Building a specialist insurance team

15th April 2019
Explaining how to care for surface repair

Here at Plastic Surgeon we work across all sectors from insurance, to construction and many in-between. Our insurance division however is one of our fastest growing, having enjoyed significant growth in the last five years.

Our dedicated insurance team comprises of field-based specialist finishers, project managers and office staff who have the experience and skills required to deliver a quality service.

Three years ago, we appointed head of insurance services Chris Edwards.  Chris joined Plastic Surgeon with a vast experience in insurance having worked in a wide variety of roles within the claims sector for one of the country’s leading insurers, loss adjusters and claims management companies. He is joined by insurance team leader Leanne Clifford and her excellent team of claim handlers, bringing many years of insurance sector expertise.

An industry with a unique set of requirements

We also recognised – due to the unique nature of the industry – the very different skill set required by its insurance finishers. Gary Danson, operations director at Plastic Surgeon explains:

“The insurance market is incredibly different from the other sectors of our work, for example, the construction industry. Here you are on a building site, working alongside other trades people and not dealing with the general public.

“In the insurance sector you are dealing directly with the customer, and the main challenge here is the education piece to policyholders on what we are able to achieve and the benefits of repair. We also recognised very early on that our insurance finishers required additional training to cope with the challenges that insurance claims bring, policy validation, fraud identification and working alongside other companies to complete the job on a large claim are just a few examples.”

Specialist training

In order to ensure we had a specialist team in place, we designed a specific training and development programme for our insurance finishers, enabling them to understand fully the insurance process and explain to policy holders the fantastic benefits of the repair option.  Benefits include, the reduction in the time taken getting their claim sorted, the lack of disruption, convenience, the impact on their insurance premiums and the sustainability benefits of a repair approach.

Chris Edwards, head of insurance at Plastic Surgeon added: “Our finishers have to fully understand the insurance process in addition to the benefits of our approach, to enable them to have these conversations with our customers once they are working in their homes.”

Formalised qualifications

We’ve also introduced other initiatives to assist our insurance sector finishers. This includes a formalised qualification – working alongside our in-house training department – we have developed an NVQ to award finishers a completely specific qualification. In addition, we’re working closely with the BDMA to develop our training and development as we work closer with their members as part of the wider restoration industry.

Chris concludes: “Our insurance division is continuing to grow as insurers realise the benefits of a restoration v replace approach to claims. Our finishers are the key to driving this message on the ground to policy holders so, that in the future, this education piece will be far reaching, and customers will see repair as the norm.”

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