4Cs

Customers

We have a straightforward approach - to provide our UK car, van, bike and home insurance customers with straightforward products at competitive prices, however they choose to interact with us and to provide a straightforward service by:

Listening and responding to customer feedback

We consistently capture customer sentiment across the entire customer journey. Through a dedicated platform we are able to monitor customer responses within the customer lifecycle; from initial purchase, through the service and claims processes, to policy renewal. Contact centre colleagues and team leaders can access data via personalised dashboards in real time, not only allowing them and management to take action and improve our customer experience, but also to celebrate our ‘heroes’ on the frontline. This cross contact channel, allows us to optimise our customers’ digital and web chat experience, as well as improving our contact centre interactions.

Working in an open and accountable way:

Treating customers fairly is at the heart of what we do and we strive to deliver improved outcomes for all of our customers whether they are purchasing or renewing their vehicle or home insurance or making a claim. By providing straightforward, simple and understandable information. We ensure that:

  • our customers are confident that they are dealing with a firm where the fair treatment of customers is central to the corporate culture;
  • our products and services are marketed and sold in the retail market, and are designed to meet the needs of identified consumer groups and are targeted accordingly;
  • customers are provided with clear information and are kept appropriately informed before, during and after the point of sale;
  • we take account of the needs of potentially vulnerable customers;
  • our customers are provided with products that perform as we have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect; and
  • our customers do not face unreasonable post sale barriers imposed by the terms of our products, if they choose to switch provider, submit a claim or make a complaint.

Making it easy for customers to complain:

  • we hope that no one needs to complain about our products and/or our services. However, sometimes things do not go to plan or a customer’s expectations may not be met in full. We make it easy for customers to complain, should they feel it necessary, whether directly on the phone, by email or even social media;
  • our colleagues are empowered to successfully resolve various matters of customer dissatisfaction at the time it is raised. Where a customer does formally or informally express dissatisfaction that cannot be resolved at the time, our dedicated complaint resolution team take over; and
  • we aim to ensure that customers are satisfied with the service they receive and should they need to complain we strive to ensure that they are not inconvenienced for any longer than necessary

Maintaining high standards of customer experience:

  • our quality assurance function also ensures we do not rest on our laurels by monitoring recorded customer calls to ensure that our colleagues are maintaining the highest standards of customer experience and complying with regulatory and legislative requirements; and
  • advice is provided direct to colleagues on areas of improvement and remedial training can also be provided if appropriate. The function also reviews customer complaints and outcomes to ensure that we are consistently treating customers fairly and honestly