Section 4: Buying Insurance sets out standards in relation to the initial enquiry and buying (as well as renewal and cancellation) of retail insurance cover.
Section 5: Standards for our employees and authorised representatives provides customer service standards for Code subscribers and authorised representatives.
Section 6: Standards for our service suppliers highlights customer service standards for the Code’s service suppliers and applies only to retail insurance.
Section 7: Claims outlines customer service standards for dealing with claims handling and applies only to retail insurance.
Section 8: Financial hardship deals with situations in which insureds or third party beneficiaries owe the Code member money under a policy, or for situations in which the Code member is seeking recovery from the insured.
Section 9: Catastrophes deals with claims relating to catastrophes and applies only to retail insurance.
Section 10: Complaints and disputes outlines the internal complaints process (including stages one and two) and the FOS-administered external dispute resolution (EDR) scheme. Section 10 applies only to retail insurance