 6:00pm

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