Customer remediation
Helping you to support your customers.
Putting things right when things go wrong.
From time to time we discover some of our customers’ policies have been negatively affected by problems that require action from us to put things right. This can impact current policies as well as those which are no longer active.
Whenever problems arise, our priority is to put things right for customers. This involves fixing the underlying issue, contacting customers to advise them how they have been impacted, and explaining the steps we’re taking to remediate the issue. This may include making payments to affected customers if they’re entitled to receive one.
Got questions or need support?
If you’ve received an email or letter from us about an incident impacting your customers, and have questions, please read the FAQs below or feel free to reach out to your Business manager.
Frequently asked questions.
-
We’ve identified a pricing issue that caused your client’s premium on their child’s policy to be calculated at a smoker rate instead of a non-smoker rate. As a result, they have been overcharged.
-
We’ve improved our internal processes to ensure this doesn’t happen again. We are apologising to customers, and refunding them the amounts overcharged, including interest.
-
To ensure customers are not further affected by our error, we calculated ‘use of money interest’ (UOMI) for any overcharged amount to 28 February 2026. The total they will receive will include the refund plus interest and has been calculated using the Civil Debt Interest calculator from the Ministry of Justice according to the Interest on Money Claims Act 2016.
-
There will be no impact on commission previously paid..
-
If you need more information, please touch base with your Business manager.