Customer Charter

Routen Chaplin has always placed customers’ interests at the heart of all we do and we continually strive to provide an exceptional level of service, based on the highest levels of trust, integrity and reliability.

Under the terms of our Customer Charter, we will:

  • Regularly review our products and services to ensure they meet customers’ needs
  • Assess our products to ensure they deliver fair value
  • Present easily understandable communications, enabling customers to make informed decisions
  • Provide a level of support that meets customers’ needs

Getting it right first time, we will:

  • Aim to answer your call within 5 rings and acknowledge your email within 24 hours
  • Respond to your voicemail the same day or next working day if received after hours
  • Aim to provide you with renewal terms 21 days before your policy is due to renew

Meeting your needs, we will:

  • Offer you a personalised service
  • Provide the most competitive rates available to us for your requirements
  • In the event of a claim, we will support you throughout the entire process

Acting with honesty and integrity, we will:

  • Always listen to your needs
  • Ensure our services are easily accessible
  • Seek your feedback to help us develop and improve our services

We ask you to:

  • Treat us as you would like to be treated
  • Respond to our requests for up-to-date information
  • Be open and honest with us