Message from our CEO
The true impact of coronavirus (COVID-19) has yet to be realised but one thing is for certain, we’re all having to adapt how we live and work to cope with the crisis. At UIA, that means finding new ways to interact with and help our customers while the majority of our staff work from home.
We are prioritising our most vulnerable customers and those living in alternative accommodation to help them with the resources they need. We’re using technology, where appropriate, to carry out virtual visits for insurance claim purposes when physical visits are no longer possible. We’re also dealing with travel insurance queries and the impact of the virus on new customer policies.
All in all, it’s been a busy time but we want to thank you, our customers, for helping us navigate through this unprecedented period. We are confident we can continue to deliver the high quality standards of service and customer care that you’ve come to expect from UIA.
If you have any queries or concerns regarding your insurance, please do get in touch at firstname.lastname@example.org
Measuring your feedback
We were delighted by the responses to 2019’s ‘How are we doing?’ questionnaire and to know that we’re continuing to provide a high level of quality customer service. Thank you for taking the time to give us your feedback.
- 94% of respondents would recommend us*
- 83% of respondents agreed that we were pleasant and friendly over the phone*
- 84% of respondents felt our mutual status was important to them+
- 90% of respondents who had made a claim were happy with our overall claims service+
* ‘How are we doing?’ Survey 2019
+ Annual Customer Survey 2019
We also look to benchmark ourselves with other insurance providers, and actively take part in the Consumer Intelligence ‘Home Insurance Behaviour Tracker’. This surveys 24,000 people and placed UIA as one of the highest in the market for customer loyalty.
Choosing the right home insurance for you
With so many home insurance policies on the market, choosing the right level of cover can be tricky, particularly as the features, benefits and optional add-ons vary from policy to policy. It’s easy to get carried away when looking, without taking the time to consider your specific needs or any existing cover you may already have with your bank or utility providers, for example.
Defaqto Star Ratings may be a useful way to determine the right policy for you. Defaqto have read the terms, conditions and small print of over 10,000 home, motor and travel insurance policies, rating them on a scale of 1 to 5 based on the quality and comprehensiveness of the features and benefits they provide.
Our Flexi Home Insurance has been given a 4 Star Rating. This policy was developed to meet the needs of customers who require a good level of cover but don't want to spend money on additional cover they're unlikely to use. We also offer a higher level of cover through our Signature Policy, if your insurance needs require it.
Remember, it never hurts to call our customer services team for a policy review to ensure your cover still meets your needs and, if you’re shopping around, it’s worth looking at Defaqto ratings in addition to traditional comparison websites.
Planning for a sustainable future
Like many businesses, we are committed to cutting our carbon footprint. Throughout 2019, we continued to take measures to reduce our impact on the environment, including printing our policy booklets on sustainably-sourced and fully recyclable paper, and removing all single-use plastic cups across the business. We also gave every staff member a reusable drinking bottle to encourage them to cut back on their use of single-use plastic bottles. Our 2020 calendar and much of our blog content focuses on greener ‘life hacks’, with tips and advice on practical changes we can all make at home to reduce our environmental impact each month.
Why being a mutual matters
Being a mutual means we are owned by our policyholders, we don’t answer to shareholders looking for a return on their investment. This means we put our members at the heart of everything we do, with no divided loyalties.
UIA stands for Union Insurance Association and we have a long and proud history of supporting trade union members who we believe share our values. Like the trade unions, we are a membership-based community, here to provide assurance and value to our members through our quality insurance products.
We rely on the honesty and integrity of our members, just as they expect those values from us, too. It’s this mutual understanding that makes UIA the insurance provider of choice for trade unions and their members.