Customer Charter

At Provident Insurance, we aim to provide a simple and straightforward approach to customer service - customers are at the core of everything we do and we’re committed to looking after your interests.

This is why we’ve designed this customer charter, to explain to you how we plan to continuously deliver the highest quality service.

Simple and Straightforward

As customers are at the heart of our business, you can rely on us to be fair and straightforward with you at all times; we've designed our website and contact centre to make working with us as simple as we can. We'll always present information clearly, with jargon-free language to ensure that you fully understand our products, pricing and services.

Personal Service

We're passionate about our customers and want to treat you as an individual; this is why our communications  have been customised so that you'll only receive the information that's relevant to you.

Respond to your needs

Whether it's a claim, complaint or cancellation, one of our consultants will listen to you and do everything they can to help. Our 24 hour accident helpline ensures that you can always get in touch with us when you need us.

Consistent level of service

No matter how you want to contact us, by phone, email, social media or by using our Contact Us form, you'll always receive the same high level of quality service.

The Institute of Customer Service (ICS) is the independent, professional body for customer service. It aims to improve business performance and professionalism through the development and promotion of knowledge and research.

ICS has years of experience in customer service research, enabling their experts to provide bespoke research projects to organisations. This brings independent perspectives to customer service challenges and opportunities, using cutting-edge research techniques and an abundance of benchmarking data.

The Institute of Customer Service is the independent, professional membership body for customer service; delivering tangible benefits to organisations and individuals so that they can improve their customers' experience and their own business performance. 

The institute helps organisations to:

• Transform customer service and professionalism within their organisations through the sharing of best practice
• Gain insight via the authoratative knowledge and research they provide
• Develop strong customer service skills and maintain accreditation.

We’ve been awarded the ICS ServiceMark with Distinction, which is a national standard recognising both our commitment to and achievements in providing great customer service. The accreditation is based on customer satisfaction feedback and an assessment of employee engagement, where areas for improvement are identified and actions are taken to work on them.

To find out more about ICS and their ServiceMark visit their website at: www.instituteofcustomerservice.com.