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Digital Partners UK
Digital Partners UK provides insurtechs and digital distributors with insurance products backed by Munich Re. Our support includes insurance capacity, product expertise, data, analytics, technology, execution, and operational expertise.
Complaints data
We have provided a summary of complaints data for the second half of 2024 for Digital Partners UK partnership with John Lewis Home Insurance.
The Financial Conduct Authority requests we report the percentage of complaints we close within 3 days and between 4 days and 8 weeks. You can see how this partnership has performed in line with those reporting requirements below.
Firm name: Munich Re Digital Partners
Period covered in this report: 1 July – 31 December 2024
Brands/trading names covered: John Lewis Home Insurance
| Number of complaints opened by volume of business | ||||||||
|---|---|---|---|---|---|---|---|---|
| Product / service grouping | Provision (at reporting period end date) per 1,000 policies | Intermediation (within the reporting period) | 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 |
| Insurance and pure protection | 9.74 | N/A | 1289 | 1210 | 35.12 | 64.46 | 43.30 | Other General Admin / Customer Service |
Complaints support
Please contact John Lewis Home Insurance directly regarding your complaint. They are required to satisfy your complaints according to our standards and follow regulatory complaint handling rules. This is part of our agreement with them.
If you remain unhappy after our agent provides a final response or eight weeks have passed, whichever is sooner, you may ask the UK Financial Ombudsman Service (FOS) to carry out an independent review of your complaint. The FOS is a free and impartial service that exists to help resolve complaints. FOS contact details:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
Further information and details of number of cases reported to Financial Ombudsman Service, can be accessed here.