Spotlight on ‘What’s most important?’
The Property Claims team have embedded our customer focused initiative ‘What’s most important?’ to always ensure we fully understand each customer’s priorities.
The initiative is simple – we always ask our customers ‘What’s most important to you?’ at key stages in their claim.
By asking this question we are able to ensure we truly meet the individual needs of every customer, and prioritise the course of action accordingly.
We are often surprised by the answers we receive. Recently a customer experienced an extensive leak to the ground floor of their property. They chose to remain in the property, living in the first floor accommodation whilst works were completed. On our first site visit, we asked the customer what was most important to them? The answer – they wanted a vacuum cleaner and a Xbox as soon as possible. They were very concerned at keeping the upstairs clean and tidy, and the 3 children occupied!