Customer remediation

Customer remediation

Putting things right when things go wrong.

Putting things right when things go wrong.

From time to time we discover some of our customers’ policies have been negatively affected by problems that require action from us to put things right. This can impact current policies as well as those which are no longer active.

Whenever problems arise, our priority is to put things right for customers. This involves fixing the underlying issue, contacting customers to advise them how they have been impacted, and explaining the steps we’re taking to remediate the issue. This may include making payments to affected customers if they’re entitled to receive one.

young girl holding a bundle of tree branches


If you’ve received an email or letter from us about a problem with your policy, and have questions, please read the FAQs below or feel free to contact us on or 0800 343 543.

Contact us.

What you can expect.

Here’s what to expect if you’re affected by a problem: 

Step 1 – we’ll get in touch. 

  • We’ll contact you by email or letter to apologise and explain what’s happened.
  • We’ll let you know if you are due a payment, and how the amount has been calculated. 
  • Sometimes, as a result of the problem, you might also need to make decisions about your policy, for example a change to your sum insured.  We strongly recommend you discuss your circumstances with a financial adviser before making any decisions, which is why we also send your adviser (if you have one) a copy of your email or letter. 

Step 2 – we’ll make a payment to you (if applicable). 

  • If we have your bank account details on file, we’ll check you’re happy for payment to be made to this account.  If we don’t have your bank account details, or you want the payment made to a different bank account, you’ll need to provide them to us.    

Frequently asked questions.