As COVID-19 continues to spread throughout the UK, we’re doing all we can to protect the health and wellbeing of our staff. We also want to ensure we’re well prepared to continue to provide a good service to customers and our network of intermediaries.
Social distancing
We’re quickly becoming more aware of how the virus spreads and implementing changes to our ways of working to limit contact between our employees and intermediaries, as well as other stakeholders.
As well as introducing home working rotas for our head office-based employees who are able to fulfil their roles remotely, our regional account managers will now be pausing face-to-face meetings and providing you with the same level of support by telephone, Skype or other web-based solutions. We believe this is the right thing to do to limit the spread of COVID-19 within the community.
Preparing for further disruption
As restrictions on movement and businesses become increasingly likely, we may face challenges to maintaining our service at its current level.
While we’re actively working to mitigate any potential disruption for you and your customers, we’re asking you to take action now to make sure you can access the information you need if, for example, we’re unable to operate from our head office for a period of time.
- Check you can login to mygoldencharter.co.uk
Generate funeral plan quotes and access plan information at any time, with no need to call or email us. If you can’t remember your password, simply reset it by clicking ‘Forgotten my login details’ and following the instructions. If you need further support to access mygoldencharter.co.uk, call 0800 145 6520 or email sales.support@goldencharter.co.uk
Helping you meet customer needs
We’ve already seen early signs that more customers are looking to take out a funeral plan and it’s important we support you to meet those needs.
Given the potential for delay to paper application forms if we see disruption to the postal service or we’re unable to access to our head office for any period in the coming weeks, we recommend you use paperless applications if you’re set up to do so.
Submitting applications electronically through mygoldencharter.co.uk means the information is received by our system immediately. This provides a faster and more efficient service for you and your customers without any reliance on post. If you aren’t yet set up to submit paperless applications, speak to your regional account manager for more information, call our Sales Support team on 0800 145 6520 or email sales.support@goldencharter.co.uk
Staying in touch
Although our regional account managers are unable to meet with you in person during this time, they’ll be using technology to communicate effectively with you through video conferencing and screen sharing, as well as by telephone. Your regional account manager will help to set you up with a suitable online tool.
As a situation that’s evolving rapidly, we’re committed to keeping you informed of further developments and any changes that may impact customers and your business.
