Since its formation in 1983 Lorega has worked for Policyholders to ensure that the treatment they receive from Insurance Carriers is fair and equitable.

In May 2007 the Financial Service Authority (FSA) introduced a new and important initiative called “Treating Customers Fairly” (TCF). The FSA challenged the Insurance Industry to make TCF an integral part of its culture. Insurance companies, Lloyd’s underwriters, brokers and intermediaries must demonstrate compliance with TCF.

Lorega has taken steps to ensure it is fully compliant and welcomes the initiative. Lorega constantly checks the quality of service provided to customers at the point of sale and the claims service through its post loss customer survey. Current satisfaction levels from customers after a claim has been settled are 96%.

Lorega believe that by providing customers with independent, specialist advice at a time of crisis i.e. when a claim happens is a perfect example of TCF. As part of the TCF initiative Lorega has created a mission statement which outlines the approach to customer service standards…

Lorega Mission

‘The directors and senior management of Lorega Limited are committed to ensuring that the FSA principle of treating customers fairly (TCF) is applied in all areas of our day to day business activities.

We recognise that claims excellence is the cornerstone of insurance and it is our mission to seek fairness for the customer in the sale of our product and the delivery of the claims service.

We pledge that the fair treatment of our customers is central to our corporate culture and we will therefore endeavour at all times to protect the interests of our customers at each stage of our relationship with them including product development and pricing, promotion, claims handling, claims settlement and after settlement service.’