Process for Success Mark Pallas 12

happen overnight. It involves a strategic plan that comes together over many years and is underpinned by that consistency that comes with employees adding value to the process over an extended period of time. “Step by step, account win by account win, each new broker helps with that juggernaut effect after you get it rolling on day one. “But that’s not to take the focus off those accounts who we’ve worked with for a number of years. They’re still with us and hugely important. They stay with us because we are the best in class, we do what we say we’re going to do. “A road traffic accident is not a nice thing to happen, nor is it pleasant to deal with the fall-out of it, but we provide the best service out there, it’s as simple as that.” The process has been scrutinised over a number of years to deliver for the client, maximise efficiencies and, crucially, cut any excess time throughout the claims journey. It’s why Winn Group moved to a truly 24/7 operation, and not the token gesture offered by some in the industry. He continued: “It is extremely difficult to go 24/7 and that’s why more companies in the sector aren’t doing it.

“But we’re seeing the benefits, and the accounts we work with, and their clients, are appreciating the benefits. “We have all the tools within Winn Group to provide every service for a road traffic accident and that is immediate. “Telematics is of paramount importance to this. For example, if the client has an accident that is serious at any time, the telematics team outbound them and if the client doesn’t respond, the team has the skill-set to read the algorithms and what the data is telling them. “They’ll deploy the emergency services and this will begin a chain of events that may prove life-saving in certain circumstances. You can’t

“THE REASON WE HAVE GOT TO WHERE WE ARE IS THE PEOPLE WE HAVE IN THE BUSINESS.“

undervalue that immediate response that our team offers round the clock. Rather than simply saying Winn Group is best in class, senior management sought to prove it through the client journey across thousands

of claims, a strategic choice that has delivered multiple awards including Claims Management Company of the Year for successive years at the Personal Injury Awards. It has resulted in a near-perfect Trustpilot rating – a site dedicated to clients and customers reviewing businesses they’ve engaged with – that has bested competitors, with thousands of glowing endorsements of the client care from Winns. It is this that provides Pallas and his team with the ammunition to go after new business, something that has been achieved incredibly successfully over the years. He added: “The process is what insurance partners buy in for, they want the best for their customer in an era where everything is about quality and standards and being held to those standards. “If you go for a meal in a new restaurant, you read a review before choosing it; if you go on holiday to a new place, you’ll read a review of the hotel before deciding; if you want to do anything you haven’t done before these days, you read a review. It’s the most honest form of quality checking as it is undertaken by the client. “With our Trustpilot rating, which is based on over 6,300 reviews with a 94% great or excellent rating, we prove we’re best in class.”