corporate overview where customers come first

Transcription

1 corporate overview where customers come first 1

2 Welcome to ALPS This Corporate Overview is designed to give you an insight into ALPS and an overview of the range of products and services we provide. ALPS was founded in 1998 and has a wealth of experience in delivering legal expenses solutions and additional products, backed by an award winning service and strong focus on innovation. We understand the importance of listening to our customers to create products and services which meet the demand of a varied client base. One of the key values in the organisation is that our people are our business, internal investments in a structured staff training program enables us to deal on a personal level with our clients and offer vital support and advice. In 2013 after many years of legal experience within the group, we created ALPS Legal Practice. The team at ALPS Legal Practice are multi-disciplined and cover the following specialist legal services: road traffic accidents, family law, conveyancing, wills & probate, landlord & tenant, commercial and contract disputes. 2 where customers come first

3 Award winning service Entrusting your clients to the service provided by a business partner is something you need to get right. With the award winning teams at ALPS and ALPS Legal, you re in safe hands. Three times finalists in the Insurance Times Claims Excellence Awards for Outstanding Claims Management Team of the Year and winners of the Insurance Times Award for Service Provider of the Year. Schemes specialists Businesses and individuals have differing needs, therefore our belief is that products and services should not always be off the shelf. We have a wide network of underwriting facilities and the flexibility to create schemes which deliver true value to a varied client base. Every step in the creation of scheme based business is carefully planned, from product research, the fine detail of the policy wording, policy fulfilment and provision of regular, informative management information. Whether you are reviewing an existing scheme or looking to create a new scheme, we d love to hear from you. Call us on or schemes@alpsltd.co.uk where customers come first 3

4 ALPS communic8 ALPS Communic8 is a comprehensive and intuitive online portal which makes doing business with us a slick and efficient experience. This platform has been derived and enhanced from client feedback and delivers the following features & benefits: Secure access available 24/7, 365 days a year New claims notification form with upload facility for images and other relevant documentation Access to live, real-time notes of motor claims being managed by ALPS Legal Practice Instant access to claims documentation related to each case being managed Online policy fulfilment with wordings and schedules provided in PDF format Policy renewals and adjustments conducted online with instant access to updated documentation View and download your latest Account Statement Control Panel access via additional password which allows retail rates to be set, and cover types customised Full reporting suite providing users with product sales analysis and margin reporting Access to customer satisfaction survey results with a breakdown of feedback provided by your clients SMS facility to send emergency helpline numbers to clients. Multi policy fulfilment options for motor fleet and landlord portfolio business to maximise efficiencies 4 where customers come first

5 Sketch Plan Auto Legal Protection Services Ltd, P.O. Box 115, Congleton, CW12 3FL Authorised and regulated by the Financial Conduct Authority Marketing Support To help promote the range of products and services on offer to your clients, ALPS provide a full suite of marketing literature. From flyers to include in renewal invitations to glovebox accident report forms with keyfobs and membership cards, you are equipped with the right tools to help you promote the cover options to your clients using client friendly terminology to help you remain compliant and raise awareness of the additional cover afforded to them. road rescue Training & Compliance In an age where the FCA are placing huge importance of maintaining a compliant sales process, can you afford not to listen to the help and support of our office based Telephone Support Team and the practical on-site training provided by our field based Business Development Team. We have invested in structured staff training programs and keep a close eye on reform within the market, so that we can provide you and your business with invaluable advice and guidance to help you deliver products and services to your clients which add value. To speak with a member of the team about training or compliance support, please contact us on or via to: sales@alpsltd.co.uk With ALPS Motor Claims Service you can rest assured that our experienced team are on hand to get you back on the road as quickly as possible. We don t believe in confusing touch tone telephone menus or frustrating queues to speak with us. We believe in answering your call within ten seconds and efficiently managing all aspects of your claim on your behalf, to minimise disruption to you. Below is a list of the some of the services which may be available to you: Legal Expenses Policy Like for Like Replacement Vehicles Injury Compensation for the Driver and Passengers glovebox accident report form Choice of Repairer Recovery of Uninsured Losses Breakdown Cover available from Roadside Assistance Local or Nationwide Recovery Homestart European Cover Misfuelling Cover Cover for Cars, Vans, Motorcycles, Taxis, Driving Instructors & Classic Cars Cover for Caravans & Trailers Cover for vehicles up to 7.5T in weight Specialist Legal Advice Dedicated Claim Handlers You Choose How We Communicate With You Direct Telephone Line To Our Claims Team By choosing ALPS Motor Claims Service, all your legal fees are paid and there are no deductions from your or any passengers settlement. Authorised and regulated by the Financial Services Authority IMPORTANT Please keep this document safely in the glove compartment of your vehicle in the event of an accident call enquiries@alpsltd.co.uk membership card in the event of a breakdown call For assistance in Europe, please call where customers come fi rst Fax: enquiries@alpsltd.co.uk where customers come first 5

