The FCA's concern regarding the sale of add-on products and how customer behaviours at the point of sale can be affected by the method of sale is well documented. Home emergency was one of the products selected by the FCA for inclusion in its Market Study of add-on products and we have concerns that generally speaking Home emergency assistance products are not always correctly understood by consumers. Managing expectations can be difficult.
the proportion of complaints reported to ARAG is very much below the market
average, we strive to do better. Every single expression of customer
dissatisfaction we receive whether justified or not, is an opportunity to learn
more about our products.
of the complaints we receive about Home emergency arise from customers
reporting a problem that is not actually a "Home emergency". They
have a fault which may be inconvenient but it doesn't cause damage or
compromise the safety or security of their home.
can always help by making arrangements for an approved contractor from our
networks to attend the insured's home, however contractor's costs will not be
covered under such circumstances.
value the assistance we receive from our brokers and business partners to
minimise misunderstandings that can lead to disappointment for customers if
their policy does not perform as envisaged. We don't need to convince you that
messaging at the point of sale is key to avoiding customer expectation gaps.
You can down-load suggested customer demands and needs statements for all of
our products from our new-look website by clicking through the "BTE
Products" tab. The statement for Home emergency is longer than for most
other products and probably longer than we would like it to be however it has
been drafted in consultation with our Customer Relations Team with the aim of
getting across the information that we consider critical to consumers. We hope
you find this helpful.