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November 2019 update

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Thursday 28th November 2019 | By ma-admin

November 2019 update

Working together

Across the MA Group we have been very busy dealing with flooded homes in Yorkshire and the Midlands as well as storms in the South and a general upturn in claims as we enter autumn. Revival branches have been making full use of speed drying trailer mounted units and working round the clock to dry out homes using more traditional methods, while Virtus surveyors have been busy attending properties battered by high winds and heavy rains. Both Revival and Virtus are able to seamlessly pass reinstatment work to MA Assist for many of our clients who are starting to see the benefits  of an integrated approach to property claims management. An approach that is delivering indemnity savings and great customer service.

We are delighted to have the support of clients who are not only signing up to our integrated approach but are also signing up to new contracts with us, as explained below.

Client support for MA Group

We have been thrilled to receive some great support from our client Hiscox over the last month or two.

Andrew Sellers from Hiscox very kindly hosted a “Question-Time” style panel debate at the Revival branch meeting last month, sharing his views on the future of the restoration industry and how Revival can meet the challenges through its “simplify and modernise” strategy. It was a great opportunity for our branches to quiz Andrew on the service they provide and the strategy for Hiscox across the MA Group.

And earlier this month Hiscox hosted many of MA Assist‘s suppliers at a Value and Claims Philosophy Presentation in their London offices, setting out Hiscox’s claims philosphy and corporate values and thanking the suppliers for all of their hard work. It was wonderful to see so many suppliers travel to London to attend the presentation and enjoy some networking opportunities. We have had some great feedback from the evening.

We have also signed a new contract with RSA and are working with other current and potential clients to introduce our MINERVA system of property claims management, a system that is backed up by data and high NPS scores proving its value to all.


Having successfully piloted this scheme with one of our established, larger clients,  we are now ready to roll it out to other current and potential clients.

Minerva was the Roman goddess of wisdom & strategy. At MA Group we pride ourselves on basing our decisions and opinions on facts, rather than anecdotes, and turning that data into wisdom. To that end we have invested heavily in a Business Intelligence software tool (Tableau) and on creating a department that is focussed around providing insights to the business in order to constantly improve our offering. Like Minerva, we advocate turning all of the data we have into wisdom which will inform what we do and how we do things.

The goal of the model is to reduce indemnity spend without any deterioration in performance and it has a number of elements which are:

  • Motivation for all parties – the suppliers through volume of work and weekly, timely payments, as well as risk and reward shared between the client and MA Group.
  • Incentivise suppliers to do right first time – fair schedule of rates with better margins for high performers.
  • National Schedule of Rates – fair and independent rates that are based on industry standards designed for the work we do.
  • Evidence based systems and control – ensuring costs are evidence based and reflective of the works required.
  • Right primary contractor model – giving MA Group the ability to manage all parties effectively.
  • Validate throughout – to ensure clients pay the right price for the right works and materials.
  • Analysis and feedback – analysis to undersatnd behaviours and trends which is fed back into our systems, processes and algorithms to help us achieve the desired outcome.

If you would like to find out more about our model and the benefits it can bring to your organisation please get in touch with Paul Hayman.

MA Group MAD Awards

The MAD Award winner for October was Melissa Bridges of MA Assist. She received the following glowing feedback from our largest client’s Supply Chain Manager:

“I would like to recognise Melissa as our MA Assist Account Manager. Since I’ve taken over as the Supply Chain Manager for MA Assist in January of 2019, I can honestly say Melissa has been nothing but “amazing”. Melissa is an extremely diligent employee, with a strong ability to apply empathy to all situations whilst maintaining focus but with fairness of application, these skills make Melissa really effective in her role and earn respect / trust very quickly.”

Well done Melissa.

Staff news

Congratulations to Joe Paxton (NHCC) who has passed his final CII exams.

And congratulations to Aaron Baker who is a proud father to a third boy, Max, and has now given up on sleep altogether! He has recently been promoted from his role in the MA Assist control centre to the Resolver team in a new role as Quality and Resolver Officer for the whole MA Group. So a double congratulations to him.

Tobias Hawker has successfully passed his probation and is now fully onboard in our Bury office, working for Virtus.

Save the date

The next MA Group Charity Golf Day and Dinner will be held on  Thursday 4th June 2020 at Magnolia Park. Please put the date in your calendars. More information will be available in the new year, but if you want to register please email Sally-Ann Johnson.

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