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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.

“Aspray takes charge of property damage claims, handles every detail, and takes the time to communicate and explain the situation. The pandemic proved no barrier to this excellent service delivery and Aspray continues to use technology to maintain and even improve on this record.” 
Judges of the British Claims Awards 2021

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.

“What can I say? In a lockdown, percentage of tradesmen not working due to job losses or at-risk having time off due to both positive and negative covid-19 results?! But Nathan at Aspray saved the day!! Took all the stress and pressure of my OAP “high-risk” Uncle when he had a Bathroom Leak. Efficient, co-operative, knowledgeable and above all a friendly face 🙂 Job done in a timely fashion and one happy Uncle/Great Uncle allowed to enjoy the rest of Lockdown health-risk free of damp and certainly with the current weather conditions, in the warmth hygiene of his own new bathroom:-) Thoroughly recommend for all areas of insurance when it comes to Aspray.”
Emma E., Customer in the Midlands

Pandemic Response

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.

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