Communication and support
This month has been all about communication and support here at MA Group. We have issued a case study showing how we excel at communicating with and supporting customers, especially those who are vulnerable, our MAD award this month goes to someone who demonstrated this superbly and we held supplier workshops to help communicate best practice and to offer support. We also welcome new member of staff to our Senior Management team.
New Divisional Director for Virtus
We are delighted to welcome Sam Butler to the MA Group team as Divisional Director of Virtus Validations. Sam is responsible for the strategic development of Virtus and the performance of our surveyor network.
Sam has over twenty years’ experience across the house building and structural warranty industry, with a strong technical construction knowledge background. She is a Chartered Building Engineer who has worked at senior management and surveying roles in the latent defects industry.
Her key skills include strategic implementation, leadership of remote and office-based teams and communicating with a wide variety of stakeholders – all important skills for the property claims industry and surveying and validation in particular.
She lives in Kent with her husband, two sons and four cats. She is a keen runner, currently training for her first marathon in London, this October. She also enjoys reading and hot, sunny holidays.
Welcome to the team Sam.
New case study
This month we published a new cae study called “Tackling bewilderment and things left unsaid” available to read on our website CLICK HERE
This claim is a perfect example of how multiple, uncoordinated supply chains do not create the best outcomes for customers and clients. A terminally ill customer was left in confusion about the process and the parties involved and prior to our appointment there was little communication to ensure that the claim was progressed quickly so that the customer could spend his last weeks at home in comfort. MA Group and its supplier managed to turn this claim around with exemplary communication, project management and empathy.
ILC Home & Commercial Networking lunch
The MA Group team were delighted to attend the I Love Claims networking lunch in London earlier this month. It was great to catch up with clients, suppliers and peers at the Connaught Rooms, free from pandemic restrictions.
John Barnes was on fine form, and yes he did his football rap, and the whole event was a great success. We look forward to seeing many of these people again at our own networking events later this year – the annual MA Group Charity Golf Day and Dinner at The Oxfordshire on 8th September and the MA Group Annual Awards lunch on 3rd November.
This month our Head of Supply Chain, Tony Derbyshire, and his team, arranged and hosted supplier workshops in Aylesbury and Liverpool to look at the processes and challenges our suppliers have when it comes to closing and invoicing claims after the works are complete. The workshops were designed to re-train suppliers on the Pulse operating system, share knowledge and experience and develop a best practice guide to be shared with current and future suppliers.
It’s fair to say that the administration required by the insurance industry when it comes to closing and invoicing a claim can be daunting, but there are clear techniques and tips that can make the whole process much smoother for everyone.
We look forward to sharing our findings and best practice documents with our supply chains in a few weeks. In the meantime if any suppliers would like help and advice they can contact our network support team or their Supplier Performance Manager.
MA Group Charity Golf Day and Dinner
The MA Group Charity Golf Day and Dinner will be held on 8th September this year. This is a great networking opportunity for our suppliers, staff and clients and is very popular. Over the years we have raised almost £50,000 for the Oxford Young Adult Clinic through this fun event and we will be raising more money this year.
If any clients or suppliers would like to attend please email Sally-Ann Johnson who is doing her usual marvellous job organising the event. If you aren’t a golfer you are more than welcome to join us for the drinks and dinner in the evening.
MA Group MAD Awards
Our MAD employee of the month for April was Georgie Rogers, one of our Claims Technicians in Aylesbury.
Georgie took a call from a rather frustrated policyholder who had been experiencing issues and delays with his insurer for a few months. Georgie immediately reviewed the claim and explained how matters could be progressed. The policyholder had nothing but kind words and appreciation for Georgie’s help:
“Having started this claim in February, I have at last found somebody to help me to progress it, thanks to your extremely helpful adviser, Georgie, on the telephone this afternoon.
I can now start clearing the rubble, broken woodwork and bits of roof, so that the area is not dangerous and, after three months, we will be able to use one end of the patio.
I was delighted when my call was answered immediately by an adviser who was knowledgeable, patient and able to view my claim, then explain to me the best way to move it forward!”
Well done Georgie – your MADness is truly appreciated!