October saw a major milestone in the growth of MA Group with the launch of our new joint venture with Hastings Direct and SBS Insurance Services. This ground-breaking initiative provides a full end-to-end, property and contents claims management service including digital FNOL services and streamlined claims validation, through to customer-focussed restoration, repair and fulfilment services. We are delighted that Hastings Direct were brave enough to take this leap into a new and better way of doing home insurance claims, and that they decided to do it with us and SBS. More details are below.
We are also delighted to announce the latest winners of our quarterly supplier awards and we are making the final preparations for our Awards Lunch on 11th November.
Hastings Home Claims Services
Hastings Home Claims Services is our new joint venture with Hastings Direct and SBS Insurance Services. It went live on 19th October and brings together the strength and capacity of the Hastings brand with the decades of claims management experience and digital capabilities of MA Group and SBS.
HHCS brings a completely new way of operating to the property claims market, providing a full end-to-end, property claims management service including digital FNOL services and streamlined claims validation, through to customer-focussed restoration, repair and fulfilment services.
Powered by fintechOS and integrated into Guidewire’s PolicyCenter, this new venture combines technology and innovative solutions with real in-house expertise, supported by UK-wide supply chains of building contractors, surveyors and specialists.
This new venture will be jointly managed by MA Group and SBS and will deliver speed, indemnity savings, innovation and great customer service.
MA Assist Supplier of the Quarter
Our building contractor of the quarter ending September was Nationserv. Nationserv have been working with MA Group for over 6 years and are always happy to help. They are not afraid to get involved with complex and challenging claims and over the past few months they have helped us with a few.
Also, during the recent flooding in London, the whole team stepped up. They took on increased volumes and covered claims in extended areas, working with several customer requests for out of hours visits etc. Whilst helping with the surge Nationserv were also happy to assist with surveying visits helping us provide clients with the services they needed during the surge.
Well done Rhys and the team at Nationserv.
MA Assist Newcomer of the Quarter
Our newcomer award for the quarter ended September goes to Almerico. Almerico joined our network at the end of April 2021 and since then they have continued to impress with their professionalism and communication. Their staff are always willing to help despite the challenging times we are in and customers are clearly also experiencing the same level of service.
One customer said: “Every member of their team who visited our property to carry out work was friendly and professional to the point of being perfectionists”.
They have been a 5 star supplier for the last couple of months, again further showing the efforts they are putting into the claims they have completed to date. They are a great addition to the network and we look forward to a lasting relationship between our companies.
Well done Guy, Louise and the team. Well deserved!
Virtus Surveyor of the Quarter
Our surveyor of the quarter ended September is Jeremy Pathak. Jeremy has been consistently helpful over the quarter and is overdue for recognition. He willingly and proactively assists in difficult areas of the south coast outside his own postcodes on a regular basis. He is a consistent 5 star performer providing good quality and timely reports, and his engagement with Virtus is excellent.
Thank you Jeremy!
Revival Branch of the Quarter
Our Revival branch of the quarter ended September is South West London. During the London floods in July the branch were magnificent in achieving the SLAs for contact and attendance and received many plaudits from customers and clients alike. The branch had a very heavy workload but managed to maintain its service to existing customers. It is testimony to how well the branch have managed their WIP that we have received no complaints or adverse comments.
Well done to Steve, Harriet, Sam and the rest of the team in Kingston.
Annual Awards lunch
We will be celebrating the best of Property Management in the Insurance and New Home sectors at our inaugural Annual Awards Lunch in London on 11th November, and invitations have gone out to our clients, suppliers and franchisees.
Kevin Keegan will be hosting this well-deserved celebration of the fantastic service that our networks deliver, presenting awards to our best performing suppliers, franchisees and staff and generally entertaining us with his stories and anecdotes from his long career in football.
Spaces are limited, so please RSVP to Sally-Ann Johnson to confirm your attendance. Ticket prices are £130 + VAT per person which includes a drinks reception, three course lunch and wine at the table.
