At the start of 2021 we find ourselves in another lockdown. Fortunately the construction industry and builders merchants have largely remained open this time, so we are experiencing far less disruption and delays than we did in lockdown 1.0. However, there are still challenges for our suppliers as a result of staff having to self-isolate and some customers not wanting trades people or surveyors in their homes. We are constantly keeping our clients up to date on any Covid-19 related challenges and delays on a claim by claim basis, and we expect claims management to be challenging until at least Easter.
It is great to see the positive feedback we are getting from customers regarding our suppliers’ adherance to Covid-19 guidelines and safety procedures. Obviously these necessary safety precautions can slow down progress on a claim, but we believe it is essential that our suppliers follow the guidelines to protect everyone.
Supplier of quarter ended December 2020
The MA Assist Supplier of the Quarter ended December 2020 is KNK Building Services Ltd. Congratulations to Steve and his team. KNK were the only supplier to get 5 stars on their SDPIs for each month during the last quarter of 2020.
Well done to J.D. Marshall Building & Maintenance Ltd who have shown a consistent improvement in terms of the star measures, they always do a good job but now we have the numbers to show it.
And a special mention must go to a new supplier S & H Property Services Ltd who achieved a 5 star rating for the first month they were included in the ratings. Well done and keep it up!
Surveyor of quarter ended December 2020
The Virtus Surveyor of the Quarter ended December 2020 is Adam Smilie
. Adam is very helpful and never too busy to pick up the phone or call us back and his reports are consistently of a high quality and on time.
“Generally a top guy who is always happy to help and a pleasure to deal with.”
Well done Adam.
New case studies
Since our last newsletter in November we have issued two new case studies highlighting some of the excellent professional work that MA Group and our suppliers are carrying out every day.
The first one involves MA Assist and our supplier BRS working with our client RSA to support a vulnerable customer during her property claim. This case study is an excellent example of strong communication between all the parties, some great responsiveness, flexibility and empathy demonstrated by BRS and clear focus on a vulnerable customer by MA Assist. To read the full case study please CLICK HERE.
The second case study show-cased the technical skills and customer focus of Revival. To avoid disruption for the customer and costly strip outs and reinstatement costs Revival used a plate injection/pressure drying method which, until that point, hadn’t been used in the UK. This enabled the customer to remain in their home (eliminating expensive alternative accommodation costs and reducing the stress and disruption for the customer), reduced the drying time and ensured that the extensive underfloor heating system didn’t have to be removed and reinstated – something that would have been a costly and time-consuming process. To read the full case study please CLICK HERE.
In 2021 we will be investing heavily in IT, systems, processes and people to make us even more efficient, allowing us to be more proactive at all levels. One initiative involves further integration of our field based scoping tool, Scoper, into our claims management system, Pulse.
The first project was completed in January. We have now launched the risk assessment report for Revival technicians, enabling them to carry out risk assessments on a job on site and to transmit the report back to the office immediately. Now that technicians can produce the report using Scoper, administration for the technicians and the office staff has been reduced and the reports are logged on Pulse in real time.
New Supplier Performance team
Recruitment continues at pace here at MA Group and we are delighted to announce details of the new Supplier Performance team.
Towards the end of last year we were delighted to welcome Tony Derbyshire back to the MA Group as Supply Chain Director. Tony has overall responsibility for the Supply Chain and Quality teams including Resolver. They have been brought under one team working together to not just enhance our service to customers and clients, but to also provide our suppliers with a better support structure. In summary, there are several changes as follows:
From 1st Jan 2021:
The new structure to manage the Supply Chain will consist of four SPM’s based regionally around the UK. We have offered and had accepted two positions as Supplier Performance Managers and we are currently interviewing for the final SPM position, based ideally in the South East of England.
Paul Parish is the first of the new SPMs to start working with us. He brings with him many years of experience as a Network Manager, most recently for for Axa Assistance.
The SPM regions will be re-calculated based upon the above appointments and communicated to the Supply Chain in due course. Justin Scargill will remain as SPM although supplier responsibilities and region will change once all new SPM’s are in place.
MA Group MAD awards
The MADest person in the MA Group in December was Katie Clarke, our new Claims Manager for the HNW team
Katie has only been with for three months, but is already getting some great feedback, such as:
“Nothing is ever too much trouble, she’s always happy to pick up the phone and discuss the issue at hand with me or the client etc. and she just gets on and does the job.”
Well done Katie.
MAD Award 2020
The annual MAD award for the MADdest person during 2020 goes to Aaron Baker, for the second year running. Again he received more MAD announcmenets than anyone else in the business – a grand total of eight.