Admiral Insurance – Brilliant again

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Admiral Insurance – Looking out for their customers

It’s going to sound like i’m in the pocket of these insurance types as I am again impressed with the customer service from Admiral Insurance. I wrote about their brilliant call centres here.

My mate Tim Garratt has had nothing but trouble with his.

But my experience is totally different.

I have just put my personalised plates on my new car. That should be simple. But I had to take them off my old car and drive a different car in the meantime and also happened to change my wife’s car at around the same time too. So that was six calls in less than three months.

So on Saturday, I knew what to expect. The lady who answered in the UK call centre called Victoria didn’t dissapoint. I knew the script. “You do know Mr Lyle that there will be a £17.50 admin fee to cover the cost of the change?”

I said I did as I had paid it five times in three months.

“Well I don’t think you should pay it again then”, said our hero Victoria. “I’ll just speak to my Manager”.

A few moments later, she comes back on and confirmed that I had more than covered my admin fees and they would waive any fee this time.

They did the change for free, but in the meantime got a very happy customer who was clearly smiling down the phone.

I have said many, many times before that if you want to create brand loyalty you need to surprise and delight your customers. Give them things they’re not expecting and generally try and stand in their shoes.

Admiral are doing this incredibly well for such a big company. As long as the renewal cost is there or thereabouts, will get my multi-car policy business next year again.

Canadian call Centres – It’s the future

It’s the future for me! I was genuinely quite nervous about moving my car insurance for the first time in years and did the usual of going onto the price comparison website www.gocompare.com which I have to say was remarkably easy to use and offered me some prices that seemed much lower than when I had been insuring it previously (like nearly half price!)

The one that came out on top for both my car and my wife’s was Admiral Insurance (http://www.admiral.com) who also seem to offer a multi car deal. This sounded a little complicated, so with some trepidation, I clicked the button to allow me to speak to a real person. I presume at this stage, Go Compare’s business model charges Admiral Insurance for me as a very hot lead. Many companies we have dealt with in the past, still seem to exercise massive sales prevention techniques – even at this stage.

But I spoke to Cathy Arnold in their sister company call centre in Nova Scotia and she was quite superb. Nothing was too much trouble, she was keen to do things right, apologised for some of the (required) bureaucracy and was overall a lovely person to deal with.

If this is the way of the Canadian Call centre operative generally, I can only see it being a very large growth industry for them in the future.

Admiral are trying very hard to build a brand in the UK and they are backing up lots of expensive advertising with brilliant service, excellent prices and smart people to deal with. I can’t believe I am saying it about an insurance company, and I may change my opinion if I ever have to make a claim, but we could all learn something from these people.