In order to treat our customers fairly we apply the terms of our policy wording and terms of business strictly to the letter irrespective of personal circumstances, to ensure a uniform service to all our customers. This does mean that on occasion a premium difference may occur on new policies, or your claim may be denied during a claims process. In these instances we will endeavour to explain the reasons and will provide full details of this in a full and detailed written correspondence. Whilst we appreciate that this may leave you frustrated, our staff are only doing their jobs and therefore deserve to be treated with dignity and respect. Customers who take their anger out on our staff by using unacceptable language, threats and other such unacceptable behaviour may find their policies being cancelled off without further notice and no refunds of premiums paid being made.