Date: 11th November 2021. Drinks reception from 12:30pm
Venue: Chartered Accountant’s Hall, One Moorgate, London, EC2R 6EA
RSVP: Sally-Ann Johnson, email@example.com
Meet our technical property experts
MA Group is well known for its technical capabilities around property, not just through its supply chains but through its staff as well. So this month we are profiling the technical property experts employed by MA Group.
Paul Hayman Roy Benyon Geof Loe Stephen Pomfret Phil Short Darren Harper
Paul Hayman is our CEO and has a wealth of construction knowledge which he uses to guide the business in its delivery of exceptional property claims and project management. He started out as a carpenter but soon worked his way up to Building Inspector for NHBC and then Business Programme Manager. He was recruited as Operations Director by Multiassistance Ltd in 2002 before leading the MBO from its spanish parent in 2008. Paul has an MSc in Construction Management and an MBA and he is also a Fellow of the Chartered Institute of Builders. In his spare time he follows Liverpool FC, plays golf and loves spending time with his 18 month old grandson.
Roy Benyon heads up our Technical, Large and Complex (TLC) proposition. He has over 35 years of experience in the construction industry delivering front line services and partnerships. He is a member of the Royal Institution of Chartered Surveyors (RICS) and has an Executive Diploma in Management. He is also a former Board Director of Local Authority Building Control. Roy and his wife are registered foster carers with their local authority, St Helens. In his spare time Roy enjoys walking and spending time with his wife and grown up children.
Stephen Pomfret is our Senior Contracts Manager. He is a member of the Royal Institution of Chartered Surveyors (RICS) and has a Postgraduate Diploma in Business Management. He has extensive experience having worked as a loss adjuster all over the world and as a supply chain manager for insurers before joining MA Group nine years ago. He enjoys cycling, reading, gardening and watching rugby from the sofa with a beer (or two) on a Saturday afternoon.
Geof Loe is our Health, Safety and Technical Manager. In his younger years he was a Royal Marine Commando, but since then he has accumulated over 18 years of experience in construction management, including project management of the construction of the £6 million BT Sport site on the Olympic Park in Stratford, London. He is a technical member of the Institute of Occupational Safety & Health, has multiple NEBOSH qualifications (National Examination Board in Occupational Safety and Health), has completed the CITB’s Site Management Safety Training Scheme, he is a Price 2 practitioner and has received CDM training. Married for 33 years to Trudy, he is a keen gardener and enjoys country pursuits with his spaniel, Tula.
Darren Harper has worked in the disaster and restoration industry for more than a decade. He manages our Cumbria and North East Revival branch but works all over the UK supporting the other Revival branches where needed. He is BDMA qualified including courses on conflict management, water damage management, construction techniques, supporting children after flooding, asbestos sampling, fire warden, first aid, and PASMA. In his spare time he is a Boys Brigade leader and a Scout leader and he also volunteers at the Peoples Kitchen in Newcastle.
Phil Short is our Technical Manager for Revival. He also started out as a carpenter and was lucky enough to be involved in various high profile projects including the refurbishment of Blenheim Palace, the Natural History Museum, various Crown Courts and large renovation works at Royal William Yard in Plymouth. He joined Revival (Gloucester) as a technician in 2009, completed his BDMA technician qualification in 2013 and then went on to complete his senior technician qualification in 2014. He was awarded Revival Technician of the Year in 2014 and then joined the Revival Head Office team as Network Support Manager in 2017. Outside of work most of his time is spent with his partner and two young children, going on walks and exploring the nearby Forest of Dean. He also enjoys golf and watching his local rugby team.
MA Group MAD Awards
We had two MAD winners in September – Nic Cortes and Sheldon Bacon were equally MAD but for very different reasons.
Nic Cortes, claims technician, stepped in and took ownership of a high level complaint when both of his managers were unexpectedly unavailable, demonstrating true ownership and customer care.
Sheldon Bacon, senior claims technician was nominated for his quick response on a claim involving an 80 year old customer who had recently undergone heart surgery. The claim had been escalated to the Account Executive, but before he could act Sheldon had picked up the communication via other channels and had already arranged for a supplier to attend at 9am in the morning to complete temporary make safe works for the customer.
Both Nic and Sheldon demonstrated that by taking ownership of a situation they can support the business and make a difference and each receive a £25 Gift Card.