Improving our alteration request process

Improving our alteration request process

Like you, we’re always looking for ways to improve the way we do things and deliver good customer outcomes.

That’s why, from next Monday, 22 July we’ll be removing the 10-day notification period when a customer requests an alteration to their policy. 

What this means for customers 
From 22 July, instead of holding the customer’s request for 10 days, we’ll be processing their request straight away. This means less delays and a better experience for customers. 

Don’t worry, you’ll still be in the loop 
We understand this means you won’t have the opportunity to talk to your customer before the change is made. Instead we’ll allow for 10 days after the change is made to unwind any alterations requested by the customer.

We’ll continue to update you so you’re aware of any changes being made to the policy. 

If you have any questions please speak to your Business Manager or Business Account Manager or give the team a call on 0800 88 22 88.