CORE MEMBER CHARTER
Our Commitment to You
At CU Safe, we are committed to providing a high-quality, accessible and inclusive service that reflects our values and meets the needs of our clients, putting our clients first, conforming to equality and diversity legislation, and ensuring our service is barrier-free for those with disabilities or additional needs.
Our Service Approach
We recognise that every client’s insurance needs are unique. Our client-centred approach ensures that your individual circumstances guide the advice and support we provide. Our service standards reflect the friendly, caring, helpful and professional ethos we uphold in every interaction.
We are committed to working in a fair, honest, transparent and professional manner at all times. Any information we provide will be clear, accurate, jargon-free, and presented in an easy-to-understand format. Where needed, we will assist you in completing any required forms.
Respecting Your Privacy
We will always respect your privacy. All personal information you provide will be treated confidentially and used solely for the purposes for which it was supplied, in accordance with relevant data protection legislation.
How We Communicate with You
When you contact us by telephone, we aim to answer your call promptly. Outside normal office hours, a voicemail service will be available, along with a direct number for emergencies.
The staff member who answers your call will provide their name and a reference number for any future contact. We offer a range of communication channels to suit your needs, including telephone, email, written correspondence, and the option to arrange a face-to-face meeting at your Credit Union branch.
Our Advice Process
When discussing your insurance needs, we will ask relevant questions to understand what matters most to you. This enables us to recommend the most suitable product for your circumstances. We will provide clear advice to help you determine the level of cover that is right for you.
We will also highlight any exclusions, warranties, or conditions associated with the product, ensuring you fully understand both what is covered and what is not.
Help Us to Help You!
We want to make things as easy as possible for you. When you get in touch, having any letters, documents, or details about your current insurance cover to hand helps us resolve matters more quickly.
If anything in your circumstances changes and it may affect your insurance, please let us know. We’re here to keep everything running smoothly for you.
And if something doesn’t go quite right, please tell us. We genuinely want to put it right, and your feedback helps us to continually improve the service you receive. If you wish to make a complaint or offer feedback, please contact us by email at core@cusafe.ie, providing as much detail as possible about your concern. Alternatively, call us on 01 443 5100 We will acknowledge your complaint promptly and aim to resolve it as quickly and fairly as possible.