ILC ARTICLE

Rising Star interview with Maddy Cass, Claims Handler at S&G Response


1.Tell us about your role. What do you do, and what do you find most interesting about it?

I’m a Claims Handler at S&G Response. My main priority is ensuring all our customers have a seamless claims journey. To do this I make sure all motor claims are managed efficiently from the first notification of loss and that customers’ expectations are set from the beginning. What I enjoy and find most interesting is the liability aspect of my role. It’s like a puzzle that needs piecing together. I gain great satisfaction when I contact my customers to advise them liability has been accepted.

2.What made you want to work in this industry?

At the age of 18, I started my business administration apprenticeship with S&G Response. I had very little knowledge of the industry. Nearly 3 years later I have gained so much, and I am eager to keep learning more and have also been recognised through The Apprentice Academy’s Star Apprentice Awards which was a great achievement. In this industry we make a difference by helping people at a time when they need it most and that’s why I decided I want to continue my journey with S&G Response and in this industry. It’s very rewarding!

3.What do you see as the biggest challenge to your industry in the next year?

For me the biggest challenge to the industry is innovation in response to Covid-19. All businesses have seen a rapid change in how they operate, and the challenge now is ensuring that the changes made have longevity and are effective. I personally aim to uphold a first class customer service regardless of changing environmental impacts.

4.How would you like to see the industry improved next year / 5 years / by the time you retire?

I hope that the industry will continue to use the best of people and technology to continually improve and evolve the customer journey. Whilst technology in cars and the management of cases continues to improve, I believe there will always be a need for human interaction. We are in a unique industry in that the client comes to us in a distressed condition and forced into a process, they may not want to be in and/or may not have experienced before. Flexibility of customer service will also become more critical as a result of the diversity of generations driving. I have some customers who prefer to be hand held through the process and others who prefer to be kept up to date via text or email and it is important that we continue to accommodate their individual needs.

5.If you could give your 16-year-old self a piece of advice, what would it be?

If I could give my 16-year-old self a piece of advice it would be to say yes to every opportunity that arises.

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