In these uncertain times, we just wanted to let you know what we’re doing here at Paymentshield to support you and your clients.
As the situation around the novel coronavirus (COVID-19) continues to evolve, we’re reviewing the situation regularly, following official advice and doing everything we can to continue to provide you with high levels of support.
We’re putting people first
Your wellbeing, as well as the wellbeing of our people, is our highest priority. In response to the coronavirus, we’ve stopped unnecessary travel and are now supporting more home working.
Our team members are communicating as normal via email, online video and voice calls and for those continuing to support our customers in the office, all sensible precautions are being taken to maintain their wellbeing.
We’ll continue to support you
Although it’s no longer appropriate for our business development team to be traveling for face to face visits or events at the moment, they’ll be continuing to do all they can to provide you with technical and business expertise over the phone.
In many cases, face to face meetings are being replaced by virtual Skype meetings and given these unique circumstances, we’re also looking at what additional support we might be able to provide to our adviser and end customers via our digital channels.
You can continue to quote, apply, put pending policies on risk and monitor your business via our Adviser Hub.
Plans to maintain customer service are in place
We’ve got established plans which are regularly reviewed and refined to ensure we can continue to support you and your clients during difficult situations.
Your calls to our intermediary sales team and customer services team will still be answered by our team members and although we’re understandably receiving a higher than usual volume of calls we’re doing all we can to maintain our usual service levels.
We’re also in daily contact with our insurance partners to understand any potential changes in the claims service they provide but it’s, currently, still business as usual.
We aim to continue to provide updates and information as we navigate through this situation together.
As an insurance business, we’re used to being there in times of difficultly and we strongly believe we can pull together as an industry even when we need to be apart.
We understand the current situation is ever-changing and could lead to you and your clients having questions about cover. To help, we've outlined the most popular questions on a we’ve been asked and we’ll continue to add to these as we get new questions coming into us.
To help your clients access the same information, we've launched a customer updates page over on our policyholder website.
To keep up to date about any changes to cover, we recommend regulary visiting the popular questions page.