Service Standards

We pride ourselves on delivering a fast, efficient, and professional service and are committed to the following service standards:

New Business Quotations

We aim to issue new business quotations within 24 hours of receipt, provided:

• All material information has been supplied.
• The target premium is realistic and within underwriting appetite.

Please note:

• Cases requiring referral outside our underwriting authority may take longer.
• Portfolios and multi-property risks may require additional time depending on their size and complexity.

New Policy Documentation

Following receipt of hold covered instructions, policy schedules are generally issued within 24 hours, with the majority being issued on the same business day.

Renewal Terms & Documentation

We aim to provide renewal terms and respond to pre-renewal enquiries at least 28 days prior to renewal.

This allows sufficient time for discussion between you and your client regarding any proposed changes.

Please note that:

• Risks with adverse claims experience may require additional review.
• Referral cases outside our authority may take longer to assess.

Mid-Term Adjustments

We aim to issue endorsement documentation within 24 hours of receiving all required information.

Please note:

• Cases requiring referral outside our underwriting authority may take longer.
• Portfolios and multi-property risks may require additional processing time due to their complexity.

Accounts

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

Our Commitment

Our service standards are designed to provide prompt responses, clear communication, and efficient policy administration. Where circumstances require additional review, we will keep you informed throughout the process and work to deliver the best possible outcome as quickly as possible.