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

Becky started out working for an insurance broker and has been in the industry for nine years.

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.”

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.

Secretary:
Clare Griffiths
t: 020 8744 4054
clare.griffiths@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.”

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

“It is generally accepted that first notification of loss is crucial in determining the success of a claim; clients are often anxious and confused and my team are responsible for making sure that they get the right advice from the outset."

t: 020 8744 40XX
charlotte.allen@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 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 has worked for Crusader Assistance for over eight years, gaining invaluable experience in all departments, before coming to new claims. As overseer of the team that deals with both first notification of loss and outbound personal injury calls Katie has a very important role.

“It is generally accepted that first notification of loss is crucial in determining the success of a claim; clients are often anxious and confused and my team are responsible for making sure that they get the right advice from the outset.

I regularly monitor calls to guarantee a quality service and ensure the correct referrals are made following that initial call.

I also look after outbound personal injury calls on behalf of insurers that we work with; once again accuracy, knowledge and the right attitude is essential to making sure that clients are happy.”

Charlotte manages a twelve strong team who deal 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.”


	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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	Motor Breakdown
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	Windscreen Replacement
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	Replacement Vehicle
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	Keycare

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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