The Insurance Times Awards 2019 is just around the corner, with more than a 100 finalists attending at our fabulous new Grosvenor House venue on November 22
To see more fantastic Q&A’s from finalists, click here.
How we feature Policy Expert’s entry into Customer Champion of the year
What key achievement did your entry highlight?
Our entry highlights how we have hard-wired customer feedback processes into business operations from day one. Our in-depth understanding of customer needs helps us create a customer experience that is free from friction, for example, eliminating excessive jargon from our policies.
Using customer feedback, Policy Expert has developed a proposition based on clear and transparent policies, fair pricing and attentive customer service. Weekly monitoring of customer sentiment has directly informed actions to increase the size of its customer-facing service team, enhance product renewal communications and introduce new products and features informed directly by user feedback.
Can you share data or testimonials to back up your bid to win?
“We commend Policy Expert for the exceptional work they do in the continual evolution of their user journey. They pay close attention to the customer throughout the entire process from price comparison website right through to point of purchase and beyond, to drive best-in-class conversion on our panel.” Mark Greening, director of partner development at GoCompare.
What sets your firm apart from the other shortlisted contenders?
We are the most successful new entrant to the home insurance market in the last decade and the number one brand by sales volume across all price comparison websites. Unlike other shortlisted contenders, we are not limited by monolithic mainframes and third-party dependencies.
Our ‘customer-first’ mindset means we encourage, and reward customer loyalty and our renewal rates far exceed industry averages. Since 2013, we have been independently recognised as the UK’s number one rated home insurer on Review Centre and were awarded ‘Best Home Insurance Provider’ for 2018 at the Insurance Choice Awards.
How will you celebrate if you are the victor?
It is important to us to share company news internally, therefore our first action will be to communicate the fantastic news to our team. Showcasing the win, detailing the entry requirements, our entry and competitors to ensure all of the team feel part of the great achievement. Secondly, exploring the other competitors and understanding why we had the edge – this may support our development going forward. Thirdly and finally, we would head to our local pub to celebrate by raising a glass, or two.
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