Our commitment and Service Standard
One of the most common complaints we here from customers is how long the claims process takes, companies not responding to emails or phone calls for weeks and generally poor levels of service. We understand the importance of keeping you up to date in a timely fashion informed regularly update you on how your claim is progressing. That is why we promise to:
- Respond to all emails you send and phone calls you make with 3 hours.
- Any information we receive relating to your complaint will be looked at within 24 hours of receipt.
- Provide with you with an open and transparent process during the claims process.
- Ensure that you always have a good understanding of how your claim in progressing and what the next steps are.
At Resolute you are our main priority. We understand that you experience with the insurance industry may be difficult and we aim to provide a completely different type of experience.
We will always assign you a case handler who will be assigned to you when you make your first call. Our call systems are set up so that you will always be transferred to them when you call and only speak to someone else when they are on the phone.
Our mission statement is to embody the behaviours of Trust, Transparency, and integrity. We will always state that you can complain yourself and will provide you with information and guidance on how to do this if you feel it is your best option. It’s important for us to feel that you’re part of your claim.
We do aim to the highest standard possible so if we ever fall short, we will welcome your feedback to discuss this.