Business partner support
Below you will find a selection of frequently asked question and answers dealt with by the Business Partner Support Desk.
If you have a question that is not covered below or you would like us to investigate a particular issue, please contact us from Monday - Friday 9.00am to 5.30pm, via our portal and click on ‘LOG A QUESTION’ or call 01904 544 220. Excluding bank holidays, messages left after 5.30pm will be picked up at 9.00am the following morning.
Click on the question to reveal the answer.
Card Protection
What are the policy premiums for Card Protection?
The policy premium depends on which version and tier of Card Protection you are currently on, please contact us directly for more relevant information.
What are the main feature & benefits for the Card Protection products?
Features and benefits will depend on the version and tier of Card Protection you are currently on, please contact us directly for more relevant information.
What are the Card Protection phone line numbers and opening hours?
We have different phone lines set up for each business partner, please contact us directly for more relevant information.
| Opening Hours | Telemarketing | Monday - Thursday 9.00am to 9.00pm Friday 9.00am to 7.00pm Saturday 9.00am to 2.00pm Sunday Closed |
| Customer Services | 24 hours, 7 days a week |
What are the Card Protection phone line opening hours over the Christmas/Easter/Bank holiday period?
Customer Services - Open throughout Christmas, Easter and Bank holidays 24 hours, 7 days a week.
When is the customer sent a welcome pack/renewal letter?
A welcome pack is sent to the customer within 3 to 5 days after their policy has been set up. The renewal letter is sent to the customer between 4 to 6 weeks prior to the policy renewal date. Renewal packs are only sent for annual paying customers. 90% of policies are on a monthly rolling contract.
When does cover start and when does the cooling off period begin?
Cover starts immediately after the policy has been set up. The official start date for the policy is the 7th day after the policy has been set up, which allows sufficient time for the customer to receive their welcome pack. The 14 day cooling off period begins when the customer receives the welcome pack.
The letter heading, branding and content differs, depending on the business partner, please contact us directly for more relevant information.
Identity Protection
What are the policy premiums for Identity Protection Alert?
Identity Protection Alert - £69.99
Commercial Identity Protection - £89.99
Company Identity Protection - £150.00
Company Plus Identity Protection - £250.00
What are the main feature & benefits for the IPA product?
- Up to £60,000 insurance to cover the cost of restoring their identity
- Credit Monitoring - alerts customers if there are any significant changes to their credit report
- Free Credit Reports - unlimited online access all year round
- Dedicated expert help and advice to guide customers through the process of identity theft resolution
- Track and monitor their online identity
What are the IPA phone line numbers and opening hours?
We have different phone lines set up for each business partner, please contact us directly for more relevant information.
| Advice Line | Case Worker Line |
| 0845 121 5080 | 0870 121 9189 |
| Opening Hours | Telemarketing | Monday - Thursday 9.00am to 9.00pm Friday 9.00am to 7.00pm Saturday 9.00am to 2.00pm Sunday Closed |
| Customer Services | 24 hours, 7 days a week |
What are the IPA phone line opening hours over the Christmas/Easter/Bank holiday period?
Opening hours will be confirmed nearer the time.
When is the customer sent a welcome pack/renewal letter?
A welcome pack is sent to the customer within 3 to 5 days after their policy has been set up. The renewal letter is sent to the customer between 4 to 6 weeks prior to the policy renewal date. Renewal packs are only sent for annual paying customers. 90% of policies are on a monthly rolling contract.
When does cover start and when does the cooling of period begin?
Cover starts immediately after the policy has been set up. The official start date for the policy is the 7th day after the policy has been set, which allows sufficient time for the customer to receive their welcome pack. The 14 day cooling off period begins when the customer receives the welcome pack.
The letter heading, branding and content differs, depending on the business partner, please contact us directly for more relevant information.
Phone Insurance
What are the policy premiums for Phone Insurance?
The policy premiums are variable to fit the wide range of phones in market, please contact us directly for more relevant information.
What are the main features & benefits for the Phone Insurance product?
- Worldwide cover against loss, theft, damage, breakdown outside of warranty and un-authorised calls
- Hassle free claims. All claims investigated over the telephone, with over 80% of decisions made without the need for paper forms Replacement phone in 48 hours - we despatch 97% of like-for-like replacement phones the next day.
What are the Phone Insurance phone line numbers and opening hours?
We have different phone lines set up for each business partner, please contact us directly for more relevant information.
| Opening Hours | Customer Service | Monday - Saturday 9.00am to 5.00pm |
| Claims & Fraud | Monday - Saturday 9.00am to 5.00pm |
What are the Phone Insurance phone line opening hours over the Christmas/Easter/Bank holiday period?
Opening hours will be confirmed nearer the time.
When is the customer sent a welcome pack/renewal letter?
A welcome pack is sent to the customer the day after their policy has been set up. The renewal letter is sent to the customer between 4 and 6 weeks prior to the policy renewal date. Renewal packs are only sent for annual paying customers. 90% of policies are on a monthly rolling contract.
When does cover start and when does the cooling off period begin?
Cover starts immediately after the policy has been set up. The 14 day cooling off period begins when the customer receives the welcome pack.
The letter heading, branding and content differs, depending on the business partner, please contact us directly for more relevant information.
Management Information
When is monthly reporting available e.g. SLA's, Complaints, Commission?
Service Level reports will be available from the 10th working day of the month.
Complaints reports will be available from the 10th working day of the month.
Sales & Retention reports will be available by the 12th working day of the month.
Business Partner Packs will be available from the 14th working day of the month.
Contact BP Support if you have a query regarding access to any other existing MI reports, or for any new MI requests
Please contact BP Support for the latest version of these.