6 Why Choose ALPS? One of the primary reasons for the growth of ALPS in recent times is a team commitment to a service first approach and flexibility in the way we engage with our brokers and their clients. Below are just a few examples of brokers who are benefitting from choosing to partner ALPS: We have been very loyal to our former provider for many years which is a reflection on how KTIB values strong business relationships. We also realise that if something better comes along we have to consider the options to ensure that our clients continue to receive the best possible service. That is why we made the decision to change provider to ALPS. Darren Easton, Claims Manager, Knowlden Titlow Insurance Brokers It is important that we are kept up to date with the progress of claims and we find their website very informative and easy to use. ALPS do what is best for our clients and that s exactly what we are looking for. We look forward to continuing our working relationship with the ALPS team. Lee Coughlan, Partner, Coughlan (General) Insurance Bureau Would I use anyone else? I couldn t run the risk of poor service, our renewal retention is in the low 90% area and I attribute part of this to ALPS. Jeremy Pace, Managing Director, Pace Ward (Regional Chairman Broker Network) We have a commitment to our customers that only the right motor claims handling provider could match and I m delighted to have found that in ALPS. We looked at the market carefully to find a service that would be tailored to our needs with dedicated teams handling our customers needs; importantly the team at ALPS interacts closely with our own in house claims team to deliver a service we are proud of. Mark Davenport, Claims Manager, Alan Boswell Insurance Brokers 6 where customers come first

7 ALPS Motor Legal Expenses Motor Legal Expenses and Claims Management is a changing landscape thanks to a number of recent legislative developments. One thing which hasn t changed is a commitment by ALPS to providing a comprehensive before the event motor legal expenses policy. We offer a range of efficient solutions for policy fulfilment to keep administrative duties to a minimum. Cover includes: 100k limit of indemnity EU Territory Cover Motor Prosecution Defence Motor Contract Dispute Cover Range of policy fulfilment options including online policy management and block or master policy arrangement Dual branding or full white labelling opportunities. ALPS Complete ALPS Complete provides a total peace of mind motoring solution which brings together a comprehensive Motor Legal Expenses policy and provision of a replacement vehicle in the event of a fault accident, theft, fire or total loss scenario for up to 14 days. ALPS Complete provides the following cover in addition to the cover afforded by ALPS Motor Legal Expenses: Choice of Vehicle Categories A choice of either a small hatchback (S1) or short wheel base van (PV2) policy 14 Day Cover - Provision of a replacement vehicle for up to 14 days with an option to extend this period at reduced rates where required Up to Two Claims - Cover for two claims throughout the policy period up to a maximum aggregate total of 14 days Upgrade Options - Options available to upgrade the category of vehicle provided at preferential rates. comprehensive legal expenses 7

