Social Media Policy

Abbey Insurance Brokers’ social media channels are managed by Abbey’s internal and extended Marketing/PR teams.

Content will include the following types of information:

-Insurance product announcements and information
-Press releases
-News
-New content published on the website
-Marketing campaigns
-General insurance market information
-General information

Facebook

-We will use our Facebook page to distribute content and information as detailed above with our Facebook fans.
-We will use hashtags/ tag other Facebook pages where appropriate.
-We may like or respond to customer posts / comments, however this does not imply endorsement.
-We welcome engagement from our Facebook fans. We will respond to genuine general enquiries only via Facebook when possible.
-We are unable to provide personal or policy information via Facebook. To ensure the security and data protection of our customers, we will request that Facebook users contact us via telephone / in branch to ensure that security procedures are followed.

Please note, we do NOT accept cover instructions via Facebook.

-We will monitor all correspondence and posts on our Facebook page and reserve the right to report and/or block any individual who does not comply with the terms of use as listed below whether directed at Abbey or at any other fan of the page (whilst using our page / Facebook wall / comments on Abbey posts).
-We are unable to message any of our Facebook fans unless we are ‘direct messaged’ first, therefore we may from time to time ask individuals, with queries, to ‘direct message’ us.
We will update and monitor our Facebook account during office opening hours, Monday to Friday 9-5pm.

Twitter

-If you follow us on Twitter, we do not automatically follow back. We will use hashtags and mention other Twitter accounts, where appropriate to reach a wider audience.
-Being followed, using hashtags or mentioning other accounts does not imply endorsement of any kind.
-We will retweet where we think it is interesting but, again, this is not an endorsement.
-We will update and monitor our Twitter account during office opening hours, Monday to Friday 9-5pm.
-Twitter may occasionally be unavailable and we accept no responsibility for our lack of service due to any downtime.
-We welcome engagement from all our followers and will try to join the conversation where possible, and where we feel it is appropriate to do so. Where we can, we will point followers to additional information already in the public domain.
-We are not always able to reply individually to all messages we receive via Twitter. We are unable to provide personal or policy information via Twitter. To ensure the security and data protection of our customers, we will request that Twitter users contact us via telephone / in branch to ensure that security procedures are followed.

Please note we do NOT accept cover instructions via Twitter.

-Emerging themes or helpful suggestions are routinely passed on to the marketing, branch or web teams internally as recommendations, where appropriate.
-Facebook and Twitter accounts will not be used to deal with media queries, although we reserve the right to comment on inaccurate coverage or insightful comment.

House rules

We expect social media users to offer us the same level of courtesy that we offer them, so we have a short set of ‘house rules’ for our social media channels.

All users must comply with the social media platform’s Terms of Use as well as Abbey Insurance Brokers Terms of Use:

-You are wholly responsible for any content you post including content that you choose to share
-We will remove, in whole or in part, or ignore posts that we feel are inappropriate
-We will report and remove any social media profiles that are set up using Abbey Insurance Brokers’ brand imagery without permission

We will remove, block, ban and/ or report users to the associated social media platform who direct messages at us (or in the case of Facebook any other Facebook Fan) which we believe:

-Bully, harass or intimidate any individual or organisation
-Are unlawful, libellous, defamatory, abusive, threatening, harmful, obscene, profane, sexually oriented or racially offensive
-Are deceptive or misleading
-Infringe or violate someone else’s rights
-Violate the law
-Violate any intellectual property rights
-Discuss ongoing legal proceedings
-Are spam (persistent negative and/or abusive tweeting in which the aim is to provoke a response)
-Advertise products or services
-Are irrelevant or off-topic
-Are disruptive
-Are repetitive

We will also remove, block, report or ban any user who:

-Encourages others to post such messages
-Uses offensive images as their profile picture
-Has an offensive user name

We reserve the right to modify or change these conditions at any time.

Abbey Insurance Brokers Ltd is authorised and regulated by the Financial Conduct Authority.