Complaint handling insurance

Blame = claim ...

Professional indemnity
from
£7
a month

Professional indemnity insurance defends you against claims of negligence, breach of confidentiality, dishonesty, libel and slander. We offer up to £10,000,000 cover.

+ Public liability
£3.67
a month
£1,000,000 for physical damage and injuries caused by your business
+ Legal expenses
£2.29
a month
£100,000 for legal disputes, including non-paying clients

Summary of cover

A quick-reference, all-you-need-to-know guide to the insurance you’re getting.

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[0.2 MB]

Policy wording

The formal bit of the policy, detailing exactly what is and isn’t covered.

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[0.5 MB]
Based on an annual income of up to £25,000. All prices include IPT at 10%.
Quote online for turnovers up to £5,000,000, or call and talk to an expert.

Righting wrongs

It’s a blame culture out there and there’s always someone pointing the finger at someone else. The trick is making sure the finger isn’t pointing at you.

If your client isn’t happy with your work, the best way to protect yourself is with some complaints handlers’ professional indemnity insurance.

And you can’t blame us for saying so.

Why do complaints handlers need professional indemnity insurance?

Righting wrongs is what you’re best at.

But it’s a big responsibility. What happens if you make a mistake? Or come to the wrong conclusion? The last thing you need is your client breathing down your neck, looking for some compensation of their own.

You’d be forgiven for thinking it’s a thankless task.

Complaints handlers’ professional indemnity insurance is the answer. If you have to defend yourself against allegations you’ve done something wrong (even if you haven’t), your policy pays your legal fees, rights any wrongs and compensates your client.

You need it because you have limited funds, because you’re not legally trained, and because your reputation matters.

And you can’t object to that.

How much professional indemnity insurance do I need?

Good question. The thing to remember is your professional indemnity insurance protects you. No one else. What might be right for one complaints handler isn’t necessarily right for all.

Putting aside your clients’ contractual demands for a moment, consider the type of complaints you’re dealing with (financial, or not), who you do it for and how much they’re worth. Think about worst-case scenario and what could go wrong. What’s the most expensive mistake you could make? How much would it cost to fix?

If it helps, you can’t have too much cover. Solicitors are expensive and defending you can cost thousands of pounds. Factor in compensation for your client too and you’re probably looking at something in the hundreds of thousands.

It’s a tricky one to get right. Have a read of this guide or call us if you need more help.

What does professional indemnity insurance cover?

Negligence claims and allegations made against you by clients and third parties, because of mistakes you’ve made and things you’ve failed to do.

Specifically (but depending on the policy wording):

  • Defamation
  • Intellectual property infringement
  • Loss of documents or data
  • Negligent misrepresentation or misstatement
  • Employee dishonesty
  • Virus transmission
  • Breach of confidentiality
  • Failure of third-party equipment

But that’s not all. Some professional indemnity policies can fix a mistake before your client is even aware of it, thereby preventing a claim in the first place.

Clever stuff.

What else do I need?

Public liability insurance is for when you go out and about on business, or have visitors to your office. It’s for claims of physical damage to property and people. Useful if you’re clumsy.

Employers’ liability insurance covers your business if an employee sues it for damages. Claims are usually because they’ve suffered injuries and illnesses as a consequence of working for you. It’s a legal requirement for UK businesses with employees.

Office and property insurance covers the things in your office (furniture, plants, fixed IT equipment etc) and portable insurance covers gadgets and technical equipment away from the office (laptops, tablets, projectors etc). If you’re not sure it’s worth insuring, add it all up – it’s probably worth more than you think.

Business interruption insurance means you can still work when your office is out of action. Be it flood, fire or flea infestation, you’re covered for the costs of setting up elsewhere and for any lost revenue in that time.

Directors’ and officers’ insurance covers your company bosses. Anyone from regulators to shareholders to competitors can accuse you of not running a business with due care. Worse, directors are personally liable for their actions. The good thing is this insurance covers your defence costs and any compensation you have to pay. So you can put away your chequebook.

Why should I buy my insurance from you?

Glad you asked.

The simple answer is: we know what we’re doing. Professional insurance is all we do so we know what you need, even if you don’t.

We also know that buying insurance can be, well, a bit of a pain. So we make sure getting yours is quick and hassle-free.

We do all that while treating you like a human being, too. You won’t find a call centre here. Or a phone menu. And we’ve banned nonsense insurance jargon.

Anything else? Well, there’s the great stuff you get, such as 20% off everything at MOO. We have an ‘I’m insured!’ badge for your website too – perfect for the professional professional.

Also, we’ll give you money each time you recommend us.

Plus, every insurance-related question you can think of is answered in our School of Risk, and you’ll get our quarterly risk advice email – ‘The Waggle’ – to help you avoid problems in the first place.

If you’re after a second opinion, have a look at our customers’ feedback. They’re the ones you should really listen to.

What other complaints handlers say about us
Good service, very pleased with the people I dealt with at PolicyBee.
The lady made everything so simple. It was clear easy to understand and very quick. A thoroughly efficient service.
The service I received from PolicyBee was second to none. I will recommend Policy Bee to my family and friends.
The 2 members of staff I spoke to were very knowledgeable, efficient and keen to help. I can not fault the service I have received.
Very quick and efficient, the advisor I spoke to was friendly, professional and extremely helpful. 10 out of 10 and I would recommend PolicyBee.
Read more than 2,100 positive reviews on Feefo

Prefer to chat?

We’re here Mon-Fri, 9-5.30.
Give us a ring on 0345 561 0320.
Or ask us to ring you.
Hannah Tonge
Account Executive