HEM Service Standards - Hotel Employers Mutual

COMMITMENT
	Early Customer Contact We know that early and timely assistance is important, and will contact you promptly to understand your needs.
	Customer Privacy We take your privacy seriously. We may record our calls with you for coaching purposes and we will let you know when this happens.
	Ongoing Customer Commitment We will speak to you regularly to ensure we can help you when you need it.
	First Call Resolution We will make every effort to resolve your query the first time you call.
SUPPORT
	Customised Interaction We will communicate with you the way that best suits you.
	Connect Customers to Support Services We look at all options to help people get their lives back.
FEEDBACK
	Seek Customer Feedback Your feedback is important to us and helps us improve our services.
	Learn from Feedback We take your feedback seriously, and use it to continually review our services and improve your experience with us.
COMMUNICATION
	Customer Service Response Time We know your time is important. We will always respond to your queries as soon as possible and let you know if we need longer.
	Quality Customer Interaction We know the claims experience can be complicated. We will help you understand each step and what it means for you.

COMMITMENT