Pledges include giving 48 hours’ notice of product withdrawals by email, never cross-selling insurance to brokers' clients, and offering clients the same products and rates as direct customers.
It will also display its five key service levels on its website every day – average offer turnaround, AIP referral, document processing, call waiting and valuation instruction times.
Kevin Purvey, head of intermediaries, said:
“Our pledges are synonymous with Coventry for intermediaries. For over eight years they’ve been our guiding principles of how we do business. We understand that our service can have an impact on brokers’ reputations. That’s why we’ve re-launched our pledges, including one relating to our administration, offering transparency of our service levels.”
