Crusader Assistance | Meet the Management team | Claims Management | Focused on delivering excellent customer service.

Mark has over 17 years experience in the insurance and legal industry, staring at Churchill Insurance in 1993. From 1997 to 2004 he managed the personal injury department of a London based law firm.

In March 2004 he was instrumental in establishing a completely new, personal injury law firm based in The City. As Head of Operations, Mark played a key role in the support and development of leading insurance sector clients. In the second half of 2009 Mark became Group Managing Director of Crusader Group.
Mark comments:

“We have worked very hard at Crusader to consistently offer excellent service; we are well established, with a great set of committed agents. My role is to work with our agents and insurer contacts to locate other areas for us to support and add-value to our respective businesses. Crusader Connect is just one such initiative where we are essentially offering our sales and telephony expertise as an outsourced, outbound call centre facility. “

Anyone interested in Crusader Connect should click here.

Becky started out working for an insurance broker and has been in the industry since 1999.

Becky and her team deal with existing claims to ensure that these proceed as smoothly as possible, resulting in the fair treatment of your customers and containment of costs for all parties.

Having been voted a past Crusader Employee of the Year some might say speaks for itself, but Becky is also responsible for checking customer satisfaction, so you don’t have to take
our word for it.

“Being at the front end means that we’re always acutely aware of whether we’ve done a good job. I’m glad to say that my staff are rewarded regularly as clients repeatedly express their gratitude at the way we’ve helped them, in what can sometimes be a very stressful situation.”

Mandy’s ten and a half years within insurance began at the Corporation of Lloyd’s, moving on to a Lloyd’s guaranteeing broker, which later became part of Towergate.

Responsible for promoting Crusader to insurance brokers, Mandy produces all marketing material, including this site, our newsletter, email promotions advertising and events.

“It’s part of my job to produce compelling and attractive material that communicates our brand to insurance brokers, and in turn helps you to sell to your clients."

“Where possible I want to help our agents communicate with their clients, so tell us what you need? Similarly if improvements could be made on any of our existing material, your feedback would be greatly appreciated.”

Starting out as a Claims Handler and having worked for Crusader for 10 years Nicola really is a jack-of-all-trades. Her job role centres on broker liaison handling any queries to do with the running of the account, such as commission payments, service standards monitoring, broker staff training on claims and our products, plus overall product and account development.

“My job is very varied and that’s great because no two days are the same,

but the best part is that I get out and meet with brokers.

It’s important to know that the account is running smoothly; we’re providing the service that we’ve promised and that both parties are achieving their targets."

“Providing training for brokers means that I meet and deal with all levels of staff and not just the guy at the top, so you get a real insight into the business, which in turn helps me to ensure that we’re giving the best service possible.”

“My primary motivation is the desire to succeed by not accepting second best and providing a better offering than any of our competitors."

As far as claims are concerned the number one priority has to be the quality of our service, which ultimately can only be achieved by employing and keeping the right people.

The way that we speak to and deal with people who have suffered any kind of accident is incredibly important. At a time of distress it is our responsibility to get them back to the position that they were in, prior to the incident, as soon as possible. My view is simple: treat every caller as you would like a member of your family to be treated if they were in the same situation.

Not only do we employ good people, we train our staff to ensure they know what is expected of them. In return I want to be sure that they are being offered an interesting and rewarding career path. Bad practice with clients and poor service for insurers via inflated claims has no place in today’s market.

In the future I’d like to see our services offered to insurance companies and directly to the consumer market, as well as our broker clients.

As regards the industry our innovations have to exceed client’s expectations; to provide an all encompassing service, which is vital to the success of all.”

Natalie joined Crusader as claims handler in 2000; her excellent progression was interrupted by an Oceanography and Marine Biology Degree at Southampton University and she returned to us in February 2006.

Since then Natalie has gained a Masters in Human Resource Management and is an Associate Member of the CIPD; she is currently studying for her Advanced Certificate in Employment Law.

As well as human resources, Natalie is also responsible for putting new staff through a rigorous induction and training programme, as well as on-going development for existing employees.

“Naturally, the main focus of training is to ensure that our customers receive the best possible advice and help at all times. However development on a personal level is incredibly important; just as I was given
the chance to progress I want to see the same opportunities for everybody who works with us.”

Rob Hanson joined Crusader in March 2010 from Land Rover where he managed their call centre facility; handling customer enquiries, lead generation for dealers, sending out brochures/literature and any other telemarketing activity.

Robert now divides his time equally between Crusader Assistance and our new sister company, Crusader Connect.

As Crusader’s Call Centre Manager his main responsibility is call monitoring; making sure that all calls are answered on time and in the correct way.