8 Delivered by ALPS Motor Claims Service Are you delivering an industry recognised motor claims service to your clients? Whether your preference is to fully outsource your motor claims function or to manage claims via an inhouse claims team, ALPS and ALPS Legal Practice can provide a solution to add value to your proposition. Thanks to the formation of ALPS Legal Practice, every step of the claims journey is handled under one roof. Experience tells us that clients like to be looked after by a dedicated team, without the need for the involvement of multiple providers. The service delivers the following benefits: Specialist legal adviceline Options for full claims management including both fault and non-fault claims 24/7 access to detailed notes on every claim via secure login to our broker web portal - Communic8 Recovery of uninsured losses Free glovebox accident report forms and membership cards or keyfobs Like for like replacement vehicles Choice of vehicle repair options Dedicated claim handlers - one person manages each claim from start to finish All liaison with insurers carried out on your behalf Calls answered within ten seconds Fleet management, including options for risk profiling, driver training & detailed claim reports Customer satisfaction questionnaires carried out at the end of each claim Discounted rates on all ALPS products & services for brokers who choose ALPS Motor Claims Service We are an extension to your team - you choose how we communicate with your clients. 8 customer focused claims management

9 ALPS Auto Replace Clients involved in a non-fault road traffic accident are provided with access to a like for like hire vehicle, but what about those clients who are unfortunate enough to have been involved in a fault accident, theft, fire or total loss situation? With ALPS Auto Replace, you have the opportunity to provide clients with a true peace of mind addition to their motor policy, with up to 28 days access, to a replacement vehicle which is suitable for their needs. Choice of Vehicle Type Clients have freedom of choice to select a policy to provide them with access to one of the following vehicle types - Class A (small hatchback), Class E (family saloon), SMCV (small commercial van), LGCV3 (large commercial van) and dual control vehicles Choice of Cover Duration Option to select either 7, 14 or 28 days access to the hire vehicle Dedicated Claimline Claimline manned by operatives who will take details of your claim and organise a replacement vehicle Multiple Claims Up to 2 claims are possible throughout the policy period up to a maximum aggregate of the number of days applying to the policy chosen Nationwide Cover The policy provides cover throughout Great Britain & Northern Ireland thanks to an extensive hire network Mandatory Options Mandatory options are available with reduced net rates Product Bundling Options Options to package this product with ALPS Motor Legal Expenses & Claims Service at reduced net rates Bespoke Scheme Facilities Schemes for vehicles other than those listed can be catered for. Contact us with your requirements for a quotation Communic8. Policies can be incepted, renewed, amended online with immediate access to policy schedules and wording Auto Replace sales in renewal invitations. giving you true peace of mind 9

10 ALPS Motor Excess Protection ALPS Motor Excess Protection Insurance provides the client with an opportunity to safeguard themselves against the cost of their motor insurance excess in the event of a fault claim or a delay in third party payment. Clients are provided with a choice of aggregate limits to allow them to select the right level of protection for their needs. Simple Claims Procedure To make a claim on the policy, a simple claim form is completed online supported by proof of the excess payment Business Use Included Cover is provided for social, domestic, pleasure and commuting PLUS personal business use Hire & Reward Option Options available for vehicles used for hire and reward purposes Choice of Aggregate Limits Clients have the freedom to choose the right level of protection, thanks to three different limits to choose from - 300, 500 or 1000 Cover for Vehicles up to 3.5T Wide range of vehicle types covered, including vehicles designed to carry up to 7 passengers and up to 3.5T in weight Motor Fleet Option Motor Fleet risks can now be covered by ALPS Motor Excess Protection. Fleet risks can be covered with varying indemnity limits up to 10,000 and covering up to 30 drivers New Motor Trade Option Motor Trade risks are now eligible for ALPS Motor Excess Protection with indemnity limits of up to 7,500 and covering up to 20 drivers Communic8. Policies can be incepted, renewed, amended online with immediate access to policy schedules and wording ALPS Motor Excess Protection sales in renewal invitations. Third Party Delay Cover If your client is unsuccessful in recovering the cost of their excess from a third party following a valid claim after a period of six months, we will automatically reimburse their excess 10 cover your excess

