your feedback in action
Part of being a mutual is listening to your views and acting upon them, we try our best to implement as many of your ideas as we can on a regular basis. Some new initiatives that are currently underway as a result of your recent feedback can be seen below.
You can also have your say on the actions we have taken using the comment box at the bottom of this page. Let us know what you think about the changes we have made and whether you have noticed any difference.
We receive lots of feedback from you and have undertaken lots of initiatives in the past and more information on these can be found in our suggestions we've implemented previously section. You can also see what other customers are currently talking about in our current talking points section.
So, here's some information on what we have been working on recently;
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what you said
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what we did
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improvements to health cash plan letters
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You said that the health cash plan letters were full of complex words and jargon that was hard to understand. |
We've simplified the wording in the letters and clarified what some of the complex words mean. |
introduction of the new 'Funeral Plans' product
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Some of you thought our over 50s life cover plan might be a Funeral Plan. Others wanted the option of using some of the money from their over 50s life cover plan to fund their funeral. |
We've introduced a 'Funeral Plans' product as a result of your feedback.
We've also added 'Legal Charge' as a free addition to the over 50s live cover product. We've teamed up with The Co-operative Funeralcare, to allow you to arrange a payment to be made directly from your policy proceeds towards your funeral expenses.
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simplified closure procedure for the Ecclesiastical Life Limited product
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To close your Ecclesiastical Life Limited product, you had to supply us with your marriage and birth certificate and this was a lengthy process.
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You no longer have to provide your marriage and birth certificates to close your policy. This has made the closure process much quicker.
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regular contact by phone and email, rather than post
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We answered a lot of your queries by post and it could take a long time for these to be resolved. |
We now make a conscious effort to contact you via phone and email when we can. This is allowing us to resolve your queries much quicker. |
a new initiative that we are particularly proud of: personalising the annual review mail packs for people with over 50s life cover
As a result of customer feedback, the personal relevance of our mailings was highlighted as a priority. We have therefore created new personalised over 50s communications which take your location, age, gender and, where applicable, your policy details into account, and create a personalised and relevant message tailored to you. This way you don’t have to waste time reading through irrelevant information.
we're always listening
Have your say now on any of the points above using our comment box below, we want your feedback. If you'd like to send some specific feedback on something then use our online form or contact us via email, phone or post.
