Claims
Insurance is all about Claims
This should be a pretty obvious statement, but this remains the main area of challenge for many customers. Orchard Administration Limited is our sister company and the specialist claim handling business within the Group.
Significant investment has been made in creating an application that allows our customers to self-serve their claim and full visibility on the claim handling process. Orchard has implemented payment functionality that delivers agreed claim payments within two hours of the claim being agreed.
Almost uniquely Orchard invites claimant to complete a publically available TrustPilot review once the claim has been closed.
Orchard Administration Reviews
Product Governance
As part of our product governance processes we regularly review key aspects of the claim function including claim reviews from TrustPilot, declines and claims withdrawn. We undertake regular wording reviews to ensure that our products are competitive in terms of cover and price.
Complaints
Our customer service team liaise closely with Orchard Administration to ensure that customer dis-satisfaction is dealt with quickly and professionally. Complaint reporting is reviewed rigorously as part of our Product Governance processes.