Much anticipation was felt by the team at Aspray on the run up to the British Claims Awards evening, having been shortlisted for the ‘Outstanding Service to Policyholders’ award.
Nerves were replaced with euphoria when Aspray was announced as the winner and Managing Director, James Whittle, took to the stage to accept the award.
Providing Outstanding Service Everyday
When policyholders are dealing with damage to their homes or business, having a loss assessor on their side that will provide outstanding service is incredibly important.
Since day one, Aspray’s main focus has been the policyholder and getting them what they are entitled to from their insurance policy. Yet, many of the individuals within the company go above and beyond this, offering emotional support, empathy and understanding at a time when their customers are often under great stress.
The exceptional feedback Aspray receive from their customers, especially during the pandemic, has highlighted the impact that the outstanding service has on its customers.
The judges were “keen to recognise” those companies who have put the pandemic response front and centre of their business. For Aspray, their customers remained their everyday focus throughout the pandemic.
In late 2020, Aspray began working with TRUSTist, an independent review platform which allows customers to leave a review and star rating when their claim is complete. Giving customers the ability to have their feedback heard was an important aspect of introducing the platform and the results have been overwhelming. Putting in the extra effort to provide a great service is one thing, but having that effort recognised and praised by their customers is an incredible experience for Aspray.
Opening up this communication channel with their customers played a massive part in Aspray’s win of the ‘Outstanding Service to Policyholders’ award.
What it Means to Win
To be nominated for an award such as ‘Outstanding Service to Policyholders’ is always an honour, especially after the challenges of the past 18 months. Winning really commends the effort put in by the whole team at Aspray, from the Appointed Representatives (ARs) out in the field to those working behind the scenes at Head Office.