Service Standards

Universal Provident endeavour to deal with all administration in the most effective way to ensure that our clients receive the best standards of service possible.

Our New Business promise….

We promise that when you submit an application form, your policy documents will be issued to you within 48 hours of receipt of your application, provided that no further information is required by us.

All documents will be accurate.

Should you telephone, you will be answered promptly and treated courteously.

Should you require a call back, this will be dealt with on the same day.

Our Customer Care promise….

We promise that if you have a query, either in writing or over the telephone, you will be answered promptly and courteously.

In the unlikely event that you cannot be helped in the first instance, someone who can help will call you back the same day. We will not pass you or your query through to numerous people while you are kept on hold.

All renewal documents are processed and sent out six weeks prior to your renewal date. All documents will be accurate.

Our Claims promise….

If you make a claim, you will be assigned a personal advisor, who will be available at every stage of your claim to answer any queries you may have.

If, when you contact us, your advisor is unavailable, your query will be passed immediately to a colleague who will also be able to help you.

When you call our dedicated Helpline number, you will always be treated courteously and promptly. We will not pass you or your query through to numerous people while you are kept on hold. In the unlikely event that your personal advisor cannot help, someone who can help will call you back promptly.

Our customers always come first.