Home & Legacy claims team twice nominated – Insurance Post Claims Awards 2020
Posted on: 04 May 2020
We received the results of our independent monthly claims service survey for March 2020 and were reassured to learn that claiming customers awarded our service a world-class Net Promoter Score of 87.1. We are very proud of this score particularly as our claims team had to start working from home mid-March at very short notice due to the coronavirus pandemic.
This positive feedback comes off the back of being shortlisted in two categories at this year’s Insurance Post Claims Awards – Customer Care and Personal Lines Team of the Year.
Home & Legacy Head of Claims, Andrew Reid said:
“Customers who experienced our claims service during 2019 described it as “outstanding in every feasible way”, “perfect”, “faultless” and “top class” in the monthly surveys we have carried out by independent market research agency, Motif. So it was great to see our customers’ positivity reflected in the awards shortlist. And now to discover just how well we've maintained this exceptional service for customers, even during the pandemic crisis; I have never felt more proud of everyone in the team. They are of course working safely at home, but I wish I could congratulate them in person.”
Our entry papers for the Insurance Post Claims Awards detailed how, over the last 12-18 months the high net worth insurance market experienced considerable change; with hardening conditions, rate increases and competitors withdrawing capacity. It was argued that in turbulent market conditions, consistency of claims service becomes even more difficult to achieve, as well as even more important – as brokers and policyholders need additional reassurance.
Even though the current conditions are completely different, as well as unprecendented, all of this still rings particularly true right now.
Home & Legacy claims team was shortlisted for improving customer satisfaction KPIs during a tough year.
- Home & Legacy claims team Net Promoter Score increased from an exceptional 75 to a world-class 79.4.
- Almost all customers rated the claims team as excellent or very good.
- Almost half of claimants not only said they would recommend Home & Legacy claims, but had already done so.
(Results from independent market research monthly surveys of
Home & Legacy claiming customers.)