Claims Excellence Awards finalist 2021 Q&A: Ecclesiastical scores 98% overall customer satisfaction

Here we feature Ecclesiastical’s entry into the Claims Team of the Year – Covid Response category. 

Ecclesiastical entered its claims team into this category, to see more fantastic Q&As from finalists, click here

What key achievement did your entry highlight?

Delivering outstanding service, raising the bar, was our focus in a challenging year. When Covid-19 hit, we triggered our home working strategy – provision of a same seamless exceptional service. Our new IT system dramatically streamlined processes, accelerating our service – cutting response times from days to hours. A stable, flexible, web-based platform, perfectly adapted for home working, enabling the team to deliver exceptional quality and service.

We’ve been a reassuring presence – providing empathy, expertise and experience, adapting to customer needs, understanding personal circumstances and delivering flexible solutions. The result – our Net Promoter Score is 84 with 98% overall satisfied, against a 78.4% industry high.

Can you share data or testimonials to back up your bid to win?

“Very efficient and helpful. They were also very patient about the inevitable delays arising from the pandemic in completing the claim.”

“Efficient, personable and reassuring. Despite difficulties posed by Covid.”

“Despite Covid-19, the claim was dealt with very efficiently.”

“The gentleman I spoke with was understanding and extremely helpful. In these times of Covid-19 he was practicable and our small claim was handled swiftly.”

“Through lockdown, your casualty team have been brilliant and I love dealing with Ecclesiastical.”

“First-class service from an award-winning team, tested and found to live up to its reputation”

What sets your firm apart from the other shortlisted contenders?

We are Ecclesiastical, and we’re specialists. Trusted to look after over the nation’s heritage including palaces, cathedrals, castles, stately homes, museums, schools, fine art, churches and charities. A purpose-driven organisation, Ecclesiastical has donated over £97m to charity since 2016, and is aiming to give more than £100m by September 2021. We’re passionate about what we do and are always striving to innovate so we serve our customers better every day.

We have a bold vision of the future, where the positive impact we have on society today will grow even more. We are Ecclesiastical. Proudly specialist, and totally unique.

How will you celebrate if you are the victor?

Winning this award, having been judged by our peers, delivered by remarkable handlers, supported by colleagues and our leadership team would mean the world to us, reinforcing our commitment to be the very best we can.

Celebrating such a huge accomplishment would be an amazing experience, specifically we would be looking to do this in three distinct ways – individual recognition for each unique contribution; sharing our achievement through a personal donation to a charity of their choice; recognising our strategy for care in the community and finally sharing externally, cementing claims as truly being at the centre of our offering.