Promises must be backed up by actions.
‘All of us at Castelan would like to wish you a very happy 2024 and we hope that it is also a prosperous and, more importantly, a healthy one for all of us,’ says Martin Napper, Castelan Group ceo.
‘2023 was another year of solid performance for Castelan as we continued to demonstrate our ability to deliver the very best compliant schemes to ensure that we are able to provide the best possible outcomes for your customer and a service that meets their – and your – expectations.
‘The past 12 months have also seen continued focus from the FCA on various sectors of general insurance, and furniture protection plans are very much part of that focus. Our clients, therefore, look to us as the experts to provide all the necessary advice and tools to be able to ensure they are acting in the customers’ best interest at all times. We have the teams in place so that we can continue to monitor this important element of warranty provision.
‘As with any promise made at the POS, it must be backed up by actions when it comes to the point of need for the customer. We answer 90% of calls within 20 seconds and only 0.5% of calls to us are abandoned. Customers don’t want to wait too long on the phone either and our average wait time of 10 seconds means they won’t.
‘As well as our claims handlers, our Furniture Care Network is the skilled team that visits the customer to put things right. We have more than 100 technicians covering all areas of the UK and Republic of Ireland, delivering an average lead time of five working days in most areas. This is the kind of service that your customer has come to expect and we are committed to growing our network of technicians as the volume of our work increases. We make 120,000 home visits per year and are experts in all types of furniture products and repairs.
‘No doubt 2024 will bring its own challenges but we stand ready to meet them and support our clients with the attitude that actions speak louder than words and we would be delighted to speak to you to show you how.’
