Our service standards
The following are our service standards which we are happy to publish as we benchmark ourselves against them on a daily basis.
- Claims and membership helplines available 8am to 6pm Monday to Friday
- Letters, emails and faxes replied to within 3 working days
- New members documents sent within 5 working days
- Amendments to documents sent within 5 working days
- Claims cheques sent to members on fully supported and eligible claims within 7 working days
- For providers, please note that our payment terms are 21 working days. It is not necessary for you to send in a duplicate invoice before this time as it is likely your account has already been processed. If you have not received payment after 30 days then please contact us on 0333 633 9001 or email health-assessors@groupama.co.uk
- 90% of quotations returned to intermediaries (where all appropriate information is supplied) within 3 working days
- Complaints acknowledged within 2 working days
- New business submissions processed and documentation issued (where all appropriate information is supplied) within 5 working days.