11 ALPS Tools in Transit They say a bad workman always blames his tools but even a good workman can t blame his tools if they have been stolen or damaged whilst being loaded or unloaded from a vehicle. ALPS Tools in Transit cover provides peace of mind to workmen and women to quickly enable them to replace valuable tools in the event they are lost, stolen or damaged. Simple Claims Procedure With claim lines operating 24/7, our team are on hand to guide clients through the claims process and provide them with all the information they need to make a claim on the policy Cover For Damaged Tools Cover afforded in the event tools are damaged whilst being loaded onto, housed upon or unloaded from the vehicle Cover for Theft Unlike many other policies, clients may be covered in the event of their tools being stolen, even when the vehicle is unattended (Restrictions apply, please see policy wording for full terms and conditions) Choice of Indemnity Limits Indemnity limits vary from 500 worth of cover, up to a maximum of 10,000 which provides clients with the ability to tailor cover to their needs Communic8. Policies can be incepted, renewed, amended online with immediate access to policy schedules and wording ALPS Tools in Transit in renewal invitations. protect your tools 11

12 Delivered in partnership with ALPS Road Rescue ALPS has many years experience in providing a comprehensive range of road rescue solutions to brokers and their clients. By listening to the needs of brokers and customers, ALPS is dedicated to continual development of a quality range of Road Rescue services, delivered by our interactive, online management system - Communic8. Range of Cover Levels ALPS Road Rescue is offered with a wide range of cover levels to meet customer requirements with options for local and nationwide recovery, homestart and European travel Misfuelling Cover If you put the wrong fuel into your vehicle, we will arrange for the tank to be drained, flushed and refilled with ten litres of the correct fuel Generous Vehicle Dimensions Our up to 3.5T scheme allows vehicles up to 7m in length, 2.25m wide and 3m in height. These dimensions increase on our up to 7.5T scheme to 8.5m in length, 2.5m wide and 3.5m high Wide Range of Vehicles Covered We have a wide range of options to cater for cars, motorcycles, vans, hire & reward, couriers, self-drive hire, driving schools, classic cars & larger commercial vehicles Fleet Road Rescue Fleets are catered for via a user friendly online fleet proposition with pro rata rates to ensure a common renewal date for the fleet. Mixed cover types are available with no requirement for all vehicles on the fleet to be covered FREE Mobile App We have developed a mobile App to deliver the following benefits - Pinpoint GPS Recovery, Live Traffic Updates, Driving Advice & Special Offers NOW AVAILABLE on the App Store & Android Market Mandatory Options Options to create bespoke mandatory schemes with attractive net rates to set you apart from your competitors SMS Text Messaging Clients are sent an sms confirming the emergency number to call in the event of a breakdown Communic8. Policies can be incepted, renewed, amended online with immediate access to policy schedules and wording Road Rescue sales in renewal invitations, membership cards and posters are also available 12 comprehensive breakdown cover

13 ALPS Family Legal Expenses ALPS Family Legal Expenses provides comprehensive protection, support and advice in the event of a legal dispute concerning your client or their immediate family supported by an indemnity limit of 50,000. Dedicated legal helplines manned by legal professionals, provide support and advice to policyholders on a wide range of legal issues, tax advice and ID theft. Consumer Disputes In the event of a claim relating to the purchasing of personal goods or services Home Legal support in relation to the loss or damage of goods in the home or an infringement of home rights Income Tax Cover for claims arising from detailed examinations into personal & private tax affairs supported by a FREE tax advice helpline Employment Legal support relating to a claim for unfair dismissal or unfair selection for redundancy Identity Theft Defence in the event of an incident of ID Theft supported by an ID Theft helpline Criminal Prosecution Defence For the protection of fees incurred in the defence of criminal legal proceedings Education Assistance in appeals against an LEA s failure to comply with its published admission policy Probate Legal help in the event of a dispute concerning the will of parents, grandparents and children Jury Service Expenses Cover for the loss in salary / wages incurred as a result of attendance in court to undertake Jury Service Personal Injury Cover Pursuit of a civil claim for damages in respect of an injury caused by negligence of another party Clinical Negligence Legal assistance in the event you suffer negligence at the hands of a medical professional Social Media Defamation Support provided if you are subjected to an act of defamation via social media Homebuyers Protection Legal assistance provided in the event of a dispute with a vendor, mortgage lender, utility company, conveyancer, housebuilder or removal firm relating to the sale or purchase of your home Communic8. Policies can be incepted, renewed, amended online with immediate access to policy schedules and wording ALPS Family Legal Expenses in renewal invitations. protecting you & your family 13

