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The Importance of Trust

March 1, 2021
Liz Naulls

It might feel like trust is in relatively short supply these days. What with fake news, scam emails and an increasingly large proportion of human interaction now taking place online (where anyone could be anyone) it can be hard to know who to trust. The insurance industry in particular has a problem with trust, with surveys repeatedly reporting low levels of consumer trust. At Lime, we do things differently. Trust is the bedrock upon which Lime is built. We take enormous pride in keeping things simple and transparent for our customers, our partners and our team members. That’s why we are very proud of our Trustpilot rating, with an unbroken 12 month run of 5* reviews! So, naturally, we were thrilled to hear that Trustpilot are taking even greater steps to safeguard the integrity of their reviews through a new annual transparency report.  

At Lime, we put our customers first every time and we pride ourselves on our honesty and transparency. We like to keep things as simple and easy as possible. We wrote a blog post about why we don’t need a call centre that you can read here, but the gist of it is that our products are so straightforward and our online dashboard is so intuitive that our customers rarely need to speak to us. Of course, we love to talk to our customers and we will always be here if needed, it just means no one needs to spend hours on the phone.  

When we develop new products or services we always start with our customers. We challenge ourselves to work out what people really need. Then we ensure we keep our costs low so our products are as affordable as possible. We keep it simple so that customers can see at a glance what they are buying and, of course, we always deliver what we say we will. Plus, we build flexibility in right from the start. Customers can buy in minutes and cancel at any time, with no penalty. And everything is paid for up front in a simple monthly premium, we don’t charge an excess so there is never any more to pay, not even any receipts to submit.  

Our Trustpilot rating is crucial. Here at Lime, our business is 100% online, which makes it really easy to access but also means you can’t walk into a Lime shop, meet us face-to-face and join us for a cuppa. We are relatively new, so we’re not a household name. How can new customers know that they can trust that we are what we say we are and that we will do exactly what we say we will? Reviews and recommendations play a big part in this for us, but they are only valuable if they are independent, unedited, honest and transparent.

The new measures outlined by Trustpilot in their report are really important. Trustpilot are committing to greater openness and transparency in terms of how they work, to responding quickly to feedback about dodgy reviews and removing businesses that are violating guidelines. This means you can now set even greater store on the more than 120 million reviews currently live on Trustpilot.  

We would love it if all our customers would take the time to give us a review, but we understand that not everyone has the time. So far, we have only had positive reviews and as of time of writing we’ve had no complaints but, of course, if there were any issues, we would want to know about it straight away so that we could make it right.

If you’d like to read our Trustpilot reviews (or write one if you’re a customer), please click here.  

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Lime International Limited is authorised and regulated by the Financial Conduct Authority. Registration number 759122. The Financial Service Register can be accessed through  www.fca.org.uk.

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