Protection provider progress from Royal Liver has launched a new section of its website designed to help existing customers and their advisers with answers to the most common non-underwriting protection queries.

The site offers information on what to do and who to contact in the event of a claim as well as details about progress’s products and FAQs.

It follows the launch in October last year of the firm’s Virtual Underwriter, which concerned application and underwriting queries.

Helen Southgate, IFA marketing consultant at Royal Liver, says: “The aim of the new customer website is to provide customers and their advisers with practical information, using a modern alternative to picking up the phone.

“It also shows that we remain committed to treating customers fairly in an online world where the internet may be a more preferable choice for some of our customers.”

Policyholders can email the progress team if their particular query is different to the contents of the site, so that new questions and answers can be added to the site in order to improve its effectiveness. In addition, the firm’s telephone helpdesk is still available.

 Rob Simpson, Managing Director of Simpson Financial Services, says ” I like the idea.  it seems better than the usual method of contacting an insurance company by phone and then spending 30 minutes trying t find the person dealing with your claim.”