We will provide service level standards which we can jointly agree. We currently provide the following standard levels of service:
Monthly reporting will be provided for you to monitor our performance
Incoming call response = 80% answered within 30 seconds
Abandoned calls = 3%
Response to email claims = within 20 minutes
Response to letters = within 24 hours of receipt
Policy registration = immediate web based registration
Time to assess claims = 24 hours if noticed before 12pm
Claims payment = within 24 hours of receipt of invoice
These are maintained by an in house Performance Management system together with weekly % audits on all areas of the business. The service levels are also in line with all the regulatory mandates and in line with the newly formulated TCF (Treating the customer Fairly) standards.
We have early systems in place to identify any issues, the management have full autonomy to ensure all service levels are met and maintained.
We also have a full disaster recovery plan in place.