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Days for your calendar
Groundhog Day, Open Day and Golf Day – we have news on lots of important Days this month. On Groundhog Day at the start of February the groundhog predicted a long winter, a prediction which seems to be coming true and which inspired our latest opinion piece. And we will be holding an Open Day at our new Aylesbury offices on 2nd March and our Annual Golf Day will take place on 1st June. We hope you can join us for at least one of those Days.
Our latest opinion piece is called Groundhog Day and can be read on our website. The film Groundhog Day, starring Bill Murray as a TV weatherman reporting on Groundhog Day in Pennsylvania, is a fun analogy of life as a property insurance claims manager; the same issues seem to arise again and again, and we try to break that time loop just like Bill Murray’s character in the film.
During 2016, to make the lives of our customers and clients better, we have been analysing feedback from detractors to understand the issues they encountered and how we and our suppliers can improve our service. Our opinion piece looks at the results of our analysis to see if anything has changed since we last issued an opinion piece on customer satisfaction towards the end of 2015. Are we starting to break the time loop, or are the same old challenges still occurring?
Unfortunately our conclusions are unchanged. The industry still needs to reduce the number of parties involved in a claim and reduce the sequential nature of the claims process. Customer expectations need to be managed but all parties need to have empathy with the customer and minimise repetition through the sharing of information.
But we are developing ways to break the time loop, as we will be demonstrating at our Open Day.
Following on from our latest opinion piece called Groundhog Day, we have organised an Open Day in our Aylesbury offices on the 2nd March. Anyone is welcome to attend this Open Day where we will be demonstrating our latest innovations and services.
I will be doing an introductory talk about the MA Group, and our vision and goals for the future. Dan Ashton, Managing Director of Virtus Validations, will be presenting the Virtus surveying and validation service that puts the customer at the heart of the claim. By allowing the surveyor the time to ensure that the customer is given all the information he or she needs to make an informed decision, Virtus provides a superior service that complies with Consumer Law and ensures a smooth transition to cash settlement or repairs.
Dan will also be demonstrating our mobile surveying app, Scoper. This ground-breaking technology ensures that the surveyor has all the information about the claim available on his mobile device so that a full and complete scope of works can be prepared. It also has the ability to collect images, voice recordings and video so there is a full audit trail for each survey.
Alex Kilpatrick, Group Sales & Marketing Director, will be presenting BrokerAid, a specific service for brokers that offers a flexible claims solution that ensures their customers receive exceptional customer service from survey to completion. He will also be explaining our Escape of Water proposition, incorporating MA Dry, where we reduce claim durations and costs through parallel working and effective project management.
If you would like to attend our Open Day on 2nd March, please get in touch with Sally-Ann Johnson.
Our Annual Charity Golf Day will be taking place on 1st June at Magnolia Park Golf Club near Bicester, the same venue as last year. This is a great event that raises lots of money for our chosen charities, this year being The Oxford Transplant Foundation. The day includes a round of the challenging Magnolia Park golf course, complementary drinks and a three course dinner in the evening. And there will prizes, awards ceremony for Supplier of the Year 2016 and the usual fun and games, all for a bargain £110 (or £55 for just the evening dinner and drinks).
If you would like to attend please get in touch with Sally-Ann Johnson. But be quick, this event fills up quickly.
Three intrepid adventurers from the MA Group will be yomping 54 miles across the Cairngorms in 24 hours to raise money for charity in June. Patrick Howard and Geof Loe from Cipher UK and Dan Ashton from Virtus Validations will be taking part in the Cateran Yomp from 10th to 11th June to raise funds for MA Group’s chosen charity for 2017 – the Oxford Transplant Foundation (more details below).
The Yomp (a military term for a long-distance march) is an epic adventure challenge. Teams of 3-6 people have to walk 54 miles in 24 hours across the rugged terrain of the Scottish wilderness. The route stretches from the high mountains of the Cairngorms National Park to the rolling farmland and berry fields of historic Strathmore, and from the salmon rich waters of the River Tay to the footpaths and riding tracks of the Angus Glens.
The Yomp is not for the faint-hearted – it will test their limits both physically and mentally. Training has already started – the team are breaking in their boots, have cut down on the sausage rolls and can be seen each weekend striding out across the hills of Buckinghamshire and the Pennines.
This is a huge commitment as the training will take up a lot of their time and energy, never mind the yomp itself. We wish them all luck. We have set up a Just Giving page at https://www.justgiving.com/fundraising/MAGroup2017 where you can make donations which will go directly to the Oxford Transplant Foundation. We want to raise at least £2,000, so we hope our staff, clients, suppliers and others will be generous and support our brave fundraisers.
As in previous years we will be supporting a worthwhile charity, this year one which resonates much closer to home. In December 2016, my daughter Laura was diagnosed with acute kidney failure. She now undergoes regular dialysis and is on the transplant register. As you can imagine this has been a huge adjustment for both Laura and our immediate family, although she has handled it with the usual Hayman resolve. We could not have got through the past few weeks without the support of the whole care team at The Churchill Hospital in Oxford and for that reason, this year our chosen charity is the Oxford Transplant Foundation. http://www.oxfordtransplant.org.uk.
Read how RSA and MA Assist supported a vulnerable customer in difficult times through a property claim. Read more
News of new people and systems to drive the business forward and improve customer journeys further Read more