Balcombes 20:20 Vision

11th October 2019 by Sarah Dunne in Business Interruption Insurance Claims, Expert Advice in Insurance Claims, Fire Damage Insurance Claims, Insurance Claims News, Insurance Claims Tips / Procedures, Property Damage Insurance Claims

Property Damage & Business Interruption

In today’s world, the increased level of consumer protection and written communication should have contributed to a better experience for the customer.  However the opposite is true.  Instead people can feel bombarded by copious paperwork and correspondence.  Nobody likes to read the small print and most people hate automated telephone systems.  People can feel confused and uncertain, especially when it comes to making a claim. 

So what’s missing?   Customer Service. 

Staff seem to spend less time listening to the customer and their concerns, leaving the customer feeling less valued. Customers can feel that they are up against it.  The rush to get off the phone or out the door can leave them feeling that there is little time to ask for clarification or for additional information.   The result is a poor customer experience and a feeling of uncertainty.

 The industry has lost a lot of good old fashioned customer service ethos.  Staff can be so consumed by ticking boxes and making sure they get their paperwork in order that they forget to treat the customer as a human being.  The ‘process’ has become more important than the customer.  The ethos nowadays tends to be driven by compliance, technically and profitability.

Balcombes 2020 Vision:

We treat each customer and their property damage or business interruption claim as unique. We put ourselves in the shoes of our clients, and act as though it was “our property” or “business”.  Armed with our detailed knowledge and loss assessing experience we can advise our clients and make recommendations helping them with their decision making.   We deal with all the paperwork and bring the customer through the claims process on a journey to satisfaction. We have even acted for many Insurance Brokers on property damage claims in their own home or business.  That’s why they are happy to recommend us to their customers.

The main ingredient is simple: Customer Service. 

We cannot get the customer more than they are due, under the terms of the policy.   But we can and do ensure they get their full entitlement.  All our staff are fully trained in loss assessing and insurance policy wordings.  Our approach is to build trust with each customer and to deliver a service that no competitor, loss adjuster, insurer or broker can deliver to the claim.

We work closely with each customer during the damage assessment phase of the claim.  Time is spent with each customer as we gather all the relevant information.  We delve into the questions that we know will need to be answered.   Most importantly we fully explain the claim process and we listen to any questions and queries they may have.  We build a rapport with them. Throughout the process more questions and queries usually arise, and we deal with them all.  We become their trusted source of claims advice and support, and no question is too trivial.

Each customer has direct one-to-one access to their allocated Balcombes assessor. There are no automated telephone barriers, or being switched from Billy to Jack.

In short Balcombes 2020 Vision is to bring certainty and value for money to the claims experience.

Let us be the difference to your claims experience.  We are on your side.