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CASE STUDY

New client onboarding excellence

MA Group‘s growth continued in 2021 thanks to organic growth with existing key clients and new business from new clients. Not only did we start a new Third Party Administrator (TPA) joint venture with SBS Insurance Services and Hastings Direct in 2021, we also onboarded a new client via Virtus Validations.

The onboarding of our new insurer client has been a fantastic success – not only have MA Group (Andy Dakin in particular) demonstrated fantastic account management skills and onboarding expertise, but all of the parties involved (insurer, underwriter, TPA) have collborated to deliver a smooth transition and great customer service.

Earlier in the year MA Group won the contract through a tender exercise and market review and were appointed as the insurer’s preferred provider of storm claims validation and fulfilment solution where required. Initial success was seen with the speed at which all parties were ready to deal with new claims –  within a matter of a few weeks MA Group and the insurer’s stakeholders had got to grips with the new policies, systems, philosophies and processes and new claims started to come into MA Group.  The insurer had this to say:

“Having on-boarded one or two suppliers this year I can say that the process with yourselves has been an easy one, with you pre-empting most of the information we would need and answering any questions we have had, making this a very smooth transition.”

Our initial performance was so strong that claim volumes have more than doubled each month as confidence in the solution continues to increase within the insurer’s and TPA’s claims teams.

The positive outcomes across key measurable areas so far are as follows:

The sucessful onboarding of this client has been undertaken against the backdrop of the industry challenges which we are all facing at the moment, including Brexit, Covid-19, fuel shortages and labour and material issues.

Feedback to date has been excellent:

Should you require further information as to our services, please get in touch or contact James Bush to discuss how we could assist your business.