OUR CLAIMS CHARTER
Black and White, is a specialist commercial insurance broker. We pride ourselves on setting ourselves apart from our competitors by offering our customers a better service, at a better price.
OUR MISSION STATEMENT
Through using our knowledge, expertise and experience along with our intimate understanding of the industries we operate in, we will search for cost effective insurance cover that meets the customer’s profession. By knowing that the client is key to our future success we will provide a friendly, ethical and professional service in all dealings with our customers and aim to exceed their expectations relating to product choice and service.
THE FAIR TREATMENT OF CUSTOMERS
We will provide information free from jargon
The fair treatment of customers is central to our culture, through using clear language that is free from jargon, we make it easier for customers to make informed decisions and understand what’s happening with their case.
We will always provide reasonable claim outcomes
We will do everything in our power to ensure that your claim is settled swiftly and with the best possible outcome, unfortunately in some instances a claim is not covered by the policy and will be declined. We will make sure that every decision taken is an informed one and that no facts have been misrepresented. We will ensure that in all cases we have discussions with our clients so that they are aware of what will happen at each step of the way.
We will always strive for customer satisfaction
We value every customer as individuals and strive to ensure that we give our customers the best possible service. We want your feedback so that we can adapt the company to your needs to improve and grow for our customers.
“There’s a value in everyone’s opinion”
Lyndon Wood, CEO of Moorhouse Group Ltd
In the event that you are unhappy with any part of our service, please contact a Black and White representative and they will deal with your complaint as diligently and efficiently as possible.
Should your concern not be dealt with as you would have expected, please refer the matter to our compliance officer at Complaints@blackandwhiteinsurance.co.uk who will investigate your complaint thoroughly.
PRODUCTS APPROPRIATE FOR CUSTOMERS
We will give information about the products you’re buying
Here at Black and White, we want to give you all the information you need when making a decision to buy an insurance product. We want our customers to feel confident in the product they have purchased through knowing what it does, how it should work and that it will fit their needs.
We will ensure that products perform as expected
We want our customers to be confident in the knowledge that if they have bought an insurance product form us, it will perform exactly as we have told you. Before we begin to sell any products we carry out extensive investigatory work to ensure it is the right product for our customers, we give detailed training to our staff regarding the product so that they are able to tell you which products will suit your individual needs.
We will only work with reputable people
We believe that when we work with other companies and insurers they become an extension of our brand. When engaging in these relationships we ensure that our associate holds the same customer centric values as us in order for our customers to receive the best service in all situations.
We will simplify process
Many of our competitors have complicated processes that make it harder for customers to contact them or obtain updates on their files. At Black and White we believe in keeping it simple. If you need to contact us, you can phone us and speak to a Black and White representative who can give you all the information you need. We won’t put complicated processes for you to follow, our process will be as streamlined as possible to give you the best customer journey.
We will protect your information
We recognise we have privileged access to your information. We will only ask you for information we need to do our jobs and we will protect the information that we obtain, receive or hold about you. We will explain why we need information, if you ask us to and our staff will only see your information when they need it to do their job. We will only share or release information about you when the law allows us and it is necessary.
We will act honestly
To achieve this aim we will make sure that you are dealt with by people who have the right level of expertise who can make decisions in accordance with the published guidance and relevant regulation and explain them clearly to you. Our staff will respond to your enquiries and resolve any problems as soon as we can and let you know how your claim is progressing. We will provide transparency to our process so that you can trust we are acting in your best interest.
“I believe fundamental honesty is the keystone of business”
Harvey S. Firestone, American businessman