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Customer Space

Customer Space

Customer Space

PROGRESS OF YOUR CLAIM

The processes and protocols in place at PMC are designed to ensure that your claim is dealt with in a timely and appropriate manner. However, it is inevitable that with certain types of claim, delays may arise from situations that are outside our control.  Please refer to our ‘Customer Subsidence Guide 1’ and ‘Customer Subsidence Guide 2 ’ for details on how your claim may be progressed.

If you are concerned at what you consider to be any undue delay, then the dedicated number quoted below allows you to directly contact our support team.

"Our promise to you is that we will provide you with a detailed update on your claim together with a plan of action within 24 hours of your call."

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CONTACT US

You may connect directly to our Support team by using one of the following options. Further contact details are shown on the dedicated ‘Contact Page’.

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ADVICE-LINE

It is hoped that with further feedback from Clients and Customers, this section of the website will be developed alongside other initiatives to assist with the understanding of the processes adopted in dealing with your claims.    

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FAQs

This section of the site is under development and will be completed following feedback from Clients and Customers.

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JARGON BUSTER

Whilst we try to ensure that all of our correspondence is written in plain English, it is often the case that some of the terminology used will be new to certain people.  The PMC Jargon Buster has therefore been compiled in the hope that some of the more commonly used words and phrases will be explained or clarified in more detail.

Please click here to download our Jargon Buster PDF file.

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COMPLAINTS PROCEDURE

We realise that in the world of insurance claims handling there are likely to be occasions when disputes arise.  At PMC we welcome feedback, both positive and negative and see this as being a fundamental part of our continuing development and improvement. 

From January 2005, the Financial Services Authority (FSA) has regulated insurance companies and brokers who transact general insurance business.  Loss Adjusters and similar organisations such as PMC are not regulated by the FSA but insurers who utilise our services are required to satisfy themselves that we are compliant.

In order to do this, we are required to provide insurers with evidence of compliance.  This will include details of our robust complaints procedure.

In the first instance, should you be unsatisfied with the service that we are providing then please contact us and we will ensure that your complaint is referred to one of our Complaints Nominees who will provide a detailed response in a timely manner. 

"It may not be possible to immediately resolve your complaint but we will provide an action plan with timescales within which the issues will be addressed."

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INSURANCE OMBUDSMAN

The Ombudsman Service provides a means of resolving disputes between Policyholders and Insurance Companies where such disputes have not been resolved between these parties.  The service is free and available to domestic policyholders.  

The Ombudsman Service employs experienced staff who will consider each case on its merits and take an impartial view on the dispute.  It will then make a recommendation on how the dispute should be resolved.

Before registering a formal complaint with the Insurance Ombudsman, it is possible to obtain general advice and guidance from its Customer Contact Division. The Customer Contact Division will not give decisions over the telephone, but will explain what would be likely to happen if a case went forward for adjudication by the Ombudsman.
Clearly, it is in everybody’s interest to resolve a dispute without the need for formal adjudication. Therefore, once an application to the insurance ombudsman has been made, the policyholders will be sent a complaint form for signature and at the same time the Insurer will be notified that a complaint has been registered.

The Insurer will make every effort to resolve the complaint within a maximum period of 8 weeks. This period starts when the policy holder first registers a complaint with the insurer. If the complaint cannot be resolved, a final decision letter will be issued by a senior officer of the insurance company within the 8-week period. At this stage a member of the Ombudsman team will review the case, carrying out further investigations as necessary, before reaching a decision, which will be notified to the policyholder and Insurer.

"The decision of the Ombudsman does not affect the policyholders’ statutory rights and a claim may still be pursued in the Courts."

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Contact Us

Please click here for our contact details and online form.