Conduct and Customers

Key resources to help you understand our business and how we work to deliver good customer outcomes.

Conduct and Customers

At Arch, we’re committed to acting in line with our Customer Outcomes. This ensures that all our stakeholders, including third-party partners who distribute and help service our products, and our policyholders, experience fair, transparent, and respectful interactions. Whether you are a distributor, broker, or policyholder, you’ll find targeted resources to help you understand our practices to help deliver good customer outcomes. Select the appropriate section below to access the most relevant information for your needs.

For Distributors and Partners

Guidance for Third Parties, Distributors and Brokers

In this section, you will find useful information relating to:

Product Governance: Overview of our approach to Product Governance.
Fair Value Assessments: Access our assessments to understand the value and fairness of our products.
Consumer Duty Information: Our approach to delivering the requirements of the Consumer Duty.

We provide these resources to maintain high standards and support your success in working with us.

Product Governance

Fair Value Assessments

Consumer Duty

For Policyholders

Information for Policyholders

Although we do not sell policies directly, we are committed to supporting customers who benefit from our products they have purchased through one of our partners. This section includes:

How to Complain: Find information on how to raise concerns or make a complaint, ensuring your voice is heard and your concern is addressed promptly.
Support for Vulnerable Customers: Learn how we prioritize support for vulnerable customers, ensuring they receive the attention and care they deserve.
Contact Us: Have more questions? Reach out directly using the form that follows. We’re here to assist and guide you.

This page is designed to provide transparency and support, helping you understand and manage your policy effectively.

Complaints

Customer Outcomes

Vulnerable Customers

Contact Us

We are committed to providing exceptional service and support to all our customers. Whether you have a question, need assistance or want to provide feedback, our team is here to help. Please use the form below to get in touch with us. Be sure to fill in all required fields so we can service you better. Please provide your details and select your preferred method of contact. We strive to respond to all inquiries as quickly as possible.

Name *

First

Last

Email *

Comment or Message

Phone

Policy type *

Policy number

Claim number

Preferred method of contact *

Are you contacting us on behalf of a vulnerable customer or as a vulnerable customer yourself? *

Reason for contacting us today *

How can we help? *

Additional Information

If you are contacting us regarding a sensitive matter or as a vulnerable customer, please let us know how we can best accommodate your needs and we will tailor our communication to suit your preferences.

Preferred contact times

Additional notes

Your privacy is important to us. The information you provide will be handled according to our Privacy and Data Protection policy, ensuring confidentiality and respect for your personal data.