As we enter week five of national lockdown, we continue to adapt to the changes the Coronavirus pandemic is making to all our daily lives. This is without doubt a very difficult time for everyone. Brokers and Insurers alike are all doing our best to help ease the day-to-day pressures you may be facing and to respond to your queries as quickly as we can.
Here is the latest news and advice from RSA:
‘Positive changes that support your needs
As I’ve done in recent weeks, I wanted to write and update you on some of the measures we’ve taken to help keep things business as usual as much as is possible for you and your customers:
• Operating via virtual call centres, ensuring all of our contact centre staff are able to support customers at home in addition to a dedicated mailbox to address broker queries
• Introduced fast track and triage processes to ensure we remain open to trade both from a renewal and new business perspective
• Making calls to our most vulnerable customers to check their well-being
• Successfully trained and deployed staff across the company to join the Claims team to help handle claims and respond to customers • Looking after NHS workers where possible by prioritising their motor claims and speeding up repair or total loss solutions
• Our Risk Consulting experts are working diligently to produce guidance, and video, telephone and online consultations for our customers to ensure they stay protected as best they can
• Introduced a video platform to be used by our field force to enable remote visits to sites to help push claims through quicker
• Introduced new payment methods to ensure customers receive their payment directly into their bank account, a much quicker and efficient process saving our customers an unnecessary trip to the bank’