I must complain about the article in the December 14 edition of Money Marketing headlined, Complaining through CMC can halve compensation.
The data tabled by the Association of British Insurers is, from our experience, wholly inaccurate and has been produced with no regard to what we – the UK’s biggest claim company – are experiencing on a daily basis.
Because of our technical expertise and high case volumes, we make a massive difference to clients and consistently win them more than if they had done the claim themselves.
We win people more compensation because: l We have vast experience gained winning tens of thousands of cases for clients. l Life companies and the Financial Ombudsman Scheme repeatedly calculate compensation incorrectly. l We are aware of all the rules of the FOS scheme. Many decisions are based on the wrong interpretation of the rules by the FOS’s own adjudicators. l We have many cases where we have overturned FOS rejections – we know that consumers do not challenge FOS decisions l We get premiums returned if life cover was not needed (but was sold). l We get people’s premiums returned (where they were sold more policies than they needed). l We spot unfair trends and automatic rejections working against consumers, challenge them and overturn them. l We treat each individual case on its own merits (something that life companies and the FOS seem unable to do – with their pre-prepared range of standard reject letters).
The vast majority of consumers do not know how to navigate the above minefield themselves and it is not in the interests of the FOS or the life companies to go the extra mile to ensure that consumers get what they are entitled to.
So how can anyone claim to offer a better service than us? It is nigh on impossible to improve the professional processes we have perfected over the past three years, specifically designed to get the client the maximum compensation they are entitled to.
We consistently win around 90 per cent of the claims we take on. We consistently win more than 86 per cent more compensation on the thousands of cases we appeal. Yes, more than 86 per cent, almost double.
With around 100m won for consumers and many thousands of claims still in the system, Brunel-Franklin.com is doing enough business for our statistics to be entirely representative of the state of play in the sector.
We have not seen the full ABI data and I doubt that any journalists have bothered to ask for it, either.
The most revealing line in the ABI’s press release is buried away in the notes to editors: “The ABI is the trade association for Britain’s insurance industry. Its nearly 400 member companies provide over 94 per cent of the insurance business in the UK.”
I rest my case. The ABI figures simply do not stand up to scrutiny so we would appreciate it if you could inform your readers of the facts.
Corporate relations director, Brunel Franklin.com