When you set up your policy we will ask you to provide us with your contact details. The details we hold and use for communication are:
- Your Email
- Your Telephone Number
- Your Postal Address
When purchasing a policy you will be asked how you would like us to keep in touch with you. Email and Telephone is default selected, but you can also opt for postal copies.
Junk & Spam
It is possible that your renewal invite may have been diverted to your junk and spam folder. This is out of our control as a business and is filtered by the computer algorithms of the email service provider you have chosen to use.
As soon as an email is issued from our system it is counted as ‘delivered’, the reason for this is that we monitor “Failed Delivery” notices and if we have issued you an email and have not received a “Failed Delivery” notice then the email has been received.
It is the responsibility of the user of the email platform to check their Junk, Spam or other automatic filters and should our email be diverted into this we operate on a basis that you the owner of the email inbox has taken reasonable steps to monitor this and consider this as ‘read’.
Postal Copy Not Received
All of our letters issued have a return address on, if a letter has been posted and not returned to us we consider this as ‘Delivered’.
During your policy term, you are required contractually to keep us up to date with changes to your details including but not limited to address details. Failure to keep us up to date with the correct postal address may result in this not being delivered however we have acted on the information retained by us and believe this to be correct.
Thank you for taking the time to read this, your complaint is now resolved.