How Affinity Brokers Ltd are working to improve your claims experience

The role of a broker isn’t just to attract new clients and forget about their existing ones. A good broker will help their customers identify the key risks to themselves or their business, in order to determine the level of cover they need. They should be in the position to provide technical industry advice in the event of a claim. However, the service offered by a number of brokers can be basic and some aren’t willing to manage their customer’s expectations, preferring to skirt around the truth to keep them on-side.

It’s not just about the cost of the policy and the premiums, if the policy is low cost but the claims process is difficult and unclear then it’s not a good service. How the claim is dealt with is equally, if not more, important than the policy premiums.  You’re not likely to use a broker if they cannot help you with the claims process or if they’re unreliable – good brokers want to keep their customers happy to keep them coming back and to uphold a strong reputation.

We aren’t looking to be just a run-of-the-mill insurance broker, we want to break the mould when it comes to dealing with claims for our clients. We believe in saving you time and money by working with you to settle claims quickly and efficiently. Here are some services we offer in order to provide a first-class claims experience for our customers.

Offering a personal service

When you’re making a claim, it’s due to something having gone wrong and now you’re claiming on their insurance to recoup the financial cost. This can be an extremely stressful time and we believe it’s our role to make the process go as smoothly as possible, so you have less to worry about. We offer a more personalised approach for our advice on claims to ensure we build stronger relationships and provide the best service we can. We believe that a strong relationship between customer and broker can build a platform of trust which can be very useful when taking out insurance, anticipating a claim and making the claim itself.

We offer a claims consultancy service, 24 hours a day, 365 days a year, in order to keep us connected at all times.

Honesty is the best policy

At Affinity Brokers Ltd, we’ve implemented increased face-to-face meetings with our customers in order to help us build stronger relationships and to create a culture of honesty. We think that there should be a totally open and candid approach throughout the process of taking out insurance, right through to the course of making a claim. This involves managing our customer’s expectations, even if it’s sometimes not what they want to hear. It’s best to know any limitations beforehand in order to avoid disappointment further down the line and to avoid a lengthier claims process.

Providing additional staff training

Our existing clients have access to our professional claims consultancy, which we’re constantly maintaining to ensure the best service possible. We think that one of the best ways to approach something is to have sufficient knowledge to support any advice or guidance we provide. Whilst we do pride ourselves on being specialists in our field, we acknowledge that there is always room to learn more – whether it’s identifying better ways of communicating with our customers, refresher training or relevant additional training.

We’re always looking for ways to ensure our staff are best equipped to help our customers in the claims process and provide one-to-one claims reviews to keep their knowledge updated and ensure they’re aware of industry trends/changes. We believe that these methods make us stand out from the crowd in the world of broking. Our policy is to provide the best service we can for our customers to ensure that we offer the personal touch so you can trust us in all areas.

Call us to find out more about how we can help you, as an existing or a new customer.