Lawphone Service Levels

To ensure the highest level of customer service, our Lawphone system produces monthly statistics ranging from call numbers to the type of advice given.

All calls are recorded and the caller is given a unique reference number, so other advisers can access the call should the caller come back to a different adviser.

• Cover is 24 hours a day 7 days a week.
  
  
• Average wait for call to be answered of less than 10 seconds.
  
  
• Call abandonment rate of less than 3%.
  
  
• All calls to be returned within 60 minutes - the average return time is approximately 16 minutes.
  
  
• All correspondence received by Allianz Legal Protection, whether from policyholders or another source, will be responded to within 3 working days.