Going above and beyond – for you!

Giving our clients a better value of service is something we pride ourselves on at Howden, so let’s take a look at a recent example.

We’re all very aware of how much insurance prices have risen by. As an insurance broker, we have seen first-hand just how impactful these rises have been for our clients and continue to work as hard as we can to support them.

We want to shift the narrative and empower people to find insurance policies that work for them, with a provider that knows going the ‘extra mile’ should be the standard service. In a market where costs are remaining high, let’s change the thinking to ‘pay more, expect more’.

And one way of making your money work harder for you is to work with someone who advocates for you. Giving our clients a better value of service is something we pride ourselves on at Howden, so let’s take a look at a recent example.

Disaster averted

Insurance Consultant Darren Newman recently helped a client and his family avoid being stranded in London, when he returned to his car and found it vandalised, with wiring damage that had caused the warning lights to illuminate. It was a worrying moment, only made worse by being stuck on the phoneline to the vehicle manufacturer’s breakdown helpline, speaking to no-one, and going nowhere.

When he phoned Darren in Gloucester, our client was understandably stressed. Darren quickly got to work. Our client was able to contact the dealership where he bought the vehicle from, and they advised to drive it to the nearest main dealer for them to look at, which he was happy to do. Darren located the nearest dealer and ensured that they had a repair facility, so that our client wouldn’t have a wasted journey, and then communicated this information so he could get his car fixed.

Darren rang back shortly after, to check if our client had got to the dealership and if any further assistance was needed. Thankfully, he had been able to contact the breakdown provider, who were sending a recovery agent out to him.  Meanwhile, Darren also sent our client the Assistance Referral Service provided by his policy, as a contingency in case the vehicle couldn’t be driven home.

Luckily, the breakdown agent checked the vehicle and confirmed it was safe to drive, and our client and his family returned home that night. But they were relieved to know that Darren had already prepared for the ‘worst-case’ scenario.

Here’s what our client said:

“Your calm, composed, professional response from beginning to end was invaluable. You certainly went above and beyond what I would have expected from an insurance company. Above you all cared for our wellbeing from beginning to end, even calling the next morning to check up.  

You have restored my faith in the idea that is often an advertised promise, but from other experiences never given, that car insurers give a personal service, and they care for customers in what can be a difficult time.”

It may sound like all about us, but really, it’s all about you. This is the level of support you deserve for your premium.

Every client is a VIP

We’re all human, and know that when disaster strikes, you go through a range of emotions: shock, worry, confusion. It can be a challenge to remain calm and think practically about the next steps you need to take. But waiting on hold on a helpline (or AI ‘chat’ function) can be isolating, builds frustration, and only makes these negative feelings worse!

What you want is someone to reassure you and have your back. It’s simple, really, and should be the default level of service. At Howden, it truly is. We do the heavy lifting for you, and cover all bases, so that you can take a breath, knowing there’s someone in your corner.

Much like Darren in our Gloucester branch, our branches are on hand to answer your questions and address any concerns you may have about your policy. Search Howden Insurance, give your local team a call or visit us in branch for a chat.

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