Robert works closely with team leaders and uses call stats to ensure Crusader attains consistent scores for quality assurance.

“Our service is dependant on how we answer the phones –our call centre staff are excellent, it is what we do best and it’s my job to make sure that doesn’t change”.

For further details about Crusader Connect click here.

John joined Crusader six years ago in his present position of Operations Director, but with an additional seventeen years experience of personal lines within insurance broking he more than understands the pressures that you face on a daily basis.

As Operations Director he literally sees through the claim from start to finish and is responsible for the departments dealing with new claims, customer service, administration
and IT.

John is also involved in broker liaison and handles some of our bigger accounts.

“We’ve done a lot of hard work to develop the company into the dynamic, service-lead organisation that it is today. What I would like to see, especially for my team, is industry-wide recognition on the excellent service that we provide for our broker clients.”

Crusader Assistance | Meet the Management team

Crusader has a very strong and capable management team. Together they form a formidable team - focused on delivering excellent customer service.

Personal Assistant:
Clare Humphrey
t: 020 8744 4054
clare.humphrey@crusaderassistance.co.uk

“We have worked very hard at Crusader to consistently offer excellent service; we are well established, with a great set of committed agents."

Personal Assistant:
Clare Humphrey
t: 020 8744 4054
clare.humphrey@crusaderassistance.co.uk

“My primary motivation is the desire to succeed by not accepting second best and providing a better offering than any of our competitors."

t: 020 8744 4020
john.cosgrove@crusaderassistance.co.uk

“We’ve done a lot of hard work to develop the company into the dynamic, service-lead organisation that it is today. What I would like to see, especially for my team, is industry-wide recognition on the excellent service that we provide for our broker clients.”

natalie.hanson@crusaderassistance.co.uk

As well as human resources, Natalie is also responsible for putting new staff through a rigorous induction and training programme, as well as on-going development for existing employees.

t: 020 8744 4012
becky.sweeney@crusaderassistance.co.uk

Having been voted a past Crusader Employee of the Year some might say speaks for itself, but Becky is also responsible for checking customer satisfaction, so you don’t have to take
our word for it.

t: 020 8744 40XX
katie.port@crusaderassistance.co.uk

“My department takes a proactive approach and really tries to alleviate and identify any problems before they arise. What we do plays an important part in Crusader’s service offering, so we have to get it right.”

t: 020 8744 4061
charlotte.allen@crusaderassistance.co.uk

“First notification of loss is crucial in determining the success of a claim. Clients are often anxious and confused and the team is responsible for making sure that they get the right advice from the outset.

t: 020 8744 4025
nicola.walsh@crusaderassistance.co.uk

“My job is very varied and that’s great because no two days are the same, but the best part is that I get out and meet with brokers. It’s important to know that the account is running smoothly; we’re providing the service that we’ve promised and that both parties are achieving their targets."

t: 07903 686898
mandy.bush@crusaderassistance.co.uk

“It’s part of my job to produce compelling and attractive material that communicates our brand to insurance brokers, and in turn helps you to sell to your clients."

Katie's team deals exclusively with existing claims to ensure that all queries, issues and sometimes problems are dealt with as quickly as possible.

“My department takes a proactive approach and really tries to alleviate and identify any problems before they arise.

In practice this means that claims are closely monitored in line with what our suppliers are doing. Calls and their holding times are also monitored to ensure that we strictly adhere to service level agreements with our brokers.

What we do plays an important part in Crusader’s service offering, so we have to get it right.”

Charlotte joined Crusader Assistance in April 2004 as customer service advisor, since then she has gained valuable experience working for all the departments within the company. Charlotte has literally managed every team at one time or another, so was a natural choice to take on the new role of Crusader Connect Call Centre Manager and the First Notification of Loss Team.

“I also look after the outbound call centre which is responsible for lead generation and actively promoting our Add On products to our brokers and clients. Accuracy, product knowledge and the right attitude is essential to making sure that clients are happy and benefit from the services we offer.

“Call monitoring is an important function of this and more so for Crusader Connect. Selling, getting the best results and providing an all round good service is dependant on how we make calls –our call centre staff are excellent, it is what we do best and it’s my job to make sure that doesn’t change.”


	Full Claims Management
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	Motor Legal Expenses
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	Family Legal Expenses
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	Excess Protect & Reward
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	Motorcycle Helmet & Leathers
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	Windscreen Replacement
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	Replacement Vehicle
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	Motor Breakdown
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	Key Protect & Recover

A trading name of Crusader Uninsured Loss Recovery Services Ltd. Incorporating Centurion. Authorised and Regulated by the
Financial Services Authority (FSA).
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