How are we doing?
That's the big question we asked last autumn about our marine claims service. We wanted honest answers from brokers so we could improve all round. We got them. In spades.
The good news
Our marine claims team received an overall rating of 8 out of 10 and were particularly praised for the speed, efficiency and directness of service. We didn't bog brokers down in jargon and our positive attitude shone through.
The not-so-good news
We did not always communicate on an ongoing basis and, when we used third parties such as surveyors, we weren't so good at keeping brokers informed about the progress of their claims. In short, you had to call us a bit too much for our liking, which isn't ideal.
Room for improvement
We'd like to thank all the marine cargo, freight liability and other brokers involved in the research, which has really helped us to understand and tackle our weaknesses.
To address the communication problems raised, we've made several major changes. First, we've introduced a set of third-party surveyor service standards. They clearly explain what's expected of independent surveyors and when it's to be delivered - putting brokers in the picture.
We've also produced a range of new materials and literature, enhanced existing communication tools and developed our marine training programme and level of guidance.
Last but not least, it seems that occasionally we can be a bit slow at writing cheques. To help there, we've improved our payments systems and our fast track service, for any claim up to £3,000.
Like to know more?
Well you will find our new materials on the marine section of this site, including handy facts sheets on cargo and freight and our service standards. But if you want to know more about our claims service or marine in general just ask your account manager or visit www.numarine.co.uk
