What customers really want from a claim
Customers are busy, so our job is to meet them where they are, with just enough information at the right time to explain where their claim is and what happens next.
When we think about what we want as customers ourselves, it comes down to four things:
- Take on my problem.
- Own it.
- Answer me when I have a question.
- Keep me informed when you say you will.
That’s it. Keeping this front and centre on every claim is what good claims handling looks like in practice.
Making a claim, any time
Customers can reach us by phone or online, and our claims team is in-house and available 24 hours a day, 365 days a year. Whether it’s a boiler breakdown on a Sunday night or a lost key on Christmas Eve, there is a real person ready to help.
We are a true 24/7 claims provider, with the same staff and the same systems around the clock. If a customer wants an update on their claim at 2am, that’s fine with us.
How to make a claim
- Home emergency: call our 24-hour helpline on 0333 241 3365 and we’ll put you through to our home emergency claims partner, who will arrange an approved engineer.
- Gadget: call 0333 241 3395, email gadgetclaims@coplus.co.uk or claim online at gadget.coplus.co.uk.
Your policy documents have the full details for your product.
From first contact to a fair outcome
Our claims specialists take ownership from the very first conversation. They log the claim, explain clearly what happens next, keep the customer updated and see it through to a fair outcome.
Our claims system handles the admin, so our handlers can spend their time with customers. Every claim runs on a timed action schedule that prompts the handler when it’s time to check in, chase a supplier or update the customer, so nothing gets missed.
Customers tell us how they want to hear from us, whether that’s phone, email or text, and we stick to it. If a customer is vulnerable or needs more support, such as extra calls, a different approach or more time, the handler adjusts the process to suit them. Every action is recorded, so whoever picks up the phone knows the full story.
Using claims data to keep improving
We track every claim from first contact to close, including the average time from first contact to decision, how long claims take to resolve, complaints, customer feedback and the number of touchpoints per claim.
That data feeds into our product reviews. It shows us whether each product is delivering the value it should, and where it isn’t. It also shows us how to respond faster. The easier and clearer we make it for a customer to know what we need from them, the quicker they can respond and the sooner their claim is settled.
Case study: settling motor excess claims faster
Motor excess claims are a good example of how we improve a claims journey. Fourteen days used to be seen as a reasonable time to settle an excess claim. As volumes grew, we tested the data, reviewed customer feedback and got to work.
A lot of time was being spent waiting for customers, and the evidence they sent didn’t always match what was needed. The answer was education: explaining what we need, why we need it, what it looks like and how to contact us for help. Contact points went down, and more customers sent the right evidence, faster.
We then improved our systems. Claims forms now feed straight into our claims system and flag to handlers what is still outstanding, and we reworked our messages to make them clearer and simpler. We shared the same education with our broker and commercial partners, helping improve understanding at both the point of sale and the point of claim.
The result? Our target settlement time came down from 14 days to 5 days. We are now targeting 3.5 days through new payment technology, and we have worked with a major partner to build the excess claim into their main claims journey, for truly joined-up claims handling.
Listening, especially when we get it wrong
Every customer is asked for feedback, whatever the outcome of their claim. The more feedback we get, the better we understand our customers. Good service stands out, and so does service that misses the mark. We want to hear about both.
We read every review, and we reply to every negative one. We are rated Excellent onTrustpilot, scoring 4.7 out of 5 from more than 400 reviews, alongside a Net Promoter Score of 75 (figures correct as of October 2026). These are our customers’ words, not ours:
“Excellent service, can’t believe the professionalism and dedication taken to sort out the key within a reasonable timeframe.”
“The company is very efficient; customer service is excellent and would definitely recommend to friends and family. 10/10 service.”
Complaints are handled by our dedicated Quality Assurance team. We treat each one as an outcome to put right, and as a lesson we build into how we work.
Delivering our promise. Keeping yours.
What works today may not work tomorrow, and what works for one customer may not suit another. So we keep testing ourselves, looking for improvements and questioning every stage of the process. If an idea improves outcomes, we use it.
Behind all of this are the pillars we run our business on: expert people supported by tech excellence, customer-centric solutions, compliance and trust, and continuous innovation. Whatever the claim type, the approach is the same, and it is summed up in our tagline: Delivering our promise. Keeping yours.
Want to know more about our products or services?
Get in touch. We’d love to talk you through it.
