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More awards and updates
May started really well for us with Virtus Validations winning another award. We are looking forward to ending May on another high with our annual Charity Golf Day and Dinner on 31st May where we will celebrate the best of our network of suppliers, have some fun and raise money for charity. GDPR came into force this week and we have news on the latest market research on new homes.
Virtus award winners
Congratulations to Virtus Validations who won the Third Party Claims Management Team Award at the Insurance Times Claims Excellence Awards on 10th May at the Royal Garden Hotel in London.
These awards recognise and reward outstanding customer service across UK claims and we are all very proud that Virtus won this award in their second year of trading.
In April Virtus Validations also won Best New Business Initiative at the UK Customer Service Awards. The award was for a new business or business initiative that has had a significant impact on the customer by identifying a market gap or customer need and successfully addressing it.
The Virtus model puts the customer at the heart of the claims process by ensuring that validations and settlements are clear, transparent and fair whilst ensuring that the customer is fully informed and understands his or her options.
Customers are given information and advice on the repairs process following a cash settlement or repudiation, including details of local, reputable TrustMark contractors. Virtus also arranges seamless referrals to appropriate contractor repair networks and carries out contractor management services including joint visits and audits to ensure the best service.
We are all looking forward to seeing many of you at our annual Charity Golf Day and Dinner on 31st May. We have 20 teams playing golf and the slots for the spa and master chef class are all full, so again we are being wonderfully supported by our clients and suppliers. Thank you to everyone who is attending or has made a donation to the charity.
Everyone should have received information on the itinerary and timings, but if you haven’t received yours please get in touch with Sally-Ann Johnson.
If you would like to make a donation directly to the Oxford Young Adult Clinic charity please CLICK HERE.
MA Group MAD awards
The April winner of the MA Group monthly MAD Award was Aaron Baker from MA Assist.
Aaron received two commendations in the month, in particular for lending assistance to Cipher to help ensure closing targets were met, and for resolving invoicing queries for the finance department.
Well done Aaron, it’s great to see such great examples of teamwork, you are Making A Difference!
NHCC – beyond location, location, location
Savills/NHBC Foundation have recently issued research about the priorities for new home owners. It makes for interesting reading and NHCC has issued a short opinion piece about what this means for customer care in the housebuilding industry. The research identifies the number one driver for the purchase of a new home as being the low maintenance benefits it offers. The other top priorities for new home owners include new home warranty, size and design of living space and energy efficiency. So the disappointment created by a new home with defects must be significant.
Wanting a perfect, shiny new home was also a high priority. New home buyers clearly have an expectation of a trouble free move into a perfect, well-built and well-designed home with little hassle. Unfortunately that hasn’t always been the case in recent years, as the press coverage of the last 12 months has demonstrated.
Things can and do go wrong when building a house, so the way a house builder deals with after care issues is just as, if not more, important than the sale process itself.
This new research clearly sets out the direct link between effective customer care delivery and the key driver for new home purchases: low maintenance and least hassle. It also demonstrates how customer care teams need to be able to deal with a more sophisticated and diverse customer base and varying priorities for new home owners. They need to be skilled at managing high but differing expectations whilst also keeping an eye on the costs of doing so. This is a specialist skill that needs an understanding of the emotional, financial and even life-changing effects of buying a new home. To read the whole opinion piece by N NHCC please CLICK HERE.
As you all know the new General Data Protection Regulations (GDPR) came into force on 25th May. We are pleased to inform you that in early May we finished reviewing and updating our policies, procedures and processes for all companies in MA Group to ensure that we are fully compliant with these new regulations. All of our staff have been trained and we are ready for this new world of data protection.
As always, Dilbert sums it up better than anyone!
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