• PRIVATE CLIENTS

Private Clients

The fire was traumatic but the whole situation was made so much easier to cope with by the team of professional appointed to deal with the claim

We recognise that service is everything in the High Net Worth space, where both expectation and competition are extremely high.

QuestGates has a ring fenced team of adjusters and concierge across the UK and Ireland, focused on delivering the highest level of service to Insurers, MGA’s, brokers and of course the customer.  Each adjuster has been selected for their customer service ethos, their willingness to go that extra mile, the soft skills required to communicate effectively and their understanding of the market and the expectations placed upon them to deliver the required service.

We have a diverse and enthusiastic team which we believe offers the market something different to the traditional Private Clients model.  This extends across both the adjusting and concierge teams.

Our Service is based on the adjuster retaining case ownership, which is crucial to building customer confidence and trust as well as a seamless service.  The adjuster is supported by dedicated concierge whose primary focus is to increase pro-activity and ensure there is the agreed level of communication with all stakeholders, be that the customer, their representative, broker or insurer, via outbound medium, so that no party is ever chasing the current position or asking what the next steps are.  This is underpinned by further resource to provide oversight across the division, thus ensuring service delivery is at its optimum.

Consistent technical quality is maintained through the quality of adjuster selected to handle these claims together with a process of peer reviews to ensure that we have not only addressed coverage issues, but we have also interpreted client philosophy correctly, which is of significant importance in this space.

Our team also includes a jewellery expert, who for many years worked for a jeweller in the insurance market, as an appraiser/valuer.  Their ability to lead or assist claims involving loss/damage to jewelry and valuable items is, we believe, unique.

In common with all our services, we are able to provide our clients and their customers with access to a claims portal, providing real time access and management information, which we can filter depending on agreed access rights for stakeholders.

Whilst customer choice is key in this market, we have developed a network of partners who we believe have the requisite skills to deliver the quality and range of services we require to support our adjusters should the need arise.

In summary, we believe that we have put together a team and philosophy to deliver the best service in the market, comprising:

  • A diverse, enthusiastic and ring fenced adjusting team focused on dealing with high net worth claims across the UK and Ireland

  • Dedicated claims concierge to enhance communication and pro-activity.  All our concierge team are professional qualified or working towards this

  • In-house specialists, for example, jewellery, historic buildings, pre loss valuations etc

  • Access to customer and client claims portal

  • A 24 hour helpline service for out of hours assistance and claims reporting

  • A real focus on the broker to ensure they are in the loop at all times and a recognition that customer retention is paramount

  • A carefully selected network of supply chain partners

  • Good account management and oversight, to ensure the service we have promised is delivered.

Nicola Sutton – Associate Director, Head of Private Clients

ACILA

Tel: +44 (0) 7860 503 245

nicola.diamond@questgates.co.uk

 

Ross Macpherson – Director, Technical

ACII, FCILA, FUEDI-ELAE

Tel: +44 (0) 7739 879 243

ross.macpherson@questgates.co.uk

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