Archive for February, 2012

i:protect Customer Service – opps!

Monday, February 27th, 2012

Power cuts can ruin your reputation

The reputation of any company is ultimately driven by authentic customer feedback and endorsement.

At i:protect, we have a great record in terms of delivering good service. To add weight to featuring this on our website, we refer to the genuine unsolicited letters and emails we have received from our customers. These confirm personal experiences when claiming.

Of course, these days, when buying on-line we look for more. Having found the type of product we are looking for, most of us immediately check out what other buyers have said on review websites. In some respects customer reviews can be a little biased. People who have had a bad experience would probably be far quicker to complain than those who were simply satisfied buyers. Of course, if your product or service delights a customer, they might want to tell others about it, which is brilliant.

We have received excellent on-line feedback from delighted customers. Many have left comments on the leading customer service rating website; The Review Centre. We are very proud of being rated number one in our sector by The Review Centre. Their link, which has a live data showing our current customer satisfaction score, is on the i:protect Home Page.

However, we received a very negative individual score recently. I picked this up on Monday 20 February. Unfortunately the score and comments on The Review Centre website were left anonymously. What the person complained about was absolutely true. Unfortunately we had no means to identify the person concerned, so we could not explain or in any way compensate that individual customer.

This is a shame, as the anonymous feedback stated, in no uncertain terms, that we did not answer the phone to help them with their claim. They had tried calling repeatedly but no one would pick up. I also suspect they tried to email and drew a blank there as well. In that customers eyes i:protect were a disgrace and could not be trusted…. Frankly there is nothing worse than letting someone down in their hour of need. There was no escaping this, on that day, Friday 17 February, i:protect let down this customer completely. But why?

This was due to a power failure. Nothing was working at i:protect’s offices at Wessex Group in Winchester from 4am in the morning until almost 2pm that afternoon. We usually pride ourselves by offering a 24 hour on-line service with active help and telephone /email assistance during regular office hours. But that day it was simply impossible. The severing of a main power cable by a water company excavator ‘took out’ the centre of Winchester. Unlike a straightforward power cut, all systems had to be checked for surge related damage and our telephone system had to be completely restored.

Lessons learned? Other than placing notification on the website a bit earlier, perhaps a bank of mobile phone numbers could be supplied so customers could call those numbers instead? In hind sight this would seem to be a future option, but of course, unless a customer checked the website to get the numbers, they would still hit the same problem. However, speaking to our staff using a temporary number would at least enable us to explain the situation. When our systems were still down we could not have progressed matters, indeed staff would have had trouble even checking files in unlit offices.

Naturally, we were expecting power to be resumed at any time. Not so as it turned out.

If you tried to call i:protect on Friday 17 February, firstly we apologise. If you were the person who gave unfavourable feedback – I hope this explanation helps. More importantly however, I sincerely hope we have since resolved matters for you. If not, please get in touch again so we can do so.

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Live North of Watford? Why You Need Lifestyle Protection

Wednesday, February 8th, 2012

Those living furthest from London will be hit hardest of all

  • The UK economy is simply not growing enough to absorb the number of people looking for work
  • Struggling companies are laying people off or going out of business
  • Public Sector cutbacks are sending thousands more to join those already desperate to find a job

This combination is driving up the jobless total numbers, but how high they will go is still unknown. The impact upon regional economies is also worryingly uncertain. This is because it is generally accepted that the biggest economic hit will be taken by people living in areas where there is a disproportionate reliance on the public sector for jobs.

Where traditional industries failed or manufacturing has moved abroad, local authorities and government agencies became the engine of their local economy. They were given budgets for urban regeneration, for example using regional development funds to tackle unemployment black spots.

However many of the new jobs created by this investment were in modern serviced based industries. They were inevitably dependent upon the health of the UK economy and in particular local  spending power. By definition service industries rarely generate international sales. Manufacturing and precision tool building competing on the world market cannot really be replaced by double glazing manufactures and internet marketing companies

In the major northern conurbations the spending power of people employed in the public sector is critical to the vitality of the local economy. In contrast, notably in London and the sprawling commuter towns of the southeast, the workforce is predominantly in the private sector. Jobs here took a big hit in 2008/9. Retail in particular saw closures and redundancies. At the time there were also massive cut backs in the building industry and financial services. Nevertheless most private firms survived and are now operating profitably, albeit at a lower turnover where the market for their products and services has shrunk.

Most  companies are marking time and waiting to see how the UK economy survives before they look to grow or even think about recruiting. As a consequence, many are driving lean businesses quite hard. The more robust can quietly increase their margins as debt laden competitors go under. Economic commentators are now pointing out that many big firms are sitting on significant piles of cash, with smaller firms happier to pay down debt than invest in expanding their businesses.

Consequently, for areas of the country where there is a concentration of these successful firms, the reduction in public sector head count and local government spending, only has a marginal effect on what is spent locally in shops and on services.

For social historians, perhaps one of the measures applied to the Coalition and the wider effect of the recession, will see the unwinding of the social engineering of the cash rich Blair /Brown years. During this time depressed regions in the North saw a significant injection of public money. They also benefited from a deliberate policy to move central government administration out to the provinces. Hence even cut backs made by central government, for example the recent announcement that regional offices dealing with road tax wee closing, will also be most keenly felt outside of the southeast.

