Customer Charter

At Provident Insurance, we aim to provide a simple and straightforward approach to customer service - customers are at the core of everything we do and we’re committed to looking after your interests.

This is why we’ve designed this customer charter, to explain to you how we plan to continuously deliver the highest quality service.

Simple and Straightforward

As customers are at the heart of our business, you can rely on us to be fair and straightforward with you at all times; we've designed our website and contact centre to make working with us as simple as we can. We'll always present information clearly, with jargon-free language to ensure that you fully understand our products, pricing and services.

Personal Service

We're passionate about our customers and want to treat you as an individual; this is why our communications  have been customised so that you'll only receive the information that's relevant to you.

Respond to your needs

Whether it's a claim, complaint or cancellation, one of our consultants will listen to you and do everything they can to help. Our 24 hour accident helpline ensures that you can always get in touch with us when you need us.

Consistent level of service

No matter how you want to contact us, by phone, email, social media or by using our Contact Us form, you'll always receive the same high level of quality service.

Institute of Customer Service

The Institute of Customer Service (ICS) is the independent, professional body for customer service. It aims to improve business performance and professionalism through the development and promotion of knowledge and research.

ICS has years of experience in customer service research, enabling their experts to provide bespoke research projects to organisations. This brings independent perspectives to customer service challenges and opportunities, using cutting-edge research techniques and an abundance of benchmarking data.

The Institute of Customer Service is the independent, professional membership body for customer service; delivering tangible benefits to organisations and individuals so that they can improve their customers' experience and their own business performance. 

The institute helps organisations to:

  • Transform customer service and professionalism within their organisations through the sharing of best practice
  • Gain insight via the authoratative knowledge and research they provide
  • Develop strong customer service skills and maintain accreditation.

ICS Servicemark

Our motor claims service has been awarded the ICS ServiceMark, which is a national standard recognising both our commitment to and achievements in providing great customer service. The accreditation is based on customer satisfaction feedback and an assessment of employee engagement, where areas for improvement are identified and actions are taken to work on them.

To find out more about ICS and their ServiceMark visit their website at: www.instituteofcustomerservice.com.

Help, I'm stuck!

Click here to see our list of FAQ’s

Question mark

Click here to see our list of FAQ’s

Or call us on: 03300 240 123

Why Choose Us?

  • Over 50 years' experience of providing UK car insurance
  • ICS 'World Class' accredited motor claims service
  • UK based contact centre
  • 24/7 accident and claims helpline

Great Cover

Our cover is rated 5 Star which means you get an excellent product with a comprehensive range of features and benefits

Great Service

ICS Servicemark

We've been awarded the ICS Service Mark for our motor claims service, which recognises our commitment to and achievement in providing great customer service

Safe and Secure


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We have a number of checks to ensure we're only offering cover to honest customers, so we can maintain low premiums

Policy documents

View our policy documents for more information about what we cover.

These documents are relevant to all policies taken out after 9th February 2016. If your policy was purchased earlier than this please visit the My Account area for your most up to date documents.