Bedford, UK - Mayfair Online won three out of five of its category nominations in the 2021 national Insurance Choice Awards, announced this month by Smart Money People. The company was named Customer Service Champion, as well as Best Personal Insurance Broker, and Best Commercial Insurance Broker.

Back Row – Sian Dowrick (Customer Service), Amanda Spavins (Commercial Account Handler), Jordan Medwynter (Commercial Account Handler) and Claire Lilley (Customer Service) Front Row – Dale Clegg (Sales Executive), Guy Moliterno (Managing Director), Jill Kidd (Renewals Handler), Michelle Herd (Claims and Compliance)

The Insurance Choice Awards “put customers at the heart of the industry”; it is the only independent insurance awards where winners are entirely selected by customer vote.

 

At the Top Level, Mayfair Online has been commended as Customer Service Champion. 72% of the feedback received by Smart Money People about Mayfair Online was ‘People Related’, with the standout area being Customer Service.

“We are delighted to receive this particular accolade, because it is a direct and personal recognition of the work we do, from our own customers,” comments Guy Moliterno, Founder and Managing Director.

“It really means a lot, especially in the context of a pandemic, that our customers have noticed that our service levels have always remained at a very high standard.”

Personal service has always been a backbone of the Mayfair Online modus operandi, which has been operating since 1975.

“Our customer retention levels are very high; many of our customers have been with us for years, and connect with us on a first-name, friendly basis,” explains Michelle Herd, Claims & Compliance Manager.

“We’ve also worked really hard, despite the Work from Home directive and the service level reductions that many industries have been forced to apply, so that our customers have still received the same service, and been able to interact with us in the ways which they prefer.

“While many clients do use our digital channels, our older clients tend to prefer a face-to-face interaction with us, so we have an open and welcoming, but safe policy, with no mandate to use online services,” adds Michelle.

“When it comes to Claims, which can of course be an emotional and stressful time for any customer, we always try to operate from a place of empathy. As with any insurance, your policy is only as good as when you have a claim; how that claim is dealt with, how you as the customer are dealt with, can really make all the difference.”

In the Broker Specific category, Mayfair Online won a further two awards; Best Personal Insurance Broker and Best Commercial Insurance Broker.

Mayfair Online’s Personal Insurance offering has been honed over several decades into a very successful niche, focussing on high-net-worth assets, such as real estate and high-performance vehicles, where Mayfair Online offers very competitive packages.

“With the advent of online comparison sites, an independent broker such as ourselves would struggle to compete in the mass market,” explains Amanda Spavins, Commercial Account Handler.

“But these comparison sites do not cater so well to individuals or businesses with very specific needs. At Mayfair, we have built up our offering in those areas, ensuring that customers receive a tailored, personal service. And in doing so, we’ve also been able to attain very competitive rates for our customers.”

Mayfair Online commands a national clientele, with a strong base in Bedford’s local Italian community, and has been located on Bedford’s Lurke Street for over 20 years.

“New customers almost always come to us via recommendation,” affirms Amanda.

“With Personal Insurance, new enquirers tend to know exactly what they want, and are looking for the best price to meet their needs. However, in the Commercial sector, new enquiries tend to seek consultation – we find our expertise in this arena is needed to help the customer work out what exactly it is that they require, before we can find the best product for them.”

“A large part of our success as a business is that we take care of people – our customers, and also our staff,” adds Guy Moliterno. “Turnover of staff is very low, everyone works together as a team, and as a result, we are very efficient at what we do.”

The Smart Money People website allows customers to both vote and leave written reviews of Insurance providers. Overall, Mayfair Online’s Rating is “4.96/5 – Amazing”.

Customer reviews posted to the site include:

“My long term, go to, first choice broker.”

“I have been using Mayfair for many years now and have no plans to change. A first class, reliable service.”

“Got a great insurance deal and staff were very helpful.”

“Help to discuss the different options, they will always go above and beyond to make sure I am happy.”

“Mayfair offer an excellent service and the communication from them is very good.”

“You can rely on Mayfair Insurance to be professional, accurate and reliable.”

“I have used Mayfair for many years and their customer service and products are excellent. I am always made to feel valued, and the entire team are an absolute pleasure. Such a joy to deal with and take on the leg work - never fails to put a smile on my face!”

“Always on hand to help, can’t do enough for you.”

 

About Mayfair Online

Since 1975, Mayfair Online has delivered Personal and Commercial Insurance Services to its clientele over the telephone, online and face-to-face from its offices in Bedford.

Mayfair House 11 Lurke Street, Bedford, MK40 3HZ

Tel: 01234 242900

Email: info@mayfaironline.co.uk

Website: mayfaironline.co.uk