Property Insurance
Tel: 01202 754900

Specialist residential and commercial property insurance brokers UK

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Client Service

Serving our clients is at the heart of everything we do here at Alan & Thomas Insurance. We are proud to look after you and your insurance needs, and aim to offer you the highest levels of care and client service. We believe that providing quality insurance products and risk management services is key to our long term partnership with you.

Our Client Service Charter below sets out the standards that will we will deliver as our commitment to supporting you and your business.

We are committed to providing each and every client with:

  • A professional, attentive and efficient service at all times throughout the term of your insurance policy
  • Details of your Insurance Account Team members, their primary roles and contact details
  • Staff who are continuously developing their insurance skills, abilities and competence to provide high standards of advice, guidance and support

What can you expect as a client of Alan & Thomas Insurance...

At all times

  • You will receive a courteous, friendly yet professional service in all dealings with us

When you call us, we will:

  • Answer within 4 rings during office hours which are 9.00am to 5.15pm Monday to Friday
  • Return telephone calls / respond to telephone messages within one working day
  • Give you our name when answering the telephone so you know who you are speaking with
  • Seek to offer assistance if the person that you are calling for is unavailable
  • Avoid putting you ‘on hold’ unless absolutely necessary

When you write to us or send an email, we will:

  • Acknowledge your correspondence within 3 working days of receipt
  • Use clear and unambiguous language in our response with no insurance industry jargon
  • Provide you with clear points of contact

If and when you visit us or we visit you, we will:

  • Greet you with courtesy and respect
  • Be punctual and ensure that all appointments are kept
  • Ensure our office is accessible and welcoming to all

Our clients are our business. We focus on meeting your needs and exceeding your expectations. We take pride in providing our valued clients with good advice, comprehensive insurance products and competitive premiums, as well as continuous support and guidance on all risk management and insurance issues. If you feel at any point that we have let you down and we have not met our service commitment to you, we would like to hear from you so that we can rectify matters as soon as possible. We have a formal Complaints Procedure in place and all complaints will be thoroughly investigated. Please contact us on 01202 754900 or by email

Which one is not a colour?

Why choose Alan & Thomas?
  • Free no obligation review and quotation
  • Dedicated property insurance advisers to guide you through the process
  • Competitive premiums from leading UK property insurance providers
  • Insurance cover tailored to your specific requirements
  • In-house claims team to manage any claim for you
  • Payment of premium by monthly instalment available
  • Free access to online risk management services
  • Top 100 UK independent broker* with Chartered Insurance Broker status

* Top 100 Independent Brokers 2016 published by Insurance Age in association with Cornell Consulting

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