As a specialist independent provider of expatriate health insurance plans William Russell has a specific customer-base in a highly competitive market.
Key to success is the importance it places on customer service. So it hosts regular surveys to ensure customers have their say.
In the most recent survey, 100% of customers said that the speed of initial response concerning their claim was quick and efficient which left them totally satisfied.
96% stated that they were satisfied with the length of time it took to settle their claim. Claims can be settled and paid directly to a bank account or credit card in most local currencies.
But the most telling statistic for William Russell is 100% of customers stated that they were totally satisfied with the service they received. So, every person who had dealings with William Russell was satisfied with the high levels of service they received.
Beverley Hawkins at William Russell says: "The real test is when you need to make a claim. Our claims team members are highly trained and extremely customer focused. We want to offer our clients a very personal service, rather than a call centre approach. We really care about what we do and about making the claiming process as stress free as possible.”
As well as providing a highly personalised approach to customer service, William Russell provide direct settlement of in-patient claims, so policy-holders will not have to pay a large hospital bill themselves.