14 ALPS Home Emergency Cover With ALPS Home Emergency Cover, we provide peace of mind and assistance in the event of an emergency at home. Not all household insurance policies provide cover in the event of an emergency situation and thanks to our generous claim limit of 1000, clients have no excess to pay and the opportunity to preserve important no claims bonuses. Plumbing & Drainage Assistance provided for leaking pipes, blocked drains and leaking radiators Heating Cover provided in the event of sudden failure of the central heating system or boiler Loss of Utilities In the event of a complete failure of gas or electricity within the property, a qualified engineer will be deployed to assist your client Pest Infestation Should your client require help in the removal of pests such as black rats, house mice, squirrels, wasp or hornet nests, a qualified expert will be assigned to deal with the situation Property Security Cover for damaged windows & doors and lost keys Generous Claim Limits 1000 claim limit with a maximum of 3 claims throughout the policy period 24Hr Support Lines open 24 hours per day, 365 days per year Mandatory Options Mandatory options are available with reduced net rates Communic8. Policies can be incepted, renewed, amended online with immediate access to policy schedules and wording ALPS Home Emergency in renewal invitations. Sanitation Repairs to a blocked or unusable toilet Roofing Assistance in the event of sudden and unforeseen roofing problems 14 protecting you & your family

15 SOLD ALPS Homebuyers Protection Moving home can be a stressful experience with so many things to plan and organise. ALPS Homebuyers Protection provides invaluable legal support for a range of unforeseen eventualities related to the purchase of a new home. Disputes with Vendors Up to 5,000 worth of cover is afforded in the event of a dispute with the vendor of the property related to continued occupation of the property Disputes with other Stakeholders Legal support and up to 5,000 cover in the event of a dispute with builders, mortgage lenders, utility companies, removal firms and property surveyors Illness & Unemployment Cover ALPS Homebuyers Protection provides up to 1,500 worth of cover for costs incurred prior to you being unable to complete the purchase of your property due to unforeseen illness or unemployment Additional Covers Legal support and up to 1,500 cover in the event of a revised valuation of the property due to defective structures, adverse legal search findings and non-completion of an employment based relocation Communic8. Policies can be incepted, renewed, amended online with immediate access to policy schedules and wording ALPS Homebuyers Protection in renewal invitations. moving home with peace of mind 15

16 ALPS Sole Trader Legal Expenses ALPS Sole Trader Legal Expenses allows individuals to focus on growing their one person enterprise, without the need to worry about a whole host of issues which could affect their business or personal affairs. This comprehensive policy provides wide ranging cover with a claim limit of up to 25,000. Personal Covers Cover provided for a range of personal issues including: consumer disputes, home rights, personal taxation, criminal prosecution defence & identity theft Contract Disputes Cover for disputes with a customer or supplier relating to the sale, hire or supply of goods and services Tax Investigation Cover for professional fees relating to a Tax, PAYE, VAT or NIC dispute Property Protection Support in civil actions taken against a third party for nuisance, trespass or criminal damage to the business premises Licence Protection Legal support in the event a regulatory licence is unfairly suspended, revoked or altered Jury Service Expenses Reimbursement for a loss of salary as a result of time off work to attend court Debt Recovery Cover for fees incurred in the recovery of money or interest due from another business for the provision of goods or services Communic8. Policies can be incepted, renewed, amended online with immediate access to policy schedules and wording ALPS Sole Trader Legal Expenses in renewal invitations. 16 supporting sole traders

