Service Standards

Service Standards

Our current record from quotation receipt, to acceptance and issue of a policy schedule is currently nine minutes.

While we can’t guarantee this level of speed and efficiency every time, we can promise the following:

New Business Quotations
New business quotations are normally issued within 24 hours of receipt, although most are issued same day. Referral cases outside of authority will take longer.

New Policy Documentation
While new business schedules are normally issued within 24 hours of “hold covered instructions”, most are issued same day.

Renewal Terms & Documentation
Standard renewal terms and pre-renewal queries will be issued to you 30 days prior to renewal. Renewals with adverse experience will be issued within 21 days of the renewal date, as more consideration is required. This time period allows for dialogue between you and your client.

Mid Term Adjustments
Endorsements will be issued to you within three working days.

Accounts
Itemised statements of account issued within seven working days of month end.

Claims
You’ll have a dedicated 24/7 claims service on call, and can receive acknowledgement within 24 hours of submitting a claim with an online tracking service.