Preferred responds to intermediary feedback

Preferred have made several changes across the business following their second round of QualityCircle feedback sessions earlier this year.

John Webster, managing director, says: “The Quality Circle sessions gaveintermediaries the opportunity to tell us what they thought we weredoing right and – more importantly – to highlight any areas where theythought we could make improvements. We promised not only to listen totheir concerns but
act on them as well, and we’ve kept that promise. Wecontinually listen to our intermediaries so that we can actively strengthenour business relationships”.

Changes that have already been implemented include, the shortening of KFI to 5 pages, to ensure clarity and user friendliness; individual support throughout the submission of KFI; the introduction of the IT helpdesk, to provide specific and targeted support; the forwarding of all solicitor correspondence to the intermediary, to ensure continuous flow ofcommunication from post offer to completion; all posts offer cases now followed up at the 30 day stage; the increase in the number of Roving Underwriters by 25%, to provide improved onsite support.

Changes that are currently under development include a user friendly interface for KFI submission; a fund release process enabling Preferred to transfer funds faster.

In addition, Preferred have also amended their procedures regarding confirmation of ID andsubmission of documentary evidence following feedback from some of their packagers.

Intermediaries will be invited to a third round of Quality Circle feedback sessions at the beginning ofnext year.