Enhancing our clients’ experience

We’re engaging with clients earlier in the renewal process, and certainly no later than 30 days prior to their renewal date, so they have the time to make informed decisions.

Clients will receive better service and improved quality advice, which will enhance their ability to plan for and protect themselves and their business.

We’ve improved the quality of our client data so that we can better understand who they are, understand what challenges they may be facing and anticipate their needs.

Clients will receive information and advice that is relevant to them, across their risk and protection needs.

They’ll be reassured that their risk protection partner is scanning the environment with a view to anticipating challenges that could impact them now and in the future.

As part of our new client journey, all our advisers will apply the Partners& Difference resilience model designed to help us gain a better understanding of our clients’ challenges and provide the advice and support they need to ensure their insurance programme performs.

Our approach will help clients to build greater resilience in a complex and changing world and be better positioned to overcome adverse issues, enabling them to deliver on their plans and fulfil their ambitions.

We’ve invested in the award winning Partners& Academy aimed at training our people to deliver our unique level of service at every touchpoint of our client journey.

Clients will see a marked difference between the care, quality advice and service they receive from Partners& compared with other brokers.

We’ll formally introducing our full client management team to clients (including claims and wider services) and communicating any changes in the service team in good time.

Clients will know they can always contact a human being who will do all they can to help them to solve their problems and answer questions they may have.

It’s one thing to say we’ll do something – it’s another thing to do it. We’re testing what we say by introducing a mystery shopping programme – putting ourselves in our clients’ shoes to experience our client journey for ourselves.

Clients will know that we are striving to make every engagement with Partners& a positive one:

• They’ll be able to connect with the right person
• They’ll come away more informed
• Our advice and service will be right first time

Bring our claims proposition to life:

Our claims service is not an afterthought – it’s a core part of our proposition. That’s why our claims managers are a key part of our client service teams. That way, when clients make a claim, they will know who they are dealing with and confident they have the right support.

We know that having to make a claim can be very stressful.

That’s why we want to ensure our clients have a direct contact for a member of the claims team they can rely on to ensure the process is as smooth as possible, communication is clear and timely and the claims itself is settled as quickly as possible.

We know clients have choices, and that joining us for the first time or staying with us year after year is a conscious decision. We want our clients to know how we appreciate that.

We’re introducing an appreciation programme that will give our teams the tools and opportunity to demonstrate to clients that we value their business. It will be our way of saying thank you.

Embed the Partners& Difference tools to make the most of our time together:

A key step in our Partners& Difference is the “discovery session”. Before we meet with a client, we’ll do our research to understand the bigger picture. This approach allows us to focus our meeting on each client’s current and future challenges.

The time we spend with clients should be about discussing their plans for today and for the future, rather than just renewing last year’s insurance programme.

Ensuring we are adequately prepared for client meetings enables us to spend time on what’s important to clients, resulting in enabling them to protect their assets, their employees and the things that matter to them.

Ensure we fully understand our clients and can anticipate their needs:

As part of our performance coaching, every member of our team will have an objective to focus on how we can build relationships with and enhance the experience our clients enjoy by working with us.

Clients will enjoy working with us and will refer us to their network.

They will want to stay with us because they value the advice and service we are able to provide them.

We will see an further improvement in our Net Promoter Scores so that we consistently achieve more than +70.

The P in our PACE values stands for Progressive – that means we are looking to continuously improve.

We believe feedback is a gift, whether it is positive or challenging! We’re committed to learning from clients, and taking action where needed to ensure they receive the right advice that will help them to protect their business and the things they love.

When we get this right, clients will value what we offer and will entrust us with business year after year – and recommend us to others.