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 2017
Brands/Trading names covered: Simplyhealth, Simplyhealth Professionals 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


0.83


1,937


1,877


44.0%


55.7%


33%


Product Performance Features


Decumulation, life and pensions

         


Investments

         


What this means

From 1 July - 31 December 2017, we received 1937 complaints. This represents complaints from less than one percent of our customer base. 1877 complaints have been closed (this figure includes a number of complaints that were outstanding at the beginning of July) with 33% being resolved in the customer's favour. The FCA requires Simplyhealth and other financial services organisations to resolve complaints within eight weeks. Simplyhealth closed 89% 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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