What is the “client experience” and what does it mean to you…the client?. Have you ever felt like you are simply a client number and not an actual person to a service provider?
Recent research has shown that you, as a broker-client, need to know that you are important to the business providing services to you. When it comes down to it, prices are important, as well as the correct cover. But the one thing that trumps all else is the confidence in knowing that when you speak to us, you know that they are listening to your requirements, will take all your specifics into consideration and will find the best cover to suit your needs. It is this service aspect that you should come to expect from your provider.
Direct insurers are making ‘attractive’ pricing offers and seem hell-bent on commoditising insurance so that pricing becomes a key factor in decision-making process; however, it does not replace the service that comes from someone who knows your business. There is also the peace-of-mind that comes with knowing that you are being individually advised and solutions are being tailored just for you.
We as brokers need to receive and act on any feedback that you as our client, provides to us to ensure that we keep your interests in front of mind and to assist with future planning. From a claim perspective – this is where the personal service comes to the fore and you as a client must be kept in the loop on all correspondence and be as up-to-date as we are. Claims Service is the lynchpin of our offering and it is here that the proverbial “rubber hits the road”.
There is an abundance of information out there on industry and risk knowledge relevant to your business, industry or circumstances and this can be shared with you in conversation or perhaps a blog if the need arises. We also use this information to make appropriate decisions on your important insurance solutions.
Most of all and to put it simply – you are important to us and we would like to say thank-you for trusting us with your business!