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Time for reflection
Now that spring has arrived the weather has calmed down and, with many people still working from home, claim numbers are down across the industry, especially for escapes of water. This is a welcome respite for insurers following the storms and Covid-19 challenges of last year, and has given us time to reflect on 2020 and the two years since we acquired Revival.
Our business has grown considerably in 2019/20 so we have started the first of our “Meet the team” features to introduce clients and suppliers to the faces behind the names and the wealth of experience and talent we have in MA Group. This month we start with our fantastic Claim Managers.
2020 at a glance
We have looked back at 2020 and are amazed at what we achieved during a difficult year that involved storms in the first quarter and a national lockdown in the second quarter, as well as widespread floods in some parts of the country. Not only did we maintain an average NPS of 73 for the year, we also saved our clients £3.2 million and supported our suppliers through consistent weekly payments to support their businesses. Our suppliers painted 210,685 square metres of walls and ceilings (the equivalent of 30 football pitches) and managed to complete 54% of planned works during the first lockdown. And on top of that, we grew our business!
Revival – two years on
We held our quarterly national branch meeting (virtually of course!) on 10th March. It has been two years since MA Group acquired Revival and we are delighted with the progress we have made together so far. We are progressing well through the strategy we set out for the business including the IT roadmap. The next few months will see even more progress as we:
We will bring news on these developments as they happen over the next few weeks and months. Exciting times!
Meet our Claim Managers
The whole of MA Group is benefitting from lots of investment in systems and staff, so we thought we would profile a different team of staff each month – to put faces to names and to showcase the talent we have.
This month we are profiling our Claim Managers. Between them they have 40 years of experience in insurance and claims management and manage client focussed teams across all of our services (Virtus and MA Assist). Ben Mawby is our Team Leader overseeing the Revival branches and their restoration claims.
Joe Russell Cert CII has been with MA Group since 2015, with a break in 2017 to travel some of the world. He started off as a Claim Technician and soon achieved his membership of the CII before working his way up to Team Leader and then Claim Manager. He has been involved in all areas of the business and is extremely experienced. He enjoys playing for and supporting his local football club and socialising
Katie Clarke has worked in insurance for many years and has an ABC Awards Level 3 Certificate in Team Leading Skills. She is also in the final stages of achieving her CII Certificate and her NVQ Level 3 Diploma in Management. She is a keen horsewoman and regularly competes at a professional level in displays and competitions and has successfully raised horses of a variety of breeds.
Dan Moscrop has worked in all sorts of industries and roles before settling into insurance around six years ago. He joined MA Group last year and quickly demonstrated his supportive and empathetic management style. He is a proud father of two girls and has supported his local community through membership of the Connexions Youth Management Team and as vice chair on the Young Carers’ board.
Lisa Nelson has worked within insurance since 2008 and for the last seven years she has managed claims teams. She is currently studying for her Dip CII qualification having previously attained her CII Certificate. She also has a Level 6 Qualification with ILM in Leadership and Management. She has twin daughters who have recently turned 16 and she enjoys walking her dogs in the countryside near her home.
Ben Mawby joined MA Group in 2015 steadily moving his way up to Team Leader in 2019. He is studying for his CII and has a keen interest in sport, specifically football and (when times allow) he is a season ticket holder at Wycombe Wanderers. On 27th March he is taking part in a charity ‘walk of light’ for Blood Cancer UK in memory of a friend lost last year to the disease. Any donations would be highly appreciated and can be done at https://www.justgiving.com/fundraising/chelsea-connell?utm_source=Sharethis&utm_medium=fundraising&utm_content=chelsea-connell&utm_campaign=pfp-email&utm_term=8b6b2f2de42b4538b37ca596a407a64a
MA Group MAD Awards
The MADest person in the MA Group in February was Bryan Lee in our Control Centre.
Bryan was instrumental in keeping a policy holder, based in Hong Kong, very happy when repairs to her UK property hit difficulties.
In order to combat the language barrier Bryan dealt with her call in his native language of Cantonese. Furthermore, Bryan pro-actively coordinated the repairs with her tenant in the property in the UK and the contractors, navigating not only language barriers but also the geographical time differences.
Amazing work Bryan well done.
President of the Insurance Institute of Bolton
Congratulations to Andy Dakin, our Client Development Director, for being re-elected as President of the Insurance Institute of Bolton for a second term.
Andy is proud to be supporting the high quality CII and PFS CPD events for another year, adding real professional value for the members, the cornerstone of the institute.
MA Group Charity Golf Day and Dinner 2021
After a break for Covid-19 last year we are delighted to announce that we will be hosting the annual MA Group Charity Golf Day & Dinner on Thursday 23rd September, 2021, at The Oxfordshire. We will once again be supporting the Oxford & Young Adult Clinic https://www.oxfordyoungadultclinic.org.uk
If you have not already received the details, please contact Sally-Ann Johnson – she will be doing her usual marvellous job of organising it all.