As an insurance intermediary our responsibility is to provide you with a clear and accurate purchase journey, accurate pre and post sale communication, the ability to adjust and cancel your policy, policy information and customer support for these areas. Where we are made aware of a customer having a bad experience at the point of a claim, we'll assist our clients by escalating with the insurer of their policies.
We've escalated your case to the relevant team at the insurer, it usually takes them a couple of working days to review a case, so, I expect they'll be in contact with you today, if they haven't already done so. They will provide you with confirmation that your complaint has been registered with them, an update on your case and information on how you can take matters further, if you are unhappy with their complaint response. If they don't contact you by the end of play today, please let us know so we can investigate further.
