ProSight focuses exclusively on markets where we have unique expertise and we currently insure over 370,000 customers. We strive to provide exceptional value to our customers on a range of products.
We understand that a high level of customer satisfaction is a key element in determining the ongoing success of our business. However, as with any business there are times when customers feel we have not met their expectations. Of the approximate 371,000 policies in force in 2015, a complaint rose in only 0.3% of cases.
All complaints received from customers are treated seriously and are used to help inform how we can continuously improve the products and services we offer and identify any training needs required. If customers have a complaint, we have a robust complaints procedure by which issues are thoroughly investigated and reviewed.
The table below contains information about the complaints we received during the second half of 2015 in relation to General Insurance and Pure Protection products.
|Number of complaints received||Number of complaints closed||Percentage of complaints closed in 8 weeks||Percentage of complaints upheld*|
* This represents the percentage of customers who we recognise had a valid complaint in full or part
The FCA ask us to report to them the percentage of complaints we close within 8 weeks. This is the information you’ll see here. Our aim at ProSight is to resolve the majority of complaints well before 8 weeks. If we can’t, we’ll let you know why and when you can expect to hear from us.
If you have any questions about the above complaints information, then please let us know. You can find out how to get in touch with us by clicking here.