UK Complaints Data

At Aioi Nissay Dowa Europe Limited we understand that a high level of customer satisfaction is a key element in determining the ongoing success of our business. This means getting the important things right – like our service, the quality of our products and the cover we offer.
 

Whilst we are proud of our high record of customer advocacy, we also recognise that sometimes things can go wrong. When it does, we encourage our customers to tell us and we try to put things right as quickly as possible . The feedback we receive from our customers is invaluable and it helps us to shape the way we do things in future.

Please find below the complaints data for Aioi Nissay Dowa Europe Limited:

Firm Name:                                                Aioi Nissay Dowa Insurance UK Limited

Group:                                                        Aioi Nissay Dowa Europe Limited

Other firms included in this report:         Aioi Nissay Dowa Insurance Europe SE UK Branch, Insure the Box Limited

Period covered in this report:                  1 July 2020 to 31 December 2020
 

Brands/trading names covered:              Toyota Motor Insurance, Lexus Motor Insurance, Autosan, Motor  Ichiban, insurethebox,

                                                                   Drive Like a Girl,  Tesco Bank Box Insurance

  Provision (at reporting period end date) Number of complaints opened Number of complaints closed % closed within 3 days % closed after 3 days but within 8 weeks  % upheld Main cause of complaints opened
Insurance and pure protection policies  11.91 per 1,000 policies in force
 
1,676
 
1,557
 
28.45%
 
68.66%
 
41.49%
 
Other general admin/customer service
Consumer Credit  0.07%
 
6 10 10%
 
90% 30% Credit Broking