Message from our CEO
The true impact of coronavirus (COVID-19) has yet to be realised but one thing is for certain, we’re all having to adapt how we live and work to cope with the crisis. At Together, that means finding new ways to interact with and help our customers while the majority of our staff work from home.
We are prioritising our most vulnerable customers and those living in alternative accommodation to help them with the resources they need. We’re using technology, where appropriate, to carry out virtual visits for insurance claim purposes when physical visits are no longer possible. We’re also dealing with travel insurance queries and the impact of the virus on new customer policies.
All in all, it’s been a busy time but we want to thank you, our customers, for helping us navigate through this unprecedented period. We are confident we can continue to deliver the high quality standards of service and customer care that you’ve come to expect from Together.
If you have any queries or concerns regarding your insurance, please do get in touch at email@example.com
Measuring your feedback
We were delighted by the responses to 2019’s ‘How are we doing?’ questionnaire and to know that we’re continuing to provide a high level of quality customer service. Thank you for taking the time to give us your feedback.
- 94% of respondents would recommend us*
- 83% of respondents agreed that we were pleasant and friendly over the phone*
- 84% of respondents felt our mutual status was important to them+
- 90% of respondents who had made a claim were happy with our overall claims service+
* ‘How are we doing?’ Survey 2019
+ Annual Customer Survey 2019
Planning for a sustainable future
Like many businesses, we are committed to cutting our carbon footprint. Throughout 2019, we continued to take measures to reduce our impact on the environment, including printing our policy booklets on sustainably-sourced and fully recyclable paper, and removing all single-use plastic cups across the business. We also gave every staff member a reusable drinking bottle to encourage them to cut back on their use of single-use plastic bottles. Our 2020 calendar and much of our blog content focuses on greener ‘life hacks’, with tips and advice on practical changes we can all make at home to reduce our environmental impact each month.
Why being a mutual matters
Being a mutual means we are owned by our policyholders, we don’t answer to shareholders looking for a return on their investment. This means we put our members at the heart of everything we do, with no divided loyalties.
We are a membership-based community, here to provide assurance and value to our members through our quality insurance products. We rely on the honesty and integrity of our members, just as they expect those values from us, too. It’s this mutual understanding that makes us the insurance provider of choice for our policy holders.