Our service sets us apart
10 years of dedicated service and still growing!
2008 marked the 10th anniversary of our dedicated protection service team, launched in February 1998. With continual investment, development and commitment we have continued to grow this capacity so that YOU receive the best possible service that we can offer.
We know speed and efficiency are important to you so when it comes to service we give you the support when you need it most, through our people, systems and processes.
We are constantly working to improve our service and we aim to give you all the support you need. We appreciate the industry and market recognition of our service and are honoured by the 47 individual service awards we have won over the past 10 years.
Our people, our systems and our processes
Our people
We ensure 95% of enquiries are dealt with at the first point of contact.
Our award winning, financially qualified, UK based Service Teams provide a dedicated service to deal with all your protection queries. We are qualified to assist you in all areas of new and existing business and handle the majority of enquiries on a 'one-stop' basis. We take ownership of your call and take pride in being efficient and reliable, getting the right information to you quickly and efficiently.
Our underwriting team started in 1998 with 30 staff; we now have 232 staff across six different sites in the UK.
Our staff selection and training are key to our success as a service focused company. We are forever expanding and growing our servicing teams. Our fully trained underwriters have the strongest underwriting capability in the UK and our claims team, trained by the Samaritans, help to ensure all your client's claims are managed with both compassion and competence.
Our systems
We have an online support system that allows us to remotely help and assist you with your protection query.
Our award winning systems and technology support our service to ensure the smoothest possible journey for you, our customer, and also for your client.
We are constantly working on high-tech systems development to help give you the competitive advantages needed in this difficult market and current climate. Our systems technology supports our service through speed, accuracy and efficiency.
Our processes
We make sure your call will be personally owned and managed by one of our team, giving you a single point of contact from start to finish.
Our processes have been developed and refined over time to support you and to help give you the right information in the right way at the right time. With only one telephone number, email and postal address, communication is straightforward and easy for you.
Service awards
The most sought-after service award in the industry - and we've won!
We're delighted with our new five star award for Life and Pensions, picked up at the recent Financial Adviser Service Awards 2008.
Thank you to everyone who voted for us and it's a reminder that in a challenging environment, service really does set us apart.
What we're especially proud of is that we are maintaining and improving standards despite our size and scale and rating higher than many of our competitors.
2008 Awards for service
- 5 star Life and Pensions - FT Adviser Service Awards
- 5 star Life and Pensions - FT Adviser Online Service Awards
- 5 star Life & Pensions Provider - The Financial Adviser Service Awards
- Best Client Administration - Financial News Awards
- Best Trustee Education - Financial News Awards
- Best Member Support - Financial News Awards
- Best Service Provider - Lifesearch Awards