Business Details
Trusted Income Protection Services
With over 135 years of dedicated experience in income protection and support, we prioritise financial security for our Members during challenging times. As a mutual organisation owned entirely by our Members, we reinvest profits directly into enhancing our products and services without shareholder obligations. Our commitment to exceptional customer service is evidenced by our ServiceMark with Distinction accreditation and consistently high customer satisfaction scores exceeding industry benchmarks. We operate under strict regulatory oversight from the Prudential Regulation Authority and Financial Conduct Authority, maintaining transparent communication in plain English for all stakeholders.Our approach focuses on individualised treatment, continuous improvement, and learning from occasional operational challenges to strengthen customer relationships. Recognised by the Institute of Customer Service, we maintain industry-leading standards while remaining dedicated to our Members' needs at every stage of our operations.
Services
Income Protection
Mutual Organisation Benefits
Customer Service Excellence
Regulatory Compliance
Financial Security Solutions
Highlights and features
- 135 years of specialist income protection experience
- Mutual organisation structure with Member ownership
- ServiceMark with Distinction accreditation
- Customer satisfaction scores above insurance sector average
- Regulated by both PRA and FCA
Associations and certifications
- Institute of Customer Service
- Prudential Regulation Authority
- Financial Conduct Authority
Services
Income Protection
We provide regular income payments to Members unable to work due to illness or injury. Our specialist policies protect against income loss through comprehensive assessment and support. With over 135 years of experience, we ensure financial stability during challenging periods while maintaining regulatory compliance and customer-focused service delivery.
Mutual Organisation
As a Member-owned mutual, we reinvest profits directly into service improvements. Our structure eliminates shareholder obligations, allowing complete focus on Members' needs. This democratic approach ensures decisions prioritise Member benefits while maintaining financial stability and regulatory compliance through the Friendly Societies Act 1992.
Customer Service
We maintain industry-leading service standards through Institute of Customer Service accreditation. Our approach combines plain English communication with individualised treatment. Regular benchmarking against sector standards ensures continuous improvement while our ServiceMark with Distinction recognition confirms our commitment to resolving customer concerns effectively and transparently.
Questions
What income protection options do you offer?
We provide regular income payments for Members unable to work due to illness or injury, with policies designed to replace lost earnings.
How are you different from traditional insurers?
As a mutual organisation owned by Members, we reinvest profits into service improvements without shareholder obligations affecting policy benefits.
Are you regulated by financial authorities?
Yes, we're authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority under registration number 109987.
How do you handle customer complaints?
We follow a formal complaints procedure available in our governance documentation, treating each case individually to ensure fair resolution.
What customer service accreditations do you hold?
We maintain ServiceMark with Distinction accreditation from the Institute of Customer Service and consistently exceed sector satisfaction benchmarks.
Reviews (4)
Joanna Czerska
Jan 09, 2022
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I am very happy with the services I have received from the Cirencester Friendly. Their claim assessors have always been kind, patient and helpful to me. They have assessed my claim quickly and paid my benefit on time. I highly recommend this company's services.
Steven Maxted
Jan 21, 2021
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To everyone reading this do not use this company please! I was very sick and immobile for over two months they paid me half the agreed amount. At the time I was unable to fight this as I needed personal care and was bed ridden etc. The added stress this put upon my recovery was Inconceivable. I hope the very rich owners can come down to earth a bit and realise we are your customer's. Best wishes for your future improvement Steve
David Kaley
Jun 17, 2020
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Every things great when they are taking money from you, very quick of the mark to let you know you have cancelled your dd in a matter of days. when it comes to paying you the cancellation settlement its a whole different story. 5 weeks and still waiting.
Blazej Wegrzyn
May 31, 2020
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Cirencester is a great income protection provider. It helps to provide a quality product for a good price. Recommend.
