High Customer Satisfaction
We embed the FSA's Treating Customers Fairly principle throughout our business.
Our clients value us highly because they can outsource their claims handling in the knowledge that their customers will have a superb customer experience.
In demonstration of our service at a recent audit by a large insurer client, we achieved the following results:
Claims Leakage: 0.0%
Quality Assurance: 98.0%
Adherence to Service Level Agreements: 99.0%
Treating Customers Fairly: 99.0%
Our claims management system Metrix™ is unique; there is nothing else like it in the insurance market. We have designed it using the latest technology with the aim of improving the customer journey. This, combined with our strong internal focus on customer satisfaction has revolutionised the way insurance companies manage their claims.
Our customers say...
"The service was most helpful and conducted in a very friendly manner by both your representative, Lucy Morton and assessor, Mick Potter of Building Validation Solutions. My storm damage claim was handled promptly and most efficiently. The storm occurred at approx 0730hrs on 29/12/2017. I reported the damage to the roof of my house later that day, the assessor made his inspection on 03/01/2018, approving the repairs required and roofers quote such that I could arrange the work. This was undertaken on 07/01/2018 and the Axa cheque covering the work, less my excess, was received by post on 08/01/2018. That is what I call better than first class service given the storm occurred between Xmas and New Year Bank Holidays, well done to all players. I will most definitely recommend Axa to everybody."
Mr B, Hampshire, January 2018
"Speedy response to my claim and follow up. Most efficient and pleasant assessor Brian visited today (Sunday). There are further steps to be taken before the repair work can be undertaken, but I have every confidence. I will highly recommend AXA for both car and home insurance, based on this and previous claims"
Mr W, Stafford, January 2018
"Hi - I wanted to leave some feedback for one of your employees: Linda Baxter, First Response Team. What a refreshingly good customer service team you have, and in particular, Linda who went out of her way to contact me urgently to arrange a surveyor appointment. She remembered that I was due to be on holiday from Tuesday for 2 weeks, so when she found that there was an appointment on the Monday, before my holiday, she made sure she contacted me to arrange it. She didn't need to do this, and advised that at weekends her team might just leave a message for customers to call back on Monday, but she clearly empathised with my situation and knowing that most people would rather sort these things out before they go away, went the extra mile to ensure I got the earliest appointment - fantastic customer service! thank you, Linda!"
Ms P, Warwickshire, November 2017
"The staff on the phones were very helpful and the surveyor who attended was very good in explaining what was to be done next."
Mrs F, Poole, May 2017
"I was really happy with the service. I didn't realise how easy it would be."
Ms D, Birmingham, April 2017
"Friendly consultant Sean Munford visited within 2 days... Gave a quote for a quick payment and this could be straight into my mother's account and builder instructed... Very quick and simple"
Mrs B, Staffordshire, March 2017
I would like to thank you for the quick way tou dealt with my claim. The way you kept contact with me throughout was much appreciated.
Thanks to Malcolm, Daniel and Gavin - sorry if I have left anyone out.
Again thank you"
Mrs K, Londonderry, March 2017
"The service from BVS was great and I love how intuitive their site is. Seeing the pictures really helped. Please pass on my thanks."
Mr C, West Yorkshire, February 2017
"Good afternoon, we just wanted to extend our thanks and gratitude for the professional way our claim has been handled by BVS - in particular we would like to thank Hannah, our claims handler and Keir James, the surveyor assigned to our claim. Hannah has always responded to emails quickly and ensured our claim has gone through as quickly as possible. Keir has been so helpful from the outset and handled our claim professionally and expediently. He has always called back when he said he would and always kept us updated with the progress. Our house is a long way from being fixed but I wanted to pass on our thanks - thank you Hannah and Keir."
Mr & Mrs S, Essex, February 2017
Our customer has commented on how happy she was with the surveyor who
visited her property, she mentioned she felt he took time out in
greeting her husband properly as he has dementia and how pleased she was
in the way he conducted himself.
Please pass this on to the visiting surveyor."
Mrs L, Newport, October 2016
"Good afternoon Paul,
Just wanted to make you aware of how please the customer is with the handling of his claim from Hannah and especially the surveyor Andrew. The customer felt the claim was dealt with extremely well and advised it was refreshing dealing with knowledgeable staff.
The customer has asked I pass his compliments to you."
Claims Incident Manager, October 2016
I just wanted to send a note to praise Hannah, who has been dealing with my claim. She has been very helpful, and as the customer needs special handling, she has taken very good care of her.
Claims Incident Manager, October 2016
"The surveyor was brilliant, very helpful and on time. Please could you pass on our thanks"
Mrs C, Suffolk, August 2016
"I can't thank you enough for the efficiency and speed that you have provided me with. I was expecting a protracted process, and not only was Dan courteous, and swift in terms of assessing the cost of the damage, all responses to my needs were swift. This is the easiest insurance process I have experienced. Many thanks to him and to the company"
Mr S, Worcestershire, August 2016
"Dear Claims team,
Thank you very much for your prompt attention. I would like to express that the whole claims process from start to finish has been completely stress free which has without a doubt made this otherwise stressful experience much more bearable. Everyone we have spoken to has been very helpful including the loss adjuster who was happy to view the roof without me being there and liaise with me by telephone. This saved me having to take time off work and was much appreciated. The settlement was very quick and in my account before the roofing company sent the final invoice and now the vat payment has been sorted out within 3 days of me sending the information by email.
A highly efficient and worry free claims process, thank you.
Mrs C, Bognor Regis, February 2016
"Thanks to you and all the people involved in processing our claim you have been brilliant"
Mr M, Stockport, May 2015
"On 25/07/14 Mr. Hourican carried out an insurance claim inspection. I was most impressed with his efficient work. He was most helpful. Thank you for your prompt reaction to the claim and thank you for sending Mr Hourican."
Mr C, London, August 2014
"Thank you to all the staff at BVS for helping dealing with my recent insurance claim. A special mention to Stacey who had to deal with all my moaning!
Mrs H, North Lanarkshire, August 2014
"I've been very pleased with the service provided by my insurance company and also with the surveyor. I'm particularly impressed with the speediness of my settlement from time of notification to receiving my cheque for the roof damage."
Mrs H, West Yorkshire, June 2014
"Can I just say what a great service you provide. When I rang you, you appointed a surveyor and then when I was in trouble again you got the surveyor out very early. He came out, the cheque was settled with no arguments. I was really grateful.
The people on the phone are extremely helpful and polite.
I cannot praise you enough as a company - the whole claim has been dealt with extremely well. Because of this good service I have renewed my policy as I'm aware they use your company."
Mrs G, London, May 2014
"I feel I must write to thank you for your prompt and efficient manner in which my insurance claim was dealt with.
With so many other problems resulting from the atrocious weather conditions of late, it was heartening to have my own relatively minor damages put right within a 2-week period.
Your surveyor produced an extremely accurate estimate in line with the cost of repair by a local builder and the roof has been returned to its original condition at a cost almost identical to that offered.
It was a pleasure to do business with you."
Mr M, Aylesbury, March 2014
"We've never had such brilliant service in over 50 years, people have said they'll call and they have. We're staggered and I just wanted to call to say so."
Mrs R, Yorks, October 2013