Shepherds Friendly has joined the Protection Distributors Group (PDG) claims charter.
The charter incorporates a number of pledges including having a dedicated claims team to handle all telephone-based claims alongside a process for claimants to submit and manage their claim throughout.
It also includes a commitment to offering a named point of contact for the claimant’s journey with the insurer, with regular updates provided at least every two weeks, unless agreed otherwise, to keep them informed of progress.
Commenting on the development, Ann-Marie O’Dea, chief executive officer at Shepherds Friendly, (pictured) said: “We are pleased to join the Protection Distributors Group and signing up to its Claims Charter reiterates our commitment to a robust and supportive claims process that has our members at its heart.”
Alan Knowles, managing director of Cura Financial Services and chair of the Protection Distributors Group, added: “On behalf of all of the PDG, I’d like to thank Shepherds Friendly for committing to the standard of the claims charter.
“The customer should always be at the heart of what we do, and when making a claim this becomes even more important.
“Committing to the charter can make a real difference to people when they need our policies the most.”