Mike Aitken, managing director of Plastic Surgeon Fine Finishers, explains why his business should take home gold in the Claims Partner of the Year category at 2022’s Insurance Times Awards

Explain briefly about your entry in the Claims Partner of the Year category.

Plastic Surgeon demonstrated a strong presence in the industry, providing restoration solutions across all perils. We provide our clients with an alternative solution to dealing with claims, away from traditional replacement methods.

Our solutions reduce claims costs and lifecycles - and, most importantly, reduce waste from reaching our landfills.

Mike Aitken

Mike Aitken, Plastic Surgeon

Why did you want to enter this category specifically?

Over the years, we have fine-tuned our digital offering via our online portal visibility - this provides clients with bespoke management information.

In addition, policy owners are kept up to date, from booking through to completion. This includes ’we are on our way’ notifications to ensure the customer is kept in the loop.

What problem were you looking to solve, or what process were you looking to improve?

Insurers are well positioned to make changes and lead us into a more sustainable and greener future.

Plastic Surgeon has been operating for almost 30 years. We share our experience and expertise in not only managing claims, but in providing insurers and supply chain partners with training and handling cues that can be used when discussing restoration solutions with policyholders at first notification of loss.

How did you achieve your goal?

We achieved this by constantly challenging ourselves, asking our customers what they wanted, how they wanted to interact with the data and how often they wanted to interact with us.

We created working groups through the development stage of our portal to ensure we were on plan.

What do you think makes your entry stand out or different from your competition?

Plastic Surgeon is dedicated to making processes as seamless as possible for policyholders - around 90% of our restorations are completed during the first visit, reducing the need for multiple contractors, enabling works to progress promptly and limiting inconvenience to the customer.

Our experienced Fine Finishers offer the highest level of customer service, which has helped us achieve a score of 4.9/5 on Feefo – something that sets us head and shoulders above our competition.

What would winning this award mean to you and your firm?

Each member of the company works tirelessly to provide a great experience for all involved, from start to finish. Winning this award would be an excellent achievement and recognition of these efforts.