Towergate MIA delivers a quality claims service

It’s rare that you call an insurance company with a claim and you feel like your problem has been instantly halved. When you speak to the Towergate MIA claims team, what is striking is their willingness to go the extra mile to help you.

Collectively, the team has over 80 years service in the insurance industry. With their experience and  enthusiasm for resolving your claim, and returning your practice or laboratory to its full operating capacity, Towergate MIA have tailored their claims procedure so it is something akin to confiding in a sensible fellow professional.

Understandably, it’s a team of which, MD Kenny Hogg, is very proud: “I have been in the industry for over 17 years and can honestly say that I am filled with pride  whenever I listen to our team dealing with a claim. What is really pleasing is that they take genuine satisfaction in helping our clients with any problems that arise. From the client’s point of view, ‘one call does it all’ and this couldn’t be the case without the claims team”.

The customers certainly seem to agree: “Excellent service. Friendly and polite staff who know what they  are talking about” - Towergate MIA customer from Lichfield, Staffs, May 2009

Helping to manage risks

Where possible, Towergate MIA are firm believers that ‘prevention is better than cure’. They understand the risks faced by their clients and encourage them to actively manage these risks to minimise the chances of a claim occurring.

In order to tailor insurance to the specific requirements of each practice or laboratory, they regularly encourage their clients to complete a ‘risk stop’ questionnaire. Often, this proves a vital tool in highlighting areas where they could improve their security or insurance protection.

For example, there have been a surprising number of clients who have been victims of metal theft and these incidents have not usually involved the precious metals intended for dental application. Thieves take the metals from buildings and general infrastructure because of the ease with which they can remove them, and their increasing market value in the context of rising world metal prices.

This can result in a loss of trade for the premises, where malicious, indiscriminate damage has been caused to buildings, or where water damage, from theft of roof coverings or pipework, has taken place.

Customer claim satisfaction

During 2008, Towergate MIA’s claims team sent out 510 surveys asking clients to rate their performance.

The results were impressive, with an average rating of over 9 out of 10.

 

Question	Score out of 10
How easy was it to contact Towergate MIA about your claim	9.47
How easy was it to register your claim	9.51
How well did we clarify your level of cover	9.22
How well did we explain the process of making a claim	9.28
How accurately were the details of your claim recorded	9.35
How helpful did you find our claims staff	9.58
How knowledgeable did you find our claims staff	9.44
Speed of settlement	9.07
Overall, how well did we keep promises and commitments	9.21
Overall, how happy were you with your claims experience	9.34
Based on your claims experience, how likely would you be to recommend Towergate MIA to friends or colleagues	9.36
Based on your claims experience, how likely would you be to purchase other products from Towergate MIA	9.01
Average claims team score	9.32

 

Towergate MIA added value

Not all insurance policies are the same. The Towergate MIA surgery or laboratory policy is packed with added value like, for example, the Lorega loss assessor service, which is included as standard. In the insurance world, Lorega is a name that has become synonymous with outstanding value, because in the event of a significant claim arising like a fire or flood, a Lorega loss adjustor will be on the scene as soon as possible. They are sent to make sure the claim is processed in an ordered, professional manner.

Towergate MIA have raised the bar with its offering. For this part of the claims procedure they have also introduced loss assessors. These methodical, experienced workers can be invaluable at the scene of an incident, alongside, but independent of the loss adjustor, to guide you through the process and ensure you have the best chance of making a claim that truly restores your business to the state it was in before the incident took place.

This consideration of the finer details of claims epitomises Towergate MIA’s objective of providing dependable Insurance.

Quality and service

However, beyond bricks and mortar, Towergate MIA also recognises the importance of your dental laboratory’s professional reputation. As an insurer of many types of medico-caring businesses, they have experience of working with a wide range of practitioners and differing sizes of practice or laboratory.

Confidentiality and sensitivity are the watchwords of the Towergate MIA claims service and the excellent relationships that Towergate MIA enjoys with some of the leading insurers in the UK is nowhere more apparent than in the claims team. This effectively gives you access to a vast pool of knowledge and means Towergate MIA can be relied upon to deliver on their promises; pulling out all the stops to help you. When it comes to protecting your business, Towergate MIA policy offers high-quality cover that is backed up by a claims service that won’t let your business down.

This article originally appeared in the Dental Laboratory Journal, August 2009.