Ageas, the sixth largest home insurer in the UK*, has today revealed the outcome of its Household claims supplier review with the appointment of 21 members to its new panel.
The company received an overwhelming response to its review at the end of last year, with 110 proposals submitted. Suppliers were invited to propose innovative and potentially unique ideas to raise the bar on an already award-winning household claims service**. Ageas’s strategy was two-fold; to achieve the highest level of customer service, while adopting a more co-operative relationship with suppliers.
The decision followed a comprehensive six month evaluation process and was ultimately based on those suppliers who evidenced that they had customers in mind; would work collaboratively with other suppliers and who demonstrated innovation or a ‘niche’ ability to give Ageas service differentiation.
The panel consists of providers who already have an established relationship with Ageas together with a number of new suppliers, offering greater opportunities and initiatives to enhance Ageas’s already ‘world-class’ service***.
Those on the panel are:
- Building repair network and surveying services: PCUK; SSL
- Loss adjusters: Stream Claims Services UK; AED Adjusting; Lucas Claims Solutions
- Disaster Restoration Services: Polygon; Belfor; Richfords
- Contents replacement: SBS Insurance Services; Wheelies Direct
- Glazing services: Martindales
- Flooring services: Independent Inspections
- Jewellery replacement: Hallmark; Jai Ambe; Jewellery Replacement Company
- Underground Services: ANSA
- Furniture, Arts, Antiques: Castelan; CRDN; Tadley Services
- Storage and Alternative Accommodation: Big Yellow; Countrywide
Key enhancements offered include:
- Collaborative ‘what happens next’ information for customers, linking the specific suppliers involved, their services and how they fit together;
- Increased flexibility with visit and appointments to factor in evenings and weekends;
- Greater collaboration between suppliers, including the provision of innovative surge solutions;
- Integrated systems to share claims position, next steps, automatically updating payments.
Rob Smale, Claims Director at Ageas comments: “The Household Insurance market has become ever more challenging over the last few years as a result of the increased number of significant weather events and being increasingly under the political, media and regulatory spotlight.
“The objective of our review was to challenge industry practice where customers have tolerated procurement led services focused on cost reduction and continue to differentiate our award-winning proposition by focusing on innovation and customer service.
“Customers often comment that they are driving the claim or communication between suppliers, effectively project managing their own claims. Our challenge therefore is to make claims involving suppliers as seamless and efficient as possible for customers.
“We had a strong response from supplier partners and adopted a rigorous six month process to wade through the 110 submissions. Given the quality of responses, it was a tough decision to make and for those that didn’t make the panel, we would like to thank them for their commitment to the process, particularly those who have worked with us previously.
“Looking forward, I’m confident that this panel will deliver continued exceptional service to our customers, which was the ultimate objective of this review."
* Source: based on internal analysis of AM Best review of FSA Returns submitted for 2012
** Insurance Times Claims Excellence Awards 2014, Institute of Customer Services ‘ServiceMark’ accredited
*** Institute of Customer Services