Consequently we are most likely to experience a period where job losses are magnified in the north and relatively stable in the south. Competition for the available jobs will be very tough everywhere, however the sheer number chasing every job outside of the southeast will be far greater. In these areas, following redundancy, the average length of time out of work will almost inevitably grow. The most likely people to be affected will be those unwilling or, more likely unable, to afford to move for work. Inevitably this means families. Financially most households are in an impossible position to move anywhere within commuting distance of London.

The fallout from this is a re-emergence of a sharp north south divide. It should be a wake up call to anyone who works in the private sector outside of the southeast. No longer should they feel safe compared to their neighbours in the public sector who are currently experiencing redundancies and wage cuts at this time. The spending shortfall this will create will spill over into retail and service industries. For any wage earner in a family working in these sectors, now is the time to consider what would happen if their employer had to make cut backs to reflect reduced local demand.

For those with savings that could pay their bills whilst out of work for six to twelve months, things might get tough, but they could survive. The shocking truth is, on average, most people are out of work for seven or more months following redundancy. During this time they are largely on their own financially. State benefits such as job seekers allowance are less than £70 per week and can do little to help.

There is however a low cost alternative for anyone in steady work at this time who wants to protect their family and themselves against the financial penalty of redundancy; Income Protection Insurance can pay anyone who is unable to work, due to accident sickness or unemployment, up to £1,500 per month. Tax free and without affecting their entitlement to state benefits.

Typical premiums for someone age 30 buying i:protect’s popular  ‘Lifestyle Protection Insurance’, paying out £1,000  per month, is under £30 per month. Quotes this low are the preserve of on-line specialists like i:protect. The same cover can be bought from banks and IFA’s, for considerably more, where they charge for personal attention. This is however a very simple insurance product that is easy to buy on line. There is no need to risk a spiral of debt or even the potential loss of a family home when savings can no longer pay the monthly bills.

A critical point to understand is how policy underwriters insure people. They look for applications that  have an average risk of redundancy. If an employer has made announcements of cut backs, or is even involved in merger, look out. The underwriters of short-term Income Protection Insurance view employees in this position as little different from a being asked to insure a building already on fire! Therefore anyone in a job at the moment and thinks this insurance might be for them, now is the time to buy, preferably sooner rather than later.

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Income Protection Insurance and Payment Protection Insurance Lessons from Europe

Tuesday, February 7th, 2012

I was recently reading Insurance Insight, an on-line magazine covering the Insurance industry in Europe. Most of it was a bit long and tedious to be honest.

However, did find some quotes from Ole Enevoldsen, who is the business development director and head of underwriting for Continental Europe at Ryan Specialty Group (Europe) among other things. He offers the benefit of a pan European view which includes the UK. In short, I think it it is fair to say this guy has something to say that is worth passing on.

The British Problem

In the UK around 8 percent of people are covered by a protection policy that will pay their bills if they are unable to work due to accident, sickness or unemployment. However, the numbers insured have reduced dramatically in recent times. The majority of the blame for this was laid at the door of the Banks for miss-selling PPI. This in turn gave the rest of the industry selling respectable Mortgage Payment Protection Insurance and Income Protection Insurance a bad name. Even a percentage of these were miss-sold by several High Street brand intermediaries.

As most people know, the provider of finance, or a retailer arranging a finance agreement, can exploit their position as ‘the gatekeeper’ of the money. In the past they could sell payment protection to their customer  whether they wanted it or not. Thankfully the FSA has now stamped all over this. But the damage has been done. By the end of 2011, over £1billion has been paid out in compensation by the banks etc, with Lloyds taking the biggest hit of all.

Ole Enevoldsen expresses this with some tact, believing the issue in the UK “primarily come down to PPI being a secondary or tertiary sale, sold on the back of a customer making a retail purchase or arranging finance”. “Historically, the complexity of the product and the high number of intermediaries has often resulted in a lack of transparency and difficulties in ensuring the product is suitable for the customer. Although there are differences in the way PPI is sold in other European countries, these challenges basically remain the same.”

European Experience

“However,” Ole adds “in the current economic environment in Europe there is an increased need for PPI, which in its nature provides a valuable security both to the client and the lender. The development in the past underlines the necessity to manage and control the distribution chain, and shows it is essential not to underestimate the complexity of mass distribution structures.” He goes on to say, “The key is to offer high quality products with a clear focus on the value to the end client and sell these professionally and transparently.”

I could not agree more. For example, i:protect do not sell PPI insurance, our products are the intrinsically customer focused Mortgage Payment Protection Insurance and Lifestyle Protection Insurance. Indeed we do everything we can at i:protect to ensure we treat our customers openly and fairly. People come to i:protect because they have heard of us and select the product that is right for them. It is not forced upon them by i:protect and never will be.

Perhaps in the UK there is a need to learn from this European experience, where, rather than the market shrinking here, it is growing strongly across 19 European countries (up 36% from 2007 say Finacord). Those providers like i:protect, selling Mortgage Payment Protection and Lifestyle Protection (short-term Income Protection) honestly, fairly and above all economically, should see similar growth. The current threat to employment and the growing jobless total, both in mainland Europe and the UK, are an enormous concern. This is strong motivation for British citizens to emulate their European counterparts and to buy the financial protection products they need to pay their bills when they are out of work.

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