INSURANCE INSIGHTS
RESPONSIVE SERVICE KEY TO REDCAR TAXIS’ RELATIONSHIP WITH THE TAXI INSURER
Article by The Taxi Insurer 0121 296 3092
www.taxiinsurer.co.uk
“How long should it take to add or remove a vehicle? 24 or 48 hours, maybe? But to wait a week or two? It’s costing you money!”
Ibby Hussain, general manager at Redcar Taxis in Redcar, is comparing his firm’s former insurance provider with his current one, The Taxi Insurer. To do so, Ibby is using the example of mid-term policy adjust- ments to illustrate the stark difference in service levels he has received from the two companies.
The importance of relationships
To emphasise the importance of relationships in business, Ibby points to response times to illustrate his point. As a customer, he values being able to speak to an account manager in a timely manner.
“If you’ve got an issue, you just want to be able to reach out to your insurance provider and get it resolved. But you can't reach out to someone you can't get hold of. We all get busy from time to time, but the most important thing is to maintain that business relationship.”
Frustrated by the unresponsive nature of the service he experienced with his previous insurance provider, Ibby took his business to The Taxi Insurer last year and has not looked back. Asked to describe the relationship he enjoys with his new provider, he’s quick to settle on one adjective.
“Easy. Easy is a good choice of word. There’s no beating around the bush. There’s never, ever a problem. And I can get hold of anyone I need to speak to very easily.”
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Having returned to the theme of communication, Ibby elaborates on why he’s so pleased to partner with The Taxi Insurer. Whenever he now needs to make changes to his policy, he’s confident they will be actioned quickly and efficiently.
“If I was to take three vehicles off now, at 10:49am, via email, I know for a fact that those vehicles will be removed from our policy by the end of the day, the premium will be corrected and I’ll have the new figures in front of me. That's all I want.”
Not the best time to start a taxi business!
Redcar Taxis began in 2020 with 12 drivers. Ibby admits that the early days of the business were stressful due to the lack of demand during Covid, but he and his partners always believed that brighter days were just around the corner.
That belief was confirmed when they received a pickup request from the operator of a rival firm that had gone bust in July 2020. Taking that as a sign that demand for their service still existed, Redcar Taxis ploughed on and were eventually rewarded for their efforts.
The company has grown steadily over the last six years until it now employs 90 drivers and manages account work for a number of schools and care homes in the surrounding area. It’s not something that Ibby takes for granted, and he’s always keen to give something back to the local community.
“We visited GP surgeries and dental practices around Christmas,” he explains, “and gave out chocolates to get a bit of festive cheer going. It was our way of thanking their staff and customers for using our service and cementing those relationships.”
Ibby believes that creating and nurturing relationships is key to long-term business success, which is where this conversation began.
FEBRUARY 2026 PHTM
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