Thumbs Up for Claims!

• Author: Mat Tillett
• Published: 27/01/2006

Alan Boswell Group's claims service has received a resounding thumbs-up from a sample of its clients surveyed recently.

Asked if they were happy overall with the claims service supplied by their broker, 92% said "Yes" and would recommend their broker to others. 96% were satisfied with "how clearly matters were explained to you by your broker's staff".

"What was really impressive about this was that three quarters of these positive responses were in the higher "Very satisfied" category', said Rod Gibson, Compliance & Training Manager who has overseen the survey exercise. 'That is quite an achievement because we know how demanding people can be these days when they put in an insurance claim." he added.

The survey was conducted over the telephone during December 2005 by an independent firm and involved a random sample of Personal Lines' claimants. It is a regular feature of the Group's customer feedback programme. Rod commented, 'It is vital to us to get this feedback from our clients following the most critical point in the process - when you have to make a claim.

We choose to use an independent surveyor so that we can get the true picture "warts and all". I had hoped the responses would be positive but I was genuinely surprised at just how enthusiastic our clients have been. Some of the comments recorded during the survey seem to confirm our clients think we are doing a good job."

"First time I have claimed, thought it was going to be a hassle but was nicely surprised it was not."

"Handler was excellent; claim was sorted very quickly."

"Boswell's were amazing; totally straightforward; definitely would recommend them."

"Very helpful; very well informed; have already recommended them to more than 7 people."

"The insurer hesitated about paying out but Boswells were fantastic, very tolerant."