Treating customers fairly

At Lime, our customers are at the heart of everything we do. We built our business with you in mind because we believe in making insurance easy. From helping you hand-pick your own insurance bundle to a secure online platform giving you instant, hassle-free cover. To our online guide which helps you work out how much cover you need and being able to log in and make changes any time your life changes. And to making difficult times easier, so, if and when it comes time to claim, you can count on us to be there for you and your family.

We’re proud of how we do business and take our regulatory requirements very seriously. One of the core requirements of our regulator, the Financial Conduct Authority (FCA), is treating customers fairly. There are six outcomes the FCA will look for to check we’re doing this properly:

  1. Our customers can be confident they’re dealing with a business where their fair treatment is central to the corporate culture.

  2. Our customers will be provided with products and services designed to meet their needs, or those of an identified customer group, and are targeted accordingly.

  3. Our customers are provided with clear information and are kept appropriately informed before, during and after purchase.

  4. Should Lime provide any advice, it would be suitable and take account of the customers’ circumstances.

  5. Our customers are provided with products that perform as they would expect, and our service standards are of the quality they are led to expect.

  6. Our customers don’t face unreasonable post-sale barriers should they wish to change a product, switch provider, submit a claim or make a complaint.

We strive to exceed their expectations, and yours.

How Lime treats 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.

Customer-led design

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.

Customer-friendly products

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.

A favour

We depend on your feedback. We’re always on the lookout for ways to do things better and you are our highest judge. So please get in touch with us at enquiries@limeinsurance.com and let us know how you’re finding things as a Lime customer. We really want to get it right.

Lime. Insurance with a twist.