Jonathan Russell

Budget Insurance Services panel must answer 80% of calls in 20 seconds, acording to a new service agreement.

The broker has been in negotiation with its insurers since late last year. They have agreed on three other basic commitments:

  • 95% of settlement cheques to be sent within three working days of agreement and documentation being received

  • 95% of suppliers to be instructed to replace goods within three working days of the claim being agreed

  • 100% of all new claims to be actioned no later than the end of the next working day from receipt.

    • Budget claims director Bob Perry said: "It is probably true to say that in the majority of cases insurers are already providing this level of service, but with the development of our affinity business, Junction, comes the increased need to ensure consistently high standards throughout the whole customer experience."

    Though there are no penalties should standards drop, Perry confirmed that insurers would be reporting monthly on their performance.

    He said: "The first reports we received in January showed the integrity of the system. It was impressive to see that people were prepared to give an honest indication of what the service was like."

    Budget has agreed the service standards with the majority of its insurers including Norwich Union, Allianz Cornhill and Churchill.

    Budget is in the final stages of reaching agreement with the remaining few.

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