Listening to our customers

We use Feedback methods such as our internal Employee Opinion Survey, Satisfaction Surveys and Customer Relations Team to form the basis of our annual Customer Service plan, which contains initiatives to address customers’ concerns.

Here are a few examples of the initiatives that we have been working on to continually improve our service that we deliver to you.

• You told us that when setting up a policy the explanation regarding sending in your No Claim Discount proof was not clear.

We listened to your feedback and amended the wording stating the proof should be a renewal notice or a letter on headed paper from your previous insurance company. 

• You told us that when making a complaint via the internet, there was not a dedicated email address that could be easily identified to pass your comments to.

We listened to your feedback and set up a dedicated email address via our internet site that links directly into our Customer Relations Team

• You told us that the language on the letters you receive regarding proof of No Claim Discount was strongly worded.

We listened to your feedback and have reworded the letters so that they are relevant to the time frame after purchasing the policy  

• You told us that when making a claim the claims settlement policy wording was not clear when paying by instalments.

We listened to your feedback and have changed the wording of the settlement area in the policy booklet  

• You told us that you are willing to pay a little extra to make sure you get the exact service you need when you claim.

We listened to your feedback and introduced our Enhanced Courtesy car product in August 2006 giving you the option to include benefits such as a courtesy car of a similar size to your own and cover for total loss, theft and repairs.