COAST INSURANCE CASE STUDY

THE CLIENT

Coast Insurance are a family-run insurance broker providing specialist touring  caravan insurance, static caravan insurance and  park home insurance. They have over 25 years’ experience and a reputation for providing great value insurance cover through a fast and friendly service.

Coast Insurance came to USMAART in June 2022, through a recommendation from an existing client of USMAART’s. USMAART took an exceptional amount of time to understand the intricacies of Coast Insurance and the service they wanted to provide. Coast’s main priority was to uphold the reputation of their fast, friendly service whilst maintaining their competitive edge and of course increasing sales.

THE GOAL

Coast Insurance expressed that their main goal was to convert leads into sales and generate revenue.

THE SOLUTION

USMAART  worked on Coast’s  behalf to find an outsourcing partner that was not only the right fit from a cost perspective but also culturally. One area that was of high importance, was to find a partner that were FCA approved and  understood insurance and the demographic of Coast’s loyal customers.

Found the ‘perfect partner’ for Coast Insurance, They are FCA approved and now an appointed representative of Coast to transact the full life cycle of their policies. The chosen partner is also ISO 9001 and 27001 compliant as well as PCI DSS Level 1. The scope of service provided is both inbound and outbound sales along with renewals, mid term adjustments and cancelations through both voice and on-line channels.

Coast Insurance expressed that their main goal was to convert leads into sales and generate revenue. This was heard loud and clear by both USMAART and the outsourcing partner. USMAART have closely listened to Coast Insurance requirements as they have developed throughout our relationship with them.

We have since enabled the operation to grow with the outsourcing partner, in addition to improving management. A key takeaway from this operation has been the significant improvement in reporting and lead utilisation. Not only that but we have continually encouraged the implementation of incentives for staff to ensure the operation has an upbeat atmosphere with the values of the client and brand at the heart of it.

We continue to be involved in the operation through continuous attendance to weekly, monthly and quarterly business reviews acting as a trusted partner to both Coast Insurance and the outsourcing partner.

 

The USMAART service is all about ensuring that clients and outsourcers get the ‘white glove’ treatment throughout the whole process.