The essence of our customer care strategy is to maintain complete control of our clients through all business processes. Hence policy issuing, adjustments, renewals and claims are all managed by Endsleigh and not the insurers we deal with. This allows us to implement our own customer care standards which cannot be influenced by the inefficiencies of insurers.
This same philosophy broadly exists within EBIS and EFIT although some business functions have to be dealt with by the insurer themselves. Even in these instances we have systems and procedures in place to monitor the service standards provided. The client remains an Endsleigh client at all times.
General Insurances Claims Service
Our claims division is regarded by many insurers to be one of the best in the industry. The operation is regularly audited by our scheme suppliers and the companies on our panel. It has consistently been praised for its speed and efficiency and we therefore enjoy full delegated authority to handle claims on insurers' behalf. Rather than having to refer customers to insurers' own operations, which in our opinion leads to inconsistency in service standards, delegated authority enables us to maintain complete control over quality, at all points of a claim.
We have 90 very experienced claims technicians and managers all of whom appreciate that dealing with affinity clients requires a heightened level of service.