At Starr, we have implemented systems and controls to ensure we deliver good outcomes for customers at every stage of the customer journey, from product development to claims.

Embedding a culture of ‘doing the right thing’

• Starr’s culture is underpinned by the following values; Integrity, Dedication, Innovation, Success, Efficiency and Ambition.
• Starr colleagues adhere to a Behavioural Standards Framework which provides support and guidance on what good and excellent behaviour looks like along with examples of what is not deemed acceptable behaviour.
• Starr is committed to ensuring that its products and services do not cause foreseeable harm to its customers.

Starr has defined the good customer outcomes it aims to deliver to Retail Customers. These outcomes are mapped to the four customer outcomes which form part of the FCA’s Consumer Duty:

• Products (co)manufactured by Starr are designed and continue to meet the needs, characteristics and objectives of the identified target.
• Products (co)manufactured by Starr continue to meet the needs of customers throughout the lifetime of the policy.
• Products (co)manufactured by Starr are distributed to the identified target market. Products
• Products (co)manufactured by Starr do not cause foreseeable harm to customers in the target market.
  
  

Starr’s Price and Value Outcomes

• Products (co)manufactured by Starr deliver fair value for the intended target market.
• Products (co)manufactured by Starr do not include unreasonable charges or high fees imposed on customers.
• Pricing structures do not lead to foreseeable harm.
  
  

Starr’s Customer Understanding Outcomes

• Products (co)manufactured by Starr have clear and unambiguous product wording to enable distributors and the intended target market to understand the product.
• Policy conditions and exclusions are clearly signposted in all relevant product documentation.
• All product documentation issued to retail customers is clear, fair and not misleading.
  
  

Starr’s Customer Support Outcomes

• Starr and its third parties provide customer support which meets the needs of its customers, including those with vulnerability.
• Starr and its third parties provide timely support for customers.
• Starr claims are settled fairly and in a timely manner.
• Starr and its third parties ensure there are no barriers to making a claim or complaint.
• Starr and its third parties investigate complaints fairly and in a timely manner.

To view details of Starr’s Product Oversight and Governance Arrangements including its product fair value assessments, please click here.