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 January - 30 June 2017
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


0.49


1,242


1,217


54.1%


45.8%


34%


Product Performance Features


Decumulation, life and pensions

         


Investments

         


What this means

From 1 January - 30 June 2017, we received 1242 complaints. This represents complaints from less than half a percent of our customer base. 1217 complaints have been closed (this figure includes a number of complaints that were outstanding at the beginning of January) 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 99.8% within the eight week timeframe*.

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

*Please note that there is a slight difference in the percentage due to the rounding to 1 decimal place

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

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