Plan Insurance Brokers 評論

Good morning, Firstly thank you for renewing with us again this year and for your feedback. Following your feedback and subsequent conversation it is clear that your frustrations are with the insurance company not us as your broker. Your concerns however are easily explained as Sam has confirmed to you on the phone. The vandalised lock on your vehicle was cheaper to repair yourself than pay your excess amount. Due to this your Insurance company correctly advised that claiming was not your best option financially as although they would have dealt with a claim, it was not cost effective. We are sorry to hear some personal items were stolen from the vehicle at the same time. The taxi insurance policies available do not unfortunately cover personal effects in the vehicle, therefore although this was a very frustrating incident for you the insurer has advised you correctly. I understand from our phone call you are happy with our service and that your feedback was a reflection of the Insurance company not being in a position to reimburse your losses. We can confirm that all parties have offered the best advice available on this matter and explained the right covers you have under the policy. In light of this and the call made earlier a further feedback entry regarding the service of Taxi Plan would be greatly appreciated. Again thank you for your continued business this year. Kind Regards Daniel Bryant Renewals Manager

Good afternoon, Thank you for your business again this year, I believe we have held your motor trade policy for over 10 years now. With regards to your feedback and the above fact that we have been your broker for so long we feel very bemused by your comments regarding our financial position. As with all positive and negative feedback we take all comments very seriously so an immediate analysis of your record and procedures followed has been completed. Firstly on the matter of us contacting you regarding your pending renewal, there are strict FCA guidelines that brokers and insurance companies must follow when a policy is due for renewal. The first is that a renewal invitation must be sent to a client 3 weeks before the renewal date to ensure the client realises their existing policy is due to expire. Trade plan has always aimed to offer the best service available on the market so over the many years of trading we have developed a procedure for our renewal teams to follow once an initial letter has been sent. This procedure has many benefits to the client and ourselves, we will call to confirm you have received the letter, checked the information and gather any changes to circumstances. This enables us to be certain the client is aware of the renewal date, explain that it cannot be renewed without a payment and make sure that any changes do not affect the price but more importantly the policy we have offered. Each policy is different so by obtaining the changes early we have time to search the market for other options if necessary. Once this is established the client will lead us on when contact is next required, if a date is agreed then we will call on that date. However sometimes this is not made clear or contact cannot be made so we endeavour to use various methods to make contact either by phone, email and post. In your case I can see that the renewal team have followed procedure and you have spoken to us on two occasions specifically about renewal. There has been other contact regarding the exact renewal date and checking your vehicle lists so although our office has spoken frequently with you it has been to rectify any issues and ensure your new policy is completely accurate. The reasons for making contact are firstly regulatory and secondly to offer excellent service so that we keep all our clients for a long period of time as we have with you, this attitude and attention to detail has enabled us to provide the same customer service throughout that we did when we only had 100 clients. We now provide this level of service and access to the best deals on the market for several different products with over 12,000 clients insured with the Plan Group. I hope this helps you understand why the procedure is in place from various points of view and gives you the confidence to continue insuring your business with us as you have done for many years. Kind Regards Daniel Bryant Renewals Manager