COBS 7.10.4

Where an Insurance Intermediary handles insurance claims it must:

(a) on request, give the Client reasonable guidance, inform the Client of applicable procedures and provide the Client with the relevant forms in pursuing a claim under the relevant policy;
(b) handle claims fairly and promptly and keep the Client informed of progress;
(c) inform the Client in writing, with an explanation, if it is unable to deal with any part of a claim; and
(d) forward settlement of any claim, as soon as reasonably practicable, once it has been agreed.