As with all business dealings, there are good ways and not so good ways to get the attention of specialist professionals you need help from. Experience tells us what works best for our existing clients and we have tried to articulate this below. Hopefully it will work for you too.
What's the best method?
To be honest, it makes no difference to us how you contact us, whether that is by phone, email, through the enquiry form above or if you know our mobile numbers you can send us a message using SMS, iMessage or Whats App. Whichever method you use, we treat every message with equal importance. The key for us is that it must be the method that you are comfortable with, and allows you to tell us everything we need to know to help you effectively.
How quickly can you expect us to respond to a request for help?
We take great pride in our responsiveness - we know through experience that the best time to engage is immediately after a message has been sent to us. This is because the facts of the enquiry will still be at the forefront of the senders mind and so it will be much easier to explore the subject straight away, rather than wait when detail might have dissipated. In other words, we try to "strike while the iron is hot".
We can deliver this level of responsiveness because we are typically at our desks in front of our computers and with phones to hand, so we should be able to read or listen to your message within a few minutes of receiving it. If it is clear an urgent response is required, we'll normally get back to you within a few minutes to acknowledge receipt and an initial response to your query. If the issue is not so urgent, we aim to respond within 24 working hours, at least with a holding message to manage your expectations.
How quickly can we provide you an insurance quote?
If you need an insurance quote from us, it is important for our clients to understand how quickly we are able respond to quote requests.
For standard risks like let property, home and contents or tradesman insurance, the turnaround time can be as little as a few hours (assuming we are not snowed under at the time and you are able to provide us with all the information we need).
However if the request relates to a complex or a non-standard risk (such as a subsidence affected property or business trade is high risk) or you aren't able provide us with the information we need, then we will struggle to respond promptly. This is typically because there will be fewer insurers that will quote and underwriters typically need bespoke information. As most insurance brokers will tell you, the secret to a good outcome for a customer is to give us enough time and the earlier the better.
What if you would like to meet us in person?
If you would like a face to face meeting in our office, please note that we are only able to welcome visitors by appointment. This is because our diaries tend to get pretty congested, and of course we might be out of the office when you choose to arrive. The best approach is to get in touch with us using any of the methods described here so that we can book a mutually agreeable time in our calendars.
Can't figure out if we can help from the website?
If after browsing our website you remain unsure whether we can help you, the best thing to do is get in touch with us. If you provide a description of your problem and what you think you need, we'll be able to tell you pretty quickly whether we can help. And if we can't, we'll suggest an alternative, if we know of one.
