80% 71%


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of members felt their contact with the Club’s claims staff was just right.


Still scope for improvement Listening to members and their brokers, we learned that there were some areas where the Club could still improve. While over 80 per cent of members felt that their contact with claims staff was about right, both members and brokers expressed a desire for more contact with the Club’s Loss Prevention staff.


Moreover, both members and brokers expressed an interest in a continuing dialogue with Club senior management and in particular the broking community clearly has expectations of a close working relationship with the managers.


of brokers said their contact with the Club’s underwriters was just right.


We have taken this feedback from the members and brokers on board and are now working on a number of initiatives to improve contact between our Loss Prevention staff and members and brokers. Similarly, we are looking at ways that we can maintain and improve the dialogue between Club management and members and brokers.


The difficult period that the Club went through a few years ago negatively affected perceptions of the club on some measures but the UK Club today is financially much stronger than in 2008.


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