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Customer Interaction Standards Revised: 08/21/2016

Affinity Group Underwriters (AGU) is committed to a performance management policy of constantly striving to ensure that our relationships with customers and business partners are guided by five key principles:

  • Fairness – we will always treat customers and business partners fairly
  • Honesty – we will always be truthful and not mislead anyone about our products or services
  • Transparency – we will always fully disclose all pertinent facts and information
  • Respect – we will always demonstrate the utmost respect and courtesy in our dealings with others
  • Care – we will always be mindful of and act in the best interests, not only of ourselves, but of our customers and business partners as well.

We recognize that customers are people first and we resolve to interact with them on a person-to-person basis even when using electronic and telephonic communication.

It is our policy to fully comply with all applicable and relevant laws and regulations regarding customer service, disclosure, advertising standards, unfair, deceptive or misleading sales practices and the equitable treatment of customers. In addition, we will abide by rules and standards promulgated by our business partners as they may apply to us.

It is imperative at all times that we do everything possible to protect the privacy of our customers’ personal information whether stored electronically or on paper.

Management is committed to monitoring customer service and conducting ongoing training for current and new staff with regard to these principles and best customer services practices.

We are proud of our record. Since the founding of the company in 1997, AGU has never been fined, sued, censured or otherwise been the subject of any legal or regulatory action in respect of our dealings with customers. We resolve to do all that we can to continue that record.

Our goal is to be known as a company that delivers the highest standards of customer care. As an example, our motto is “we answer the phone.” During business hours, our customers can expect to talk to a person without having to first endure a series of impersonal telephone prompts.