Update Your Policy

Update Your Policy

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Insurance Broker Benefits

Insurance Broker Benefits

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Obtaining an Insurance Quote

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Had an Accident

Had an Accident

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Insurance Broker Benefits

Insurance Broker Benefits

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Keeping Costs Down

Keeping Costs Down

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MISL Complaints data 1 July – 30 December 2018

We are required by the FCA to provide details of the number of complaints opened and closed during the period, as below.

Main cause of complaints opened

  Number of complaints opened by volume of business  

Product/Service grouping

Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed Within 3 days Percentage closed After 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Insurance and pure protection 1.66 per 1000 policies in force   2869 2449 18.99% 77.61% 56.28% General admin/Customer service
Credit Related 0.01 per 1000 policies in force   9 10 - - 60% -

 

We aim to deal with your complaints as swiftly as possible and will acknowledge all complaints within 5 working days and endeavour to deal with your complaint within 4 weeks.  We have a dedicated team of handlers who will review and investigate the circumstances of your complaint and unless in exceptional situations, will ensure you receive a final response with 8 weeks.  A copy of our full complaint procedure is available here.

We constantly review and analyse complaints made by our customers and strive to improve our customer service.  We are pleased with the positive feedback we receive from our customers and dedication of our customer service staff.

Guidance

Guidance

Our Guidance section helps you find policy documents, learn how to make a claim and how to find a suitable broker, as well as a range of other useful information guides.

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Resources

Resources

We’ve created a number of resources for you to use as guidance. You should always take care while driving to ensure you remain safe on the roads.

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