Simplyhealth Complaints Publication Report

Firm name: Simplyhealth Access
Group: N/A
Other firms included in this report: N/A
Period covered in this report: 1 July - 31 December 2016
Brands/Trading names covered: Simplyhealth and Denplan

 

Number of
complaints opened per 1000 policies in force

 

Number of
complaints opened

 

Number of complaints closed

 

Percentage closed
within 3 days

 

Percentage closed after
3 days but within 8
weeks

 

Percentage upheld

 

Main cause
of
complaints opened


Banking


Home finance


General insurance pure protection


0.46


1,186


1,208


53.1%


46.6%


34%


Other general admin and customer service


Decumulation, life and pensions

         


Investments

         


What this means

From 1 July - 31 December 2016, we received 1186 complaints. This represents complaints from less than half a percent of our customer base. 1208 complaints have been closed (this figure includes a number of complaints that were outstanding at the beginning of July) with 34% being resolved in the customer's favour. The FCA requires Simplyhealth and other financial services organisations to resolve complaints within eight weeks. Simplyhealth closed 92% of complaints within four weeks, and 99.7% within the eight week timeframe.

We only offer general insurance products, which is why some of the boxes in the above table are blank.

Our complaints process

We may not always get it right, but we're determined to improve. View pdfs of our complaints procedures

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