Customers and Clients

Sterling is committed to providing excellent customer service and we take pride in delivering superior service across all areas of our business. 

Treating Customers Fairly (TCF) goes to the core of our organisation and we work in a number of ways to ensure we adhere to this in all that we do, by offering responsible products and ensuring we listen to both clients and customers at every stage in the insurance product cycle. Sterling's statement on TCF is available to view here

Our stated aim is to deliver complete customer and client satisfaction and nowhere is this more important than with our claims handling. 
We only employ exceptional staff and our claims handling process is totally customer focused. Every customer is looked after by a helpful team and we are committed to providing a first-class claims service and make every effort to deal with claims promptly and fairly. 

We know how important it is for our clients to operate in a fully compliant environment and with that in mind, our legal and compliance team provide a variety of services to potential and existing clients, including advice on policies and procedures, assistance with sales processes, scripting and information packs to brokers, intermediaries and other clients. We are also well represented on the relevant trade bodies across the industry and we ensure compliance does not become a one-off exercise but is maintained by our clients through our informed updates. At every level we engage with the Regulator to ensure that the needs of both the industry and clients are addressed.

All firms have to report their complaints to the Financial Services Authority on a half-yearly basis. Firms that report more than a certain number of complaints in a half year must also publish a summary of those complaints; preferably on their websites. Please click on the link to view Sterling's complaints table.

If you would like to view Sterling's complaints process, please click on this link


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