Service Levels
We set ourselves apart from other organisations by demonstrating the highest ideals and standards of service in the industry. We put our client's satisfaction at the forefront of our operation and procedures and motivate our team to offer a consistently high level of service regardless of the time or day of the year.
We are fully aware of the impact our staff have on the level of service we provide and as such they are given full, in-depth training. When we employ staff, previous technical skills are not a prerequisite, but we look for people with the right attitude who demonstrate strong customer service and team values.
When a new scheme commences, Service Level Agreements are implemented incorporating call answer times, correspondence handling and complaints procedures. We also define more rigorous internal procedures to ensure we do not breach any agreements.
We may request third party suppliers including solicitors, car hire or home emergency companies to contact clients. However, we ensure that their work is regularly monitored and audited and that they mirror our own high service standards.
Working In Partnership
When a client contacts us, we want them to feel safe in the knowledge that we act as an extension of your own organisation. A white labelled service is the first important step to offering a seamless process to your policyholders. Your clients can be provided with designated contact telephone numbers to get them through to the appropriate teams. These lines can be personally branded and answered in accordance with your requirements.
White labelling is an important tool for retaining customer confidence. We understand the responsibility that comes with delivering this service correctly and at all times when working behind your name. Clients have chosen your firm for a reason and it is crucial to have brand loyalty and ensure we are not just protecting your reputation but enhancing it.
In addition, if we have access to policy information the whole claims process is a lot easier for the client and ensures we give the client the best service by following the most appropriate course of action based on the level of cover they have purchased.
Data/declarations can be forwarded to us on a weekly/monthly basis by electronic dispatch. We are able to advise you on appropriate formats and provide templates of required information. Alternatively, we can arrange for remote access to your own systems by our handlers enabling them to have real-time policy data at all times.
All our staff are trained and work in accordance with the principles and practices of the Data Protection Act to ensure your clients' security, confidentiality and peace of mind.
Our Systems
We manage our own internal IT systems so we can mould our procedures around your needs. We are also able to adjust our procedures at any point as your requirements or regulations change.
We have the ability to deliver new schemes at short notice, giving you the assurance that if you need to offer assistance sooner than anticipated we can arrange that systems are in place to ensure your service to your clients is totally unaffected.
In modern markets flexibility is essential. Being in charge of our own systems enables us to respond quickly to changes in the market with the minimum of fuss.
Our training systems are similarly geared to ensure changes are straightforward. With modular training techniques we can easily assimilate any changes that are implemented.
Management Information (MI)
As we are all aware, in business we cannot succeed without up-to-date knowledge of the day to day workings of our operations. The key to this is the management information we gain from our systems, how we present it and who we present it to.
At the start of any new scheme we ensure that we are aware of your MI requirements and take these into consideration.
We always strive to ensure that our MI is accurate and effective. Together we can monitor and adjust the information produced, ensuring the information is as effective as possible and to further promote synergy between our organisations.
As we manage our own systems internally we can configure reports and data management information, tailored to your needs as required.
Services We Provide
With the above systems and standards in place we are able to offer the following award winning services to both new & existing clients
