Private Clients
QuestGates’ Head of Private Clients, Nicola Sutton, has recruited and developed a diverse team of High Net Worth loss adjusters with the attitude and aptitude to deliver a great customer experience.
We put the customer at the centre of everything that we do, alongside strong control of indemnity spend with the further option to engage our Gold suppliers to support your customers – a panel of suppliers specially selected for their proven track record in delivering an exceptional service to high net worth customers.
Nicola Sutton
Major Loss and Private Clients Director
ACILA
Tel: +44 (0) 7860 503 245
The customer sits front and centre of every decision that we make. From the recruitment and training of staff, to designing processes and procedures and selecting our Gold suppliers, we always ensure that the delivery of strong customer experience is of the highest priority, and we review, monitor and measure this rigidly throughout the claim process.
From the moment we receive a claim we strive to provide a personalised experience for each customer, insurer and broker. We recognise that what is important to each customer changes throughout the journey of the claim, and our adjusters and concierge are in constant communication with your customer to ensure that we always focus on what matters most.
Our ‘Hand Picked For You’ approach starts from the moment we receive a new claim. We hand pick a concierge and adjuster to meet the needs and requirements of each customer and their claim, with every aspect of the process subject to peer review to ensure that we deliver the level of service to which we aspire. We also Hand Pick additional resources to support the customer, which may include a Heritage surveyor, Structural Engineer, or a Gold Supplier to form our Customer Response Team.
We work with each insurer client to uniquely understand your approach and philosophies and ensure that these are adopted at every level of our claims management structure so that our team act as a true extension of your own, delivering a customer experience you can be proud of.
With an NPS which is always above a world class +80, complaint levels of well below 1% and compliments on 30% of claims, you can be assured that your customers are in safe hands.