You may have seen recent headlines about the insurance industry following a Super Complaint raised by Which? to the Financial Conduct Authority (FCA). The complaint highlights serious concerns around poor claims handling and sales practices, particularly in the home and travel insurance sectors. One case involved a customer left unable to return home for over a year after a minor fire – despite having purchased a policy online.
At times like this, it’s natural for clients to feel uncertain. But we want to reassure you: this is not how we operate. Howden is not like the online-only providers. We’re the insurance experts, it’s our job to make sure you get exactly what you need from the start.
Our approach is fundamentally different, and it’s built around one core principle – Positively Personal Advice.
What makes Howden different?
While many insurers rely on automated systems and impersonal online sales, as a high street broker, we believe in the power of human connection. Our clients benefit from an advised service, delivered by local experts who take the time to understand your needs and ensure you have the right cover from the start. And if you ever need to make a claim, we’re by your side every step of the way – offering friendly, expert support and handling the process for you.
Our service is advised, personal, and local. That means:
- We take the time to get to know you.
- We recommend cover that’s tailored to your needs.
- We review your policy annually to ensure it still fits your circumstances.
- If you ever need to make a claim, you won’t be left navigating the process alone.
This isn’t just about ticking boxes – it’s about building trust and long-term relationships. Our clients know they can speak to a real person, whether that’s in-branch or over the phone. And when the unexpected happens, we’re here to help – not just with paperwork, but with practical support and in-depth expertise.
This is why our clients consistently rate us as ‘Excellent’ on Trustpilot.
Our teams are empowered to go above and beyond. That might mean arranging emergency accommodation, helping with temporary funds, or simply being a calm, reassuring voice when things feel overwhelming.
When our Private Clients, Andrea and Robert’s home burned down, the specialist team were there every step of the way.
Motor Claim Handled with Heart – Yeovil Branch
When an elderly client accidentally reversed their car through a garage wall and into a neighbour’s garden, they were shaken and unsure what to do. Scott Allen, Yeovil Branch Manager, went above and beyond to help.
Rather than just offering advice over the phone, Scott visited the client in person, helped them report the motor claim, and even assisted with a separate home insurance claim not held with us. His calm, hands-on support made a stressful situation far more manageable.
As calls from loss adjusters and recovery agents began to flood in, Scott stepped in to handle communications and create a clear action plan. His proactive approach and genuine care ensured the client felt supported every step of the way.
Gas explosion in Evesham
A suspected gas explosion rocked a client’s home in Evesham, sending four people – including our long-time client – to hospital. Thankfully, he suffered only minor injuries, but the incident left his home severely damaged.
Early the next morning, Branch Manager Mark Boyes and the team sprang into action, contacting clients in the area to check on their safety and assist with any claims. Knowing the client lived alone, we reached out to his daughter to offer support. With his bank cards trapped inside the house, we arranged an emergency payment through Covea, collected the cash, and hand-delivered it along with a walking frame to his daughter’s home. Thankfully, our client was discharged shortly after.
We continued to manage his claim, which involved rebuilding his home. The team’s swift, compassionate response made a real difference during a traumatic time.
Going the Extra Mile: Hemel Hempstead Branch
When a client was stranded in Ireland with a broken-down vehicle, no accommodation, and limited access to food, our Hemel Hempstead branch stepped in. Despite the insurer initially denying European breakdown cover, Branch Manager Gavin Cox worked quickly to resolve the issue.
The team stayed on the phone to support the client, arranged pet-friendly UK accommodation, and helped secure reimbursements for unexpected costs – including travel, lodging, and meals – due to the client’s health concerns and remote location.
Two Branches, One Mission – Putting the Client First
In December, Hereford and Worcester branches teamed up to help an 85-year-old client left without his vehicle after an accident at a petrol station. His walking frame and personal items were left at a salvage yard. Philippa Ross (Hereford BM) contacted James Parker (Worcester BM), who collected the items on his way home.
Philippa then drove to James’s home after work, picked up the belongings, and delivered them to the client before opening the office the next morning. Their teamwork and compassion across two cities show what exceptional client care truly looks like.
These are just a few examples of how we put our values into action. And they reflect the experience we aim to deliver to every client, every time.
We’re here to answer any questions you have
If you’re concerned about your current cover or want to review your policy or would just like some assurance that all is well, please don’t hesitate to get in touch. Your local branch team is always available to help, and we’ll always take the time to listen, advise, and support you.
Because when it comes to insurance, you deserve more than a policy. You deserve a partner.