Claims
Norwich Union General Insurance Loss Adjuster Service Level agreement process:
| Minimum Service Standards | Standard Response Times |
|---|---|
| Telephony | Return telephone calls same day |
| First contact with Policyholder and Representative | Household – contact within 4 working hours Commercial – contact within 4 working hours Emergency (Household and Commercial) contact within 2 hours If telephone contact has not been possible within 24 hours, a letter to be sent by first class post, detailing next steps. Working hours defined as 8am to 6pm |
| Emergency Call Out | On site within 24 hours from contact with customer, immediate phone call may negate urgency – agree with Customer |
| Visit | Household - To the requirement of the circumstances or customer but within 5 working days Commercial – To the requirement of the circumstances or customer but within 5 working days |
| Customer Contact (including Broker) | Customer to receive up-dates on claim progress every 10 working days as a minimum. If, however, customer requires contact at an increased frequency, this must be specifically recorded on system / file. |
| Correspondence Handling | All correspondence to be sent first class All correspondence from customers and Norwich Union to be dealt with within 3 working days All payment request to be submitted to NUI within 48hrs of agreement with customer |
| Out of hours | 24 hr availability and access to an experienced Loss Adjuster/ site visit if required |
