EDI (Electronic Data Interchange)
Frequently Asked Questions
Claims
- Why should my customer use Norwich Union's approved suppliers?
- How do I know that Norwich Union's approved suppliers will provide value for money for my customer?
- Will the policyholder be penalised if they do not wish to use an approved supplier?
- What are the options if the policyholder refuses to take replacement goods or would prefer something of equal value instead?
- What happens if the lost or damaged item is a family heirloom or antique and whose value may have increased?
- What advice can I give a customer who is unhappy with the handling of a particular claim?
- How should new claims be reported?
A. We have selected the approved suppliers on the basis of their technical expertise and customer service standards. We are also able to have a greater level of control over the work that they do for us.
A. All of our supplies are accredited to the highest national valuation standards and are technical experts. They have no incentive to undervalue items.
A. No. Settlement of the claim will be on the same basis whether the policyholder wishes to use an approved supplier or not. We will however seek to apply the same level of discount provided by our approved suppliers.
A. Norwich Union's policy is one of replacement and we therefore encourage our policyholders to replace the lost or damaged items. If the policyholder will not accept a replacement, many of our suppliers are able to offer settlement in vouchers. If the policyholder requests a cash settlement, the amount may be reduced, as the policy is one of replacement. The amount offered would also be dependent on supporting evidence for the claim.
A. Norwich Union will appoint specialists to validate the claim accurately.
A. Norwich Union's goal is to provide an excellent service to all of our customers but we recognise that things do go wrong occasionally. If your customer is unhappy with how a claim has been handled they should, in the first instance, contact the office dealing with the claim.
What should I do?
The steps you should take if dissatisfied:
Step 1.
Seek resolution by your insurance adviser or usual Norwich Union point of contact.
If you are disappointed with any aspect of the handling of your insurance we would encourage you, in the first instance, to contact the manager concerned. You can write or telephone, whichever suits you, and ask your contact to review the problem.
Step 2.
Refer your complaint to our Chief Executive.
If you remain unhappy with the decision you receive, please write with full details including Policy number and/or claim number, to:
The Chief Executive, Norwich Union Insurance, PO Box 6, Surrey Street, Norwich, NR1 3NS.
A review of the matter will then be carried out at a senior level and a final decision given.
Step 3.
Refer your complaint to the Financial Ombudsman Service
If after making a complaint to us you are still unhappy and you feel the matter has not been resolved to your satisfaction please contact the FOS at:
Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR
Telephone 0845 080 1800
Please note that the Ombudsman will only consider your complaint if you have already given us the opportunity to resolve it.
A. For converted policies, claims can be reported to our Clubline, which is a 24-hour service. Clubline will initiate the claims handling process such as appointing an approved supplier, arranging vehicle inspections and making contact with third parties.
Details of the claim will then be passed to the respective Norwich Union office for continued handling. To obtain the full range of benefits that Clubline has to offer, your customer will need to provide the full details for the loss to register the claim.
Your customer can contact Clubline directly on one of the following numbers:
Motor: 0800 678999
Household: 0800 012345
Commercial: 0500 114477
For policies that have not been converted you should continue to notify the respective claims handling location.
