Treating customers fairly: what that means at Cuvva

Treating customers fairly is (or at least should be!) central to any insurance company. But it's not enough to just say it's important. Most of us will have been stuck on hold at some point, and heard an automated message saying your call is important to us, before being bounced around the houses. Very frustrating.

At Cuvva, we're super proud that you can chat to us in app 9am to 9pm, every day of the year. And you'll get a response from a human within an average of two minutes 🎉

It's not just the speed of our responses we're happy with. Based on what you've told us through the Net Promoter Score survey, we offer a "world class" service.

But if you're a nerd like me 🤓 you might want to dig a bit deeper into what fairness really means.

Well, as an FCA regulated company, we can start with helpful outcomes our regulator uses to define what treating customers fairly looks like.

• customers can be confident they're dealing with firms where fairness is central to the culture
• products are designed and targeted to meet the needs of identified consumer groups
• customers are provided with clear information and kept informed
• customers are provided with the products and service they've been led to expect
• customers don't face unreasonable post-sale barriers

Cuvva was created in 2014 with fairness and customer needs in mind. Traditionally, getting short-term car insurance (let alone hourly!) was a long and painstaking process. People often bought expensive, inflexible slabs of annual car insurance instead - rather than paying a fair price for what they actually used.

We don't apply dual-pricing - because it's just not fair. We're transparent about what you pay.

As the first company to sell car insurance through an app, we helped drag a historic industry, kicking and screaming, into the 21st century. We take pride in making your Cuvva experience as smooth, clear and useful as possible.

But there's always more to do. There isn't a one-size-fits-all approach to fairness. It means different things to different people. There will, inevitably, be times where we can't give a customer the outcome they want. But where that's the case, we'll always explain what's happened in a way that's human, honest and as helpful as possible.

We love your feedback. So if you have any ideas, suggestions or tips on how we can get even better - please chat to us in the app. We'd love to hear from you 💬