Performance agreements

As a not-for-profit organisation, Protocol is simply required to cover its costs for running the scheme and future administration charges are directly linked to our audited Report & Accounts. Our CHT customers have typically experienced a reduction in administration percentage charged year on year, reflecting our continual drive to create cost efficiencies through technology whilst also ensuring our experienced workforce provide exemplary levels of customer service.

In addition to this, we endeavour to manage the cost of the scheme following protocols laid out by the customer to the very best of our ability.

Standards of Service	2005 (1)	2004	2003	Average
Average time taken from application through to issue of policy documentation (working days)	6.28	6.38	5.91	6.19
Percentage of claims paid that were settled in full (2)	98.09%	98.66%	98.50%	98.42%
Percentage of claims paid within 6 working days	99.31%	99.90%	99.55%	99.59%
Average length of time for customer call to be answered by decision maker (seconds)	13.25	12.00	10.50	11.92
Average length of time to respond to customer correspondence by decision maker (working days)	2.37	2.49	2.69	2.52
Complaints referred to the Financial Ombudsman Service (FOS) per 100,000 lives covered	2.31	3.10	2.51	2.64
Complaints upheld by the FOS	0	0	0	0

The figures quoted reflect both WPA and Protocol and have been obtained from WPA’s Quality Management System records and audited prior to publication. WPA’s Quality Management System is certified to BS EN ISO 9001:2000
1 Eleven months data, January 2005 - November 2005.
2 The 1.91% not paid equates to those claims, within the terms of the policy, that were deemed to be above a customary and reasonable amount. In these instances, providers are advised that their costs are above acceptable levels and policyholders are warned (where possible) during the claim process that their claim will not be met in full.

WPA Protocol Plc is a wholly owned subsidiary of and Appointed Representative of WPA. WPA is a registered service mark of Western Provident Association Limited.
WPA is authorised and regulated by the Financial Services Authority (FSA). The FSA website may be checked at www.fsa.gov.uk/register for WPA number 202608.