We take the feedback and complaints we receive from our customers and policyholders very seriously. It acts as a valuable source of information and enables us to constantly review the way we do things and make improvements wherever we can.
We strive to ensure that all complaints are handled as quickly as is reasonably possible and that every customer is kept informed of the progress. It is not always possible, or indeed, suitable to resolve a complaint immediately as we always endeavour to provide a thorough and fair investigation into what has occurred. Each complaint is handled by a dedicated complaint handler, often in consultation with senior managers.
The information provided below relates to complaints received and/or dealt with in the first half of 2016. Hiscox Insurance Company Limited has more than 265,000 policies, meaning that less than 0.17% of our customers were dissatisfied with our service.
Firm name: Hiscox Insurance Company Limited
Brand names covered: Hiscox UK, Hiscox Insurance
| ||No. complaints opened||No. of complaints resolved||Complaints resolved within 8 weeks (%)||Closed complaints upheld (%)|
|General insurance and pure protection||426||431||96.9%||47.7%|
|Decumulation, life and pensions||0||0||0||0|
What the data means
Complaints opened – This is the number of complaints received in the six month period from 1 January 2016 to 30 June 2016.
Complaints resolved – This is the number of complaints that have been resolved within the same period, but may have been received prior to 1 January 2016. Hence, it can be higher than the amount opened within this period.
Complaints resolved within 8 weeks – The 8 week period is the time that our regulator allows for us to initially investigate and provide out final response to a complaint.
Upheld complaints – Whilst we obviously hope that the products and service we offer are of an excellent standard and meet the needs of our customers, we recognise that we can always improve. Rather than make excuses, we are happy to accept where we have fallen short.
If you have any questions relating to the statistics detailed above, or regarding how we handle complaints, please contact the Customer Relations Team. We strongly encourage our customers to provide us with feedback, both positive and negative, as it is so important in enabling us to improve. The team can be contacted in the following ways:
0800 116 4627