Case Study

Transferring a policy & providing excellent customer service, where it had been lacking

Used car sales & evolving market

“We couldn’t contact our existing broker to make changes to our stock levels as the second-hand vehicle market grew over the pandemic.

Ascend were contacting us at regular intervals throughout the policy, not just at renewal, and consistently provided advice, making the decision to transfer our policy to them an easy one.”

Sector: Transferring a policy & providing excellent customer service, where it had been lacking

Sub Sector: Used car sales & evolving market

The Problem:

The client wanted to make changes to their existing cover and discuss the current motor trade market, but they couldn’t make contact with their existing account executive.

  • Lost confidence in their broker
  • Unable to adjust their cover
  • Slow response times

The Solution:

Ascend became a local reference point for the client throughout their policy, as our offices are local to their business premises. We visited the client face-to- face a few times, informally. Trust was built, and the client decided they wanted us to look after their existing policy.

Once we received a signed letter of appointment from the client and were officially appointed, their account executive arranged a review of their existing documents.

Consultant: Steven Gillespie

Steven.gillespie@ascendbroking.co.uk