CORE SERVICE CHARTER

CUsafe is committed to providing a high-quality, accessible service of which we are proud, putting the needs of your members and clients first, conforming to equality and diversity legislation, and supporting those with disabilities or additional needs in accessing our services.

Our Service Commitment

Our client-centred approach recognises that all insurance needs are different. We consistently put members first. Our service standards reflect a friendly, caring, helpful, and professional approach, and our ethos is always to prioritise the needs of members.

We will work in a fair, honest, transparent, and professional manner at all times. The information we provide will be clear, fair, jargon-free, and presented in an easy-to-read format. Where requested, we will assist in the completion of required forms.

We respect privacy and treat all personal information in a confidential manner. Information provided will only be used for the purposes for which it is supplied and in accordance with relevant legislation.

Communication

When contacted by telephone, we will aim to answer calls promptly. We provide a voicemail service and a direct number for emergencies outside normal office hours.

Members can contact us on 01 443 5100 or by email at core@cusafe.ie.

We will provide members and clients with a contact name and reference number for future communication. To facilitate members’ needs, contact can be made through a range of channels and, where required, we can arrange a face-to-face meeting in their local CORE Credit Union branch, particularly for more complex products.

Our Advice Process

When discussing insurance with a member, we will ask questions to understand their needs and requirements. This enables us to recommend the most suitable product.

We will provide advice and support to help determine the appropriate level of cover and will clearly highlight any exclusions, warranties, and conditions attached to the product, ensuring members understand both what is covered and what may not be covered.

Help Us to Help You

We encourage members to help us provide the best possible service by:

• Having details of their current policy available to allow for a like-for-like quotation
• Promptly informing us of any changes that may affect their insurance
• Letting us know if something goes wrong so we can put it right

Our ethos remains “people helping people” to achieve the best outcomes for members.

We will also provide regular feedback to Senior Management at CORE Credit Union on the outcome of our engagements with members, supporting future strategy and service improvements.