Continuous improvement

Service standard ten: Provide avenues for feedback or for making complaints and be clear about what can be expected as a response.

We will acknowledge and correct mistakes quickly and consider feedback as an opportunity to improve our services.

  • Our website and our claims agents’ websites will provide information on how you can provide feedback or make a complaint and how we will manage these.
  • We will respond to a complaint within 10 business days.
  • We will provide information about review and appeal rights.

If you do not believe our service standards have been met you can raise the issue directly with the person or agency.

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