Our Quality
We regularly and routinely audit live claims to ensure the customer is in the right accommodation, from both a customer need and cost control perspective.
We’ve invested heavily in our management information (MI) to ensure that we have the right data to assure the quality of our services.
We constantly review our MI, both historical and ongoing. This enables us, for example, to reduce hotel lifecycle by scrutinising excessive length stays/extensions. We’ve already reduced average stays from over 40 nights to 31 nights, for one client, saving nearly £1000 per claim.
Similar methodology can be used to analyse claim lifecycle and the differential between estimated time given at FNOL and actual claim length.
Our monthly in depth service reviews of historic data also allows us to spot and share trends at the earliest opportunity.
Our business management system is structured according to ISO 9001 principles, ensuring all processes and procedures are kept up to date and that staff are able to access necessary information easily.
As part of the hotelshopuk group we share central resources and benefit from their ISO 9001:2015 accreditation.
Whilst we think we’re pretty good at what we do we’re always seeking ways to improve. We firmly believe that by working in partnership with our clients, with shared goals and philosophies and open and honest communication we’ll be the best.
Fraud and Fighting Crime
Our team are trained to identify and flag any fraudulent issues that are of concern. We work with our clients to understand their fraud triggers and their required process for escalation.
