Complaints
At ACE European Group, we pride ourselves on the service that we give to our customers. But as with any business, sometimes customers find that things have not gone as they wished and so decide to make a complaint. We would prefer that customers do get in touch when they feel this way as it gives us a chance to see if we can put things right, and provides valuable feedback about our products and services
The following table has been designed to give you an idea of how many complaints ACE has received between 1 July 2011 and 31 December 2011 and how we have dealt with them.
| Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks % | Closed complaints upheld (%) | |
| General insurance and pure protection | 4,240 | 4,091 | 97% | 41% |
Whilst it may appear that ACE has received many complaints in the first half of the year, we need to put this into perspective:
| Number of policyholders | Number of complaints | Complaints as a % | |
| Personal insurance (but not household or motor insurance) | 97,984 | 124 | 0.13% |
| No. of policyholders | Number of claims for 6 month period | No. of complaints opened in 6 month period | Complaints as a % of policyholders | Complaints as a % of claims | |
| Mobile Phone insurance | 1,228,818 | 184,731 | 3,701 | 0.30% | 2.00% |
As you can see from the above information, the overall percentage of complaints received by ACE is actually very low. In our Mobile Phone experience the overwhelming majority of complaints are received at the time of claim and whilst it is impossible to not have any complaints, ACE are constantly striving to reduce the number of complaints still further.
We hope you have found this informative however, if you require further clarification on the above figures, please do not hesitate to contact Richard Price via email at richard.j.price@acegroup.com.