market talk
Carmichaels on measuring the value of customer service
A parting at SmithGreenfield
APC commercial packages for Bluefin network
Customer satisfaction I
n conversation last month with Keith Curling, managing director at loss adjusting firm Carmichaels on the occasion of their 25th Anniversary, we spoke about the problem of evaluating the returns that arise from investment in the enhancement of customer satisfaction. A lot less tangible of course than the returns from more evident cost cutting exercises like staff reductions; bums-on- seats call centres working from scripts; and the setting up of procurement chains seeking to save money by eliminating the policyholder’s input in choice of replacement or repair options. I asked Mr Curling the extent to which he finds
insurers measure their own customer satisfaction returns. “Of course, it’s not every insurance company that measures the value of customer satisfaction, or at least not to any significant degree. We do so at Carmichaels. We review every claim as soon as it is settled, even on those we have repudiated. A customer satisfaction form helps us monitor the service we have provided.
“Occasionally we might get ten out of ten. We’re only human, but what does come out of this exercise is that claimants do like
communication. Preferably communication with a limited
Amicable parting at SmithGreenfield
G
iles Greenfield and marketing director Allison Greenfield have left HNW broker
SmithGreenfield Services to explore new opportunities within the insurance industry. Managing director Steve Smith confirms the parting is completely amicable and both are leaving with his full support. “Working with Giles and Allison to launch and grow SmithGreenfield has been an absolute pleasure and we will miss them both. Together, we have built a business that today has a GWP over £4m.”
Giles Greenfield adds, “I have thoroughly enjoyed building SmithGreenfield together following the merger of our individual businesses in 2007. The time is now right for me to explore new avenues within the insurance sector and I wish Steve and the SmithGreenfield team all the very best.”
6 insurancepeople JUNE 2010
SmithGreenfield Services was created through the merger of Smith Ross Shane and Greenfield Risk Services to service over 2,000 high net worth private clients.
Steve Smith confirms the new website has been updated to fit in with the mandate ‘Simple & Secure’. “The result will be to provide visitors with improved access to the expertise within SmithGreenfield and a source of straightforward reference for clients, brokers and the media. Our wholesale operation continues to grow and, with further planned enhancements next Autumn, such as full quote- and-buy functionality for brokers for mid net worth cover and online indications for high net worth quotes, we remain committed to providing Simple & Secure solutions for our Broker Partners.”
number of people. So that every time they ring up they are not talking with any Tom, Dick, or Harry. It is the same person each time, so there is continuity through the life of the claim. “That continuity is something I believe our industry has lost in many areas, and is a development driven by the larger organisations which are just service centres. “Getting feedback from customers is one thing - applying it for change is another. The wealth of knowledge that we produce every month is phenomenal, but although we pass this on to insurers, in most cases there’s never any feedback. It’s not clear whether those results are
APC strikes Bluefin deal
insurance underwriting agency APC have attached great importance to the application of efficient systems in the conduct of SME and larger commercial and liability business. Talking with the APC team at the recent BIBA Conference it seems that rekeying and other archaic processes are still rife elsewhere in this sector, and Insurance People will be looking at this more closely in a future edition.
S
Meantime, the latest news is that APC is to provide Bluefin’s Broker Partnership Services network brokers with access to a range of
ince being founded in 1993, commercial
commercial insurance packages. This follows a successful six-month trial, with the products now going to the 79 partner and franchise brokers via APC’s online full cycle trading platform, QuoteMac.
APC’s head of business development Derek Russell stresses the need for broker access to flexible and speedily delivered products in the current economic climate. “By partnering with Bluefin we are now able to provide their partner brokers and
franchisees with cost effective solutions delivered by a proven IT system and supported by an experienced underwriting team.”
Keith Curling
considered good or bad, or indeed of any use.
“Many insurers do collect similar data about themselves, but when asked what they do with that information the answer is invariably, ‘Nothing’.”
in association with
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