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At Chubb we pride ourselves on the service that we give to our customers. However, sometimes, customers don’t think things have gone as well as they could have, this offers us an opportunity to put right matters that may not have gone right and provide direct feedback about our products and services.

The information presented below relates to Chubb’s UK operations and eligible complainants in the UK.

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

Brands/trading names covered: Chubb, Chubb Europe, Chubb European Group, Chubb Global Markets and Combined Insurance.

Product/service grouping 

Number of complaints per 1000 policies in force

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage upheld

Main cause of complaints opened

Total insurance and pure protection

 

2.01

 

8,600

 

8,645

 

61.9 %

 

38 %

 

59.6 %

Error/ not following instructions

We hope you have found this informative, however, if you require further clarification on the above figures, please do not hesitate to contact Nicola McCabe via email at customerrelations@chubb.com.