Powered by
F&I Customer Standards
A reminder of some of the ways to support our customers in the moments that matter
Send the IRO Letter of Appointment to the customer using their preferred contact method and contact the customer via telephone within 1 business day of claim allocation
Take appropriate action where a vulnerability is identified and seek a customer’s express consent prior to capturing their vulnerability information
Advise of call recording and complete a 3-point ID on all calls for privacy
Tell the customer via telephone and in writing of an External Investigator being appointed within 5 business days of their allocation
Conduct the investigation fairly and transparently, only asking for relevant information to make a claim decision
Acknowledge and lodge all complaints within 24 hours, attempting to resolve them within 5 business days
Respond to all phone calls and email enquiries within 1 business day
Contact the customer at least every 15 business days
Redact all bank statements and financial documents
Save all relevant emails and calls ensuring all documents are saved using the correct naming convention
Take ownership in progressing the claim and follow through on our promises
Make a business decision within 10 business days of receiving all information