Coventry for Intermediaries has re-launched its intermediary pledges that were originally issued more than eight years ago.
The changes follow feedback from brokers and include a new service level pledge. Coventry is also simplifying its existing commitments, to create four pledges for intermediaries and their clients.
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.”
The pledges are:
1. “We’ll give you 48 hours’ notice of product withdrawals by email.”
Coventry for Intermediaries will continue to give 48 hours’ notice of product withdrawals, to prevent broker frustration when a product is suddenly withdrawn.
2. “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. These are: average offer turnaround, AIP referral, document processing, call waiting and valuation instruction times.
3) “We’ll never cross-sell insurance to your clients.”
Coventry for Intermediaries says it respects that brokers’ customers are their customers.
4) “We’ll give your clients the same products, rates and services as direct customers.”
Coventry will give brokers’ clients the same products at the same rates and with the same service as direct customers, so everyone is treated fairly.