Treating Customers Fairly

Our business exists to make insurance easier. We help to change lives by protecting more people with insurance and Lime is driving a much-needed refresh of the industry by keeping customers’ needs firmly at the front of our minds. Everyone who works for Lime cares deeply about this ethos and it underpins our commitment to treat customers fairly. We live and breathe our values of humility, leadership, accountability, excellence and trustworthiness.

At Lime, we say what we mean and we do as we say. You can count on us in good times and bad. If anything goes wrong, we’ll do what we can to fix it and make sure it doesn’t happen again. We make sure our team is trained to understand our obligations, particularly around anti-money laundering, data protection and information security. We test everything before it goes live, and monitor it constantly afterwards. We include as much information as possible to be clear about who we are and what we’re offering. We’re all online, but at claim time, we like to go offline and give our customers extra care. We’re constantly thinking about how to make insurance better for everyone.

Lime believes in getting it right for the customer. We’ve got highly-qualified experts in customer experience who, along with our developers, designed and built our super customer-friendly online platform. Its intelligence lies in the ease with which you can work out how much cover you need, hand-pick your bundle, pay for it in one monthly premium, and log in to change it whenever you want, without any penalty. Lime puts you in complete control of your insurance needs, giving you easy access to all the information you need to make the right choice at the right time.

We’ve carefully chosen insurance products from trusted insurers. But we wanted to make insurance easier and more affordable, so instead of having people pay more for extras they don’t need, we’ve unbundled the old-style insurance packages so people can hand-pick their own cover. With Lime, you only pay for what you need, no matter how often you change it, or how many policies or insurers you have in your bundle.