TREATING CUSTOMERS FAIRLY

Eclipse Insurance Services is committed to putting its customer’s expectations at the core of its principles. We at Eclipse have always considered Treated Customers Fairly and are committed to acting in the best interests of our clients at all times.

We seek to ensure there are no surprises and our policy performs as the customer would expect.

We will engage with our customers in an open and transparent manner at all times ensuring our products meet our customer’s needs.

To support these objectives, we have developed Treating Customers Fairly Principles as a set of high level aspirational standards. The Principles are incorporated into our business philosophy, and are designed to ensure consistency across the company.

Our Customers

We will treat our customers fairly, our customers are at the core of everything we do, our priority is to provide them with quality products and services at all times to meet their reasonable expectations, needs and requirements.

We will communicate with our customers in an open and transparent manner at all times providing clear, precise, relevant and timely supporting documentation.

We will be objective in our assessment when making a recommendation.

Our Products and Services

We will endeavour to ensure that there are no surprises and that your policy provides what is expected at the time of a claim.

We continually improve our service by listening to and understanding our customer’s needs.

Complaint Handling

We deal with complaints that may arise in a fair and efficient manner in line with FSA deadlines and rules.

We handle customer complaints with sensitivity and despatch, with due regard for the needs and understanding of each complainant.

We assess the root cause of complaints made, particularly where the complaint is upheld in favour of the customer and ensure that any learning arising, is fed back to staff to avoid future repetition.

Management Information

We continually collect, analyse and use information about our customer service and product sales to identify ways to improve our service to our customers.

We constantly measure and review the effectiveness of our treating customers fairly policy by analyzing information from all areas of the business and amending our internal processes accordingly to improve the service we offer.

Our Staff

We encourage our staff to implement “Treating customers fairly” philosophy in their day to day activities.

We encourage our staff to recommend improvements to our service where possible.

We provide continuous training to ensure our staff, have the skills, knowledge and technical knowledge to do their jobs effectively.

Our Regulator

Our policy is in line with the current guidance from the Financial Services Authority (FSA) and principle six of the FSA that states a “firm must pay due regard to the interests of its customers and treat them fairly”.