Customer charter

Customer charter

The heart of our business is based in a complex industry where the nature of insurance means there will always be instances of rejected claims and therefore a certain level of dissatisfaction. We understand this, but equally we understand that a good experience is vital to the ongoing relationship we want to have with our customers.

This Customer Charter will outline for you where we are committed and focussed in delivering a great service for our customers. It is an ever evolving Charter, which we will look to update on a regular basis, based on your feedback:

We are committed to listening to our customers

• We will resolve customer complaints quickly and fairly
• We will be transparent with our customers – we aim to introduce complaints reporting in 2012.

We may not always get it right, but we are committed to putting it right

• We will be introducing regular customer satisfaction measures in 2012. This will give our customers the opportunity to tell us what we are doing well, and what we could do better. We’ll then focus on what we can improve for you.

We strive to deliver you a better service

• At the end of 2011 we introduced the online repair tracker for customers with Gadget Insurance. In 2012 we aim to deliver you more online management tools, which will enable you to manage your personal details and account.
• In the future, and where possible, our aim is to provide you with customer support around the clock. We will endeavour to keep your updated on our progress.
• We aim to provide a friendly, professional service at all times
  

Any concerns about our service?

We really do hope you have a great experience with Protect your bubble. However, we understand there may be times where our service levels may fall short. If you feel we have not lived up to your expectations please see below for information on how to complain.

Click here to find out how to complain

If you simply want to give us your feedback, you can do so by emailing customerservices@protectyourbubble.com. We may ask for your permission to publish feedback we receive for Marketing purposes.  

 Updated: 23rd December 2011