Going that extra mile!
We dedicate time, to see if there is more we can do!
What is it?
The "Extra Mile Team" (name pending) functions like a customer service team but is dedicated to going above and beyond for our customers. With greater flexibility, they can offer special discounts, services, and solutions that exceed the usual limits of the insurance contract, ensuring a higher level of support and care.
Who is the "Extra Mile Team"?
The idea originated from our challenges in getting underwriters to be more flexible with terms and conditions during claims. Our focus was to collaborate closely within the company, gathering feedback from customer service teams and customers to understand what would truly benefit them when an underwriter declines a claim.
What can they do?
We actively seek alternative solutions for customers when a claim is declined. For instance, if a claim for a boiler repair is denied, we collaborate with partners to offer up to £250 in vouchers towards a new boiler. Similarly, if a leak repair isn’t covered, we leverage wholesale rates to reduce the cost of repairs. This approach ensures that, even when standard coverage doesn't apply, we can still support our customers with practical, cost-effective options.
How it works?
Support Beyond the Policy
When a claim is declined by the underwriter, our Extra Mile Team is here to help. Their first step is to explore all possible options within the company to provide support, even if the claim isn't covered.
Pre-Approved Assistance
We maintain a list of pre-approved additional support measures that can be offered immediately. This ensures that, even when standard coverage doesn't apply, customers still receive practical help.
Specialised Review
If the initial options don’t meet the customer's needs, the case can be escalated to a specialist within the team. They will investigate further to identify any savings, discounts, or other forms of assistance that can be provided.
Going the Extra Mile
Unlike most other insurance companies, our approach is designed to go the extra mile, offering more than just standard service. We’re dedicated to providing creative, flexible solutions that truly help our customers.
Boiler Claim.
If your boiler claim was declined by the underwriter, we maybe able to offer this additional support:
Needs a repair: We can arrange wholesale pricing on engineer repair costs.
Needs a replacing: We have special relationships with boiler installers who will provide up to £250 discount
Motor Breakdown.
Declined recovery?
Needs a tow: We're getting access to additional fixed cost road side assistant, meaning we can offer you wholesale pricing on being towed.
Home Security.
Needs a Lock Replacement: Discounted Locksmith Services
If a locksmith or door security claim is declined, our Extra Mile Team can still assist by offering discounted rates with partnered locksmith services. This ensures that, even when the claim isn’t covered, customers can replace or repair locks at a reduced cost, enhancing security without the full expense.