Touring caravan and motorhome customers are highly satisfied with the service they receive from Caravan Guard, according to the results of our recent survey.
A huge thank you to everyone who took the time to complete our survey a few weeks ago. It was really helpful to hear what matters most to you, as well as how well you think we’re doing at everything from getting a quote to making a claim.
We meant what we said, and we’ve been busy analysing the results so we can work on improving the things that make the biggest difference to our customers.
What did we find?
We were pleased to hear that on average, our touring caravan and motorhome customers rated their overall satisfaction with Caravan Guard as 9.1 out of 10. It sounds like most of you find it easy to get in touch when you need to, scoring us an average 9.0 out of 10, and we’re delighted to hear renewing your policy with us is easy too, with an average score of 9.3 out of 10.
However, we know we’re not perfect and believe there’s always something we could be doing better. We’ve made an extra effort this year to take a more detailed look into your feedback and from this we’ve identified a few areas we’ll be focusing on to make some changes in the next few months.
We realise you never really know how good your caravan or motorhome insurance policy is until you need to make a claim. In the last 12 months, claimants rated our claims service as 9 out of 10* on average, but the survey told us that we need to make our relationship with our underwriters much clearer.
Our touring caravan and motorhome insurance policies have the benefit of being underwritten by a leading UK insurer, RSA – this means that if you ever have to make a claim, RSA’s specially trained team would take care of things and pay out any settlement. That’s not to say we’re not here to help – Caravan Guard still have a dedicated claims liaison team at our Halifax headquarters who will always help with any problems or issues that crop up. But our close partnership with RSA puts us in a strong position so you can be sure we’d be able to deal with even the biggest catastrophes.
To make our relationship with RSA clearer, we’re already working to improve our claims communications, letting you know what’s likely to happen and what we need from you to keep your claim moving. In the coming weeks, we’ll also be adding some new FAQs on to our website and a dedicated section where you can find out more about what happens if you need to make a claim.
We recognise that occasionally claims take longer than expected to settle for various reasons, but we’re working closely with RSA to try and improve our processes, as well as the communication you receive about the progress of your claim.
Another key theme the survey highlighted was about how we handle things when you have a problem, or on the occasion that something has gone particularly badly and you want to make a complaint. Unfortunately, those of you who’ve had to do this weren’t quite as satisfied as you were in other areas. Sometimes things do go wrong, but we want to make sure we’re putting things right and making sure we deal with things quickly and fairly.
Based on your feedback, we’re planning to look more closely at this area, which will involve doing a little more research into where things are going wrong and how we could make things better. We’re always happy to try and resolve any specific issues immediately, but rest assured we’ll be making improvements to our processes and systems over the coming months.
Although we’ve still got work to do, we pride ourselves on brilliant customer experiences and last year were crowned winners of the Customer Service Award at the UK Broker Awards. But we still believe we can improve and will continue working to make things better for our customers.
Prize draw winners
To thank you for your time, many of you entered our prize draw to win one of five £50 vouchers.
Our lucky winners have now all been notified and have received their vouchers, including Linda Sleeman from Lincolnshire, Steve Bessant from Pembrokeshire and Margaret Critchlow from Cumbria. Congratulations!
With almost 13,000 of you taking part in the survey, there’s still more for us to do to identify other ways to improve our products and service. But rest assured we really value your feedback and our dedicated team are looking carefully into all your comments.
In the meantime, we’re always happy to receive feedback and suggestions. Please feel free to get in touch or why not leave a comment below.
*9 out of 10 overall claims satisfaction survey statistic based on 841 claims feedback survey responses received between April 2018 – March 2019.