Service Standards
We Still Meet Face to Face and Talk on the Telephone
At Fenchurch Insurance Brokers, our service standards are a reflection of our commitment to excellence. We prioritise responsiveness, ensuring that our clients receive prompt and efficient service at every interaction. Our team of dedicated professionals are committed to understanding the unique needs of each client and providing tailored solutions with clarity and transparency. Our goal is not just to meet expectations but to exceed them, setting high service standards that reflect our dedication to client satisfaction. With Fenchurch Insurance Brokers, expect service that goes above and beyond, ensuring peace of mind and confidence in your insurance decisions.
New Business:
Full Policy documentation to you within 28 days of receiving your fully completed proposal form (if required)
Employers’ Liability Certificate to you within 7 days of cover attaching
Verification of Insurance Certificate issued on day of cover (if required)
Administration:
All correspondence received, to be acknowledged within 24 hours
Telephone calls returned same day
Contractor questionnaires, Verifications of Insurance and the like will be completed and returned to you same day
Personal Account Director(s) and Account Handler(s) provided to you in order to maintain continuity of contact
Claims:
Written acknowledgement of a claim being notified to us within 24 hours
We will arrange for insurers to issue settlement payments within 7 days of quantum being agreed
Fully updated claims reports available on request
Quarterly Claims Update Review Meetings and Reports available (if required)
Renewals:
Renewal documentation to clients within 14 days of renewal (28 days if we have recommended and you have accepted an alternative insurer)
Employers liability certificate within 7 days of renewal
Verification of Insurance Certificate issued on day of cover (if required)
Renewal discussions to commence at least 60 days in advance of renewal date
General:
Mobile telephone numbers of your key contacts along with one of the directors’ numbers provided for out of hours and emergency situations.
Quarterly ‘courtesy’ contact
All others service standards will be specifically agreed with you prior to contracts commencing.
