Meeting Customers Needs
At Congregational & General Insurance, our heritage and ownership by a Charitable Trust have led to the development of a working ethos that places customers firmly at the heart of the business - in line with our core values of honesty and integrity.
Putting our customers' needs first forms the basis of all our strategic decisions and we aim to consistently deliver excellence in all our business dealings. This applies to the entire customer experience, from promotional activity through to settlement of claims. This is backed up by a commitment to ensuring that our customers can place reliance upon our promises.
Our priority is to provide good value products and exemplary service through all our distribution channels. We aim to meet customers’ reasonable expectations with courtesy and reliability.
We will actively listen to customers and use customer survey data to gain a clear understanding of what is important to them; ensuring that we consistently deliver our products to meet customer needs and look for ways to improve the quality of our service.
Our employees are critical to delivering a positive customer experience, and we invest in training and developing our staff to ensure the fair treatment of customers throughout. We will work as one team and our culture encourages and supports our employees in delivering this.
Our reputation and, ultimately, our profitability are dependent upon customer satisfaction. Through the fair treatment of customers we aim to maximise our competitive advantage.
Values
Integrity
Always working within professional and ethical standards. Being open and honest, keeping commitments and accepting responsibility for what we say and do.
Teamwork
Having a firm commitment to the common vision and objectives and pulling together to share knowledge. Creating a sense of community in how we operate as a business and taking pride in our achievements.
Innovation
Encouraging innovation and improvement through continuous learning. By listening and responding to customers, we will keep ahead of the competition.
