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January 2018 update

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Friday 26th January 2018 | By ma-admin

January 2018 update

An exciting new year

Happy New Year to all our staff, clients and suppliers. We hope you all have a prosperous and happy 2018. The New Year has started rather wet, windy and snowy so we have all been very busy already!

This month’s newsletter brings news on our Supplier of the Year 2017 awards, more MADness across the MA Group and some staff news on new appointments and the small baby boom we seem to be experiencing across the MA Group.

Supplier of the year

MA Assist is delighted to announce that the Supplier the Year 2017 is Building Repair Solutions. Since joining the network 5 years ago BRS have been consistently good performers. But in the last 12 months they have achieved impressive NPS and internal metric scores and have been proactive and helpful in their dealings with our Control Centre. There is a special mention for Jack Robinson the Operations Manager who does a great job managing our claims.

Grove Building Solutions are runners up. They have always been a consistent performer but this year has seen a step-change in performance. They have invested in their infrastructure and staff within their office which has allowed them to focus on the customer experience and performance of their trades.  Allied with the quality of their workmanship this has proved to be an effective combination.

Restore8 are in third place. They are reliable and get on with the job.  Special mention goes to Kevin who is someone we know we can turn to for help with problem claims.  The past year Kevin Evans, the owner, has engaged with the control centre who have appreciated his “can do” attitude.

Newcomer of the Year is IPC Construction. Since joining the network in February 2017 IPC have hit the ground running. Ian Cottingham and his team always do what they say they are going to do. IPC have remained at the top of our supply chain league table for the year and have consistently achieved high NPS scores and low claim durations.

MA Group going MAD

For several years now we have been recognising those people in MA Assist that go the extra mile and Make a Difference (MAD) to the service we deliver to our clients and their customers.

The MAD Awards are for outstanding performance, demonstrating the core values of the MA Group and a commitment to delivering an exceptional service to customers and clients that goes beyond Business as Usual.

In 2018 we are extending the MAD Awards across the group so that Virtus, Cipher, NHCC and MA Group staff are included.

There will be a monthly MAD Award to reward a member of staff from anywhere in the MA Group who, in the opinion of the Senior Leadership Team, has received the most impressive MAD nomination. The winner will receive a £25 voucher and will be entered into the MAD Award of the Year. The winner of the MAD Award of the Year will receive a £100 voucher.

We will continue to use MAD announcements for suppliers and these will be taken into consideration for the Supplier of the Quarter and Year Awards.

For 2018 we are introducing Surveyor of the Quarter and Year for Virtus. Any MAD Awards will also be used when considering the winner of this prestigious accolade.

New recruits

We are delighted to announce that Lee Prescott has joined MA Assist as Business Development Manager.

Lee has many years’ experience in this industry, most recently with Martindales. He started out in claims handling and investigations and then moved into sales and business development. He will be working closely with the sales and account management teams in MA Assist to develop our sales processes and to identify new targets and markets for new business opportunities. Welcome aboard Lee.

His email address is

Baby news

Our National Account Manager Melissa Bridges went on maternity leave in December and then had a busy Christmas – her second child arrived on Christmas Day. Baby Jared and Melissa are doing really well and we send our congratulations to the whole Bridges family.

Aaron Baker (MA Assist) has also become a parent for the second time – his new son Jack arrived on 18th January. Congratulations to Aaron and Hannah-Rose.

And Stevi Saunders (Virtus) has had a baby girl called Miley. Both are doing very well and we send Stevi, Mickey and Miley our best wishes.

Escape of water

Escape of water claims (EOW) continue to be a challenge in our industry – claim values and frequencies continue to rise for everyone involved in property insurance.  So we have been doing a lot of data mining and analysis to understand the trends and reasons behind the increases.

We are presenting our findings to our clients and will soon be circulating a new opinion piece setting out the details. The results are very interesting, and in some cases surprising, for us and our clients.

If any insurers would like to know more about the reasons for the trends in EOW claims please do get in touch and we would be very happy to share our knowledge and data.

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