8th November, 2021

After 13 weeks of suspense and prolonged excitement, we’re delighted to announce that we’ve achieved the ‘Best Overall Insurance Broker’ title for the Insurance Choice Awards 2021.

We recognise that these awards are voted for by our customers, so we’d like to say a very special thank you to all of you who took the time to support us.

When we consider the difficulties experienced by all over the past year, it’s truly rewarding knowing that you value us enough to vote us your ultimate broker, so once again – thank you.
 
Here at One Call, we put our mantra ‘going the extra mile with a smile’ at the forefront of everything we do – daily. This ranges from our consumer conversations, to our inspirations and motivations behind the scenes and goes hand in hand with our company mission statement ‘Ensuring good consumer outcomes is at the heart of our culture’.

We thought we would take a moment to provide an overview of our highlights and what has been appreciated by you during this past year.

Customer cuddles

It may sound corny, but here at One Call (and across our wider businesses), we’re committed to providing what we call ‘customer cuddles’.

In essence, this is a metaphorical cuddle. One which encourages our staff to speak up on your behalves and make suggestions for how we can make your lives easier.

For us, customer cuddles come in all shapes and sizes – here are a few examples of our 2020-2021 highlights:

- We upgraded all keyworkers to our gold breakdown membership throughout the pandemic, so that they would not need to worry about the threat of breaking down and being unable to get to work
- We also provided payment holidays for those who needed one and automatically covered our home insurance customers should they have needed to work from home
- We negotiated discounts of as up to 15% for both new and renewing customers
- Most recently, we’ve set up a dedicated team for vulnerable customers and bereaved family members

Innovative developments

For us, we’re all about giving back and improving customer experience.

We’ve developed our customer portal so that you can manage your policies in less time, whilst saving more money. We’ve also recently launched our portal app to ensure that we’re always in the palm of your hands when you need us.

It makes us so happy to know that over 30,000 of you have downloaded our portal app – this is a number that keeps on growing and the reception received is outstanding. 

Of course, all of our motor insurance customers receive our roadside and recover breakdown membership for free alongside their policy. With this, we’ve rescued over 12,000 of you.

We’re currently working on a new payment method – FuturePay - that will allow you to benefit from the discounts provided when purchasing early, without the need to pay weeks in advance. We can’t wait to see how this will help moving forward.

So, where are we at now?

It’s uplifting to see that our hard work has not gone unnoticed.

Your loyalty continues to amaze us. In the past year, we’ve seen our customer retention levels increased by 5.2% - meaning that more and more of you would prefer to renew your policy with us – this is amazing. This has further accounted for a 7% increase in our overall number of live policies.

On top of this, you continue to provide us with the best customer feedback which we appreciate also. We’ve seen our customer satisfaction rating improve massively on the likes of major review platforms Reviews.co.uk, Trust Pilot and Google.

With the above in mind, we’d like to end with one final thank you for your continued support and ongoing loyalty – it means the World.
From the One Call Family.