Coventry for Intermediaries has re-launched its intermediary pledges, which it first launched over eight years ago.
Following feedback from brokers, Coventry for Intermediaries is launching a new service level pledge and simplifying its existing commitments, to create four key pledges for intermediaries and their clients:
- “We’ll give you 48 hours’ notice of product withdrawals by email”It can be frustrating when a product is suddenly withdrawn, so Coventry for Intermediaries will continue to give 48 hours’ notice of product withdrawals.
- “We’ll always be honest and open about our service levels”Coventry for Intermediaries will display its five key service levels on its website every day – average offer turnaround, AIP referral, document processing, call waiting and valuation instruction times.
- “We’ll never cross-sell insurance to your clients”Coventry for Intermediaries respects that brokers’ customers are their customers.
- “We’ll give your clients the same products, rates and services as direct customers”Coventry for Intermediaries will give brokers’ clients the same products at the same rates and with the same service as direct customers, so everyone is treated fairly.
Kevin Purvey, head of intermediaries, said: “Our pledges are synonymous with Coventry for Intermediaries. For over eight years they’ve been our guiding principles of how we do business. We understand that our service can have an impact on brokers’ reputations. That’s why we’ve re-launched our pledges, including one relating to our administration, offering transparency of our service levels.”