As individuals, we can feel frustrated that businesses treat us like another number on their books. Here at Bruford and Vallance Insurance Services Ltd, we aim to treat you like the individual you are. Before we settled on our service standards we sat down and asked ourselves, ‘how would we want to be treated?’, and that is how we decided on the service standards we wanted to follow.
First and foremost, we aim to provide you with a straightforward and easy to follow service. We have been authorised and regulated by the Financial Conduct Authority in order to do this. This means we can provide you with accurate advice and you can rest assured that it comes from a reliable source.
A PERSONAL SERVICE
No one really likes to be greeted on the phone by an automated message, that is why during normal office hours, a member of staff will always answer your call. Based in our Taunton office, our dedicated employees are ready to take your call and we will never put you through to a call centre. We will always ensure that your call will be passed onto a relevant advisor as soon as possible.
When it comes to the telephone we also respond to enquiries from clients in a professional manner. If an enquiry from a client requires us to refer or obtain details from an insurer, underwriter, claims department or a third party, that enquiry will be made to the exclusion of all other work until the client is telephoned with the information. During this process, we make sure to keep you up-to-date on relevant information in an easy to understand manner.
If you decide that a telephone call is not for you and you venture into our office, you will be happy to know that you will be greeted by one of our advisors immediately. They will aim to understand your requirements and will then help you with your request.
We don’t like to wait for days for an email response, so why should you, which is why we aim to respond to your email the same day in which it is sent. This only applies to email enquiries that require a reply or an answer.
Similarly to email enquiries, postal enquiries will be dealt with on the same working day in which your letter is received. Responses will be given where an answer or reply is needed, and the response letter will be sent by return post on the same day in which our advisors receive it.
Approximately 21 days before a policy is due for renewal, the new premium and renewal terms will be offered to the client by one of our advisors. These 21 days give both yourself and the advisors reasonable time to review and renew the policy.
In the event of a claim, the client will be advised, in a comprehensive way, the appropriate procedures relating to the circumstances of the claim, and given the relevant claims number to report the claim.
If you have any questions relating to the services we offer, you can contact us today. If you would like a quote, you can do so in the form on the right hand side of this page.