17 ALPS Commercial Legal Expenses ALPS Commercial Legal Expenses provide a fully comprehensive range of cover for commercial clients, supported by a FREE helpline for support and advice. Contract Dispute is included as standard and clients have the option to choose between a 50,000 or 100,000 indemnity limit. Rated purely on business turnover and with no requirement to disclose wage roll. Employment Disputes Support relating to disputes regarding contracts of employment or alleged discrimination and employee restrictive covenant issues Legal Defence Defence against prosecution in a criminal court in respect of an alleged act or omission Contract Dispute Cover for disputes with a customer or supplier relating to the sale, hire or supply of goods and services Tax Investigation Cover for professional fees relating to a Tax, PAYE, VAT or NIC dispute Property Protection Support in civil action against a third party for nuisance, trespass or criminal damage to the business premises Jury Service Expenses Reimbursement for the actual loss of salary or wages of the insured as a result of time off work to attend court Licence Protection & Data Protection Legal support for Licence Protection & Data Protection Issues Helpline Support Extra support via a Legal Assistance helpline operating 24/7 and a Tax Adviceline operating 9am to 5pm Bespoke Quotations Where business turnover exceeds 10m or if you require different levels of cover or indemnity limits, we can cater for all requirements with a bespoke quotation to meet your needs Communic8. Policies can be incepted, renewed, amended online with immediate access to policy schedules and wording ALPS Commercial Legal Expenses sales in renewal invitations. NEW ALPS Commercial Complete In addition to the comprehensive cover outlined above, why not take advantage of ALPS Commercial Complete which also includes Debt Recovery. For up to date rates on this and all our products, view our online Rating Guide at protecting your business 17

18 TO LET ALPS Landlord Legal Expenses ALPS Landlord Legal Expenses provides a comprehensive range of cover and advice for owners of both commercial and residential let properties. Rent guarantee options are available for residential let properties to provide a total peace of mind landlord solution. ALPS Landlord Legal Expenses is further supported by a helpline which operates 24 hours per day, 365 days per year to provide guidance on a number of different tenancy related issues. Residential Let Property Cover available for residential let properties with a 25,000 limit of indemnity Commercial Let Property Cover available for commercial let properties with a 50,000 limit of indemnity Rent Guarantee Option to upgrade to include cover for rent indemnity up to 2,500 per month for a six month period with a seven day payment pledge on residential let property Breach of Tenancy Agreement Legal assistance in the event of a breach by a tenant of their obligations under the Tenancy Agreement Pursuit of Rent Arrears Assistance in pursuing outstanding rent payments Eviction Support in the eviction of anyone who is occupying the property without your permission Legal Defence Defence in criminal and civil matters connected to ownership of the property Cover on the Property Cover is per property and not per tenant, allowing the policy to run alongside any change in tenancy without penalties Portfolio Management ALPS can cater for Landlords with a portfolio of properties via our portfolio proposition management tool on the ALPS Communic8 system which allows multiple properties to be covered on one policy schedule Communic8. Policies can be incepted, renewed, amended online with immediate access to policy schedules and wording ALPS Landlord Legal Expenses sales in renewal invitations. 18 protecting let properties

19 ALPS Landlord Home Emergency Cover ALPS Landlord Home Emergency Cover provides a comprehensive range of cover for owners of let property in the event of an emergency at their rented property. A nationwide network of qualified professionals is on hand to deal with a whole host of emergency situations. Plumbing & Drainage Cover for blocked drains and toilets or damage to internal drainage systems which could lead to internal flooding or water damage Loss of Utilities Assistance in the event of an internal failure of the gas, electricity or water supply to the property Lost Keys A qualified locksmith will be deployed in the event of the loss of the only available key to enable access to the property Central Heating Assistance in the event of a failure or complete breakdown of the primary heating system in the property Pest Infestation Removal of pests including: wasps, hornets, house mice, field mice, rats or cockroaches Generous Claim Limits 500 Claim limit with a maximum of 1000 during the policy period 24/7 Helpline Helpline operating 24 hours per day, 365 days per year Communic8. Policies can be incepted, renewed, amended online with immediate access to policy schedules and wording ALPS Landlord Home Emergency sales in renewal invitations. 24/7 emergency assistance for let property 19

20 where customers come first alpsltd.co.uk facebook.com/alpslimited twitter.com/alpsltd Auto Legal Protection Services Ltd, P.O. Box 115, Congleton, Cheshire, CW12 3FL Tel: Fax: Service Provider of the Year 2012 Insurance Times Awards Finalists in the 2011, 2013 & 2014 Insurance Times Claims Excellence Awards Outstanding Claims Management Team of the Year