Coversure Hull Wins A feefo Platinum Award.
Coversure Peterborough & North Lincs Win Gold
In an exciting start to the year for Coversure, Coversure Hull, Coversure Peterborough, and Coversure North Lincs have scooped Platinum and Gold service awards from feefo.
A feefo Platinum Trusted Service Award is the highest that feefo gives and means the service levels are ‘Exceptional’. It’s recognition of consistent customer service excellence, and to achieve it, the business must have won a Gold Trusted Service award for at least three consecutive years. Coversure North Lincs qualified for a Platinum Award with a rating of 4.9/5, but didn’t have enough reviews
A feefo Gold Trusted Service Award means a business has achieved a rating of 4.5 or higher based on at least 50 verified reviews over a year. This independent, trusted mark of excellence highlights companies that go above and beyond to provide exceptional service.
To commemorate this remarkable treble, we caught up with Coversure’s Managing Director, Andy Price, Dip. CII to discover the secret of its customer service success.
Well done, Andy, you must be delighted
2Thanks, and yes. It was twenty years ago last month that I opened my first office, Coversure Hull, so these feel like the culmination of two decades of work
What’s the secret of your success?
I don’t think there’s any secret to it. It’s just about treating people fairly and doing your level best to help them. Being a local insurance broker is about offering a great service. Do that, and you’re halfway there; add in an amazing team, and job done!
What marks your service out as special? There are hundreds of insurance brokers on feefo, but relatively few have a Gold Award, and only a tiny minority have a Platinum Award
I suppose part of it is we’re all specialists in our field, and we don’t look to offer things we can’t do. For example, Coversure Hull has a reputation for fleet insurance, plant insurance and HGV insurance. The team at Peterborough, on the other hand are known for their commercial property insurance and commercial vehicle insurance. So, if a plant cover call comes into Peterborough or North Lincs, then the customer is helped by one of the Hull team. If you know your policies and your markets, you can offer customers a great service
Do you think being an independent insurance broker has helped?
Definitely, and it’s not just because we’re able to shop around for the best price. The covers we offer are complex, and one size fits all doesn’t work. We can get to know our customers’ needs, safe in the knowledge that through our panel of insurers, we’ll find policies that can offer the cover they need. We recently had an enquiry from a haulage firm in Hull that wanted HGV fleet insurance. This is normally straightforward, but this guy had two electric trucks on order and wanted to include them. Electric truck insurance policies aren’t common. Underwriters are still getting their heads around the risks, and a lot of insurers either won’t touch them or will charge high rates, as there are too many unknowns. Luckily, we knew a couple of specialists who would take it on for a sensible premium. We won the business, and the client got quality cover for an affordable premium.
‘From quote to claim’ is a common service claim from brokers. In a world of comparison websites, do you think this type of service is still important?
Winning the business is the first step, not the last. We’re all about building relationships and being there when clients need us most. Through our partners at Claimsline, we offer all our motor policy holders a 24-7 claims service and legal helpline. Our non-motor clients get a similar level of service from our in-house teams. I remember not so long ago, we got a call from a new client who needed cover for his fleet at short notice, as his current broker had let him down. The team worked into the night to find them the cover they needed, and they left this 5-star feefo review:
‘Needed fleet insurance at the last minute. Andy and his team pulled all the stops, emailing me at 9 pm with cover options. They not only got me cover, but they beat my existing premium into the bargain. Absolutely brilliant. Would highly recommend them to anyone.‘ Mr. R-J
They’ve remained on cover with us ever since. They’ve not only given their business and liability insurance to us, but they’ve also recommended us, and we’ve won a load of new business as a result. That’s what you get when you offer a great service.
We’re not on comparison websites as the here this year, gone at renewal isn’t the sort of business we want. Our service is personal and long-lasting. There’s no ‘computer says no’ with us.
Insurance, alongside accountancy and law, is ranked among the industries set to be transformed by AI. Do you think people will be rating AI services in a couple of years?
I’m a huge fan of AI. It’s got incredible potential, and in tim,e it will make getting cover quicker and easier. That said, it’s not infallible and cannot build relationships. When the internet first hit the scene, everyone said that High Street brokers would disappear and we’d all get our cover online. 20 years later, we’re still here and growing strongly. I think AI will become integrated into our services, but I don’t see it replacing humans anytime soon.
Thanks, Andy. Congratulations again, and here’s to three Platinum Awards in 2027!
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