Wesleyan Assurance Society provides specialist financial advice and products to professional groups, primarily doctors, dentists, lawyers and teachers.
MorganAsh is the market leader in tele-interviewing in the UK and Ireland, and recently opened an office in Cologne, Germany. One of Wesleyan’s key criteria is excellence in customer service. MorganAsh’s nurses have life experience, medical knowledge and conversation management skills, as well as an unparalleled reputation for customer service. MorganAsh’s complaint rate is second to none – in 2007 it was only 1/1750 interviews.
Martin Walker, Wesleyan’s new business operations manager, said: “Our aim is to demonstrate professionalism and expertise when dealing with customers in our niche target markets. Our financial consultants are experts in identifying the financial needs of clients and providing appropriate advice, while MorganAsh nurses are experts in gathering medical information. These skills complement each other perfectly and will enable us to issue protection policies and communicate underwriting decisions to our clients more efficiently.”
“The telephone interview is an integral part of the customer journey, and it is paramount to deliver a good consumer experience as well as collecting the medical history. Wesleyan recognises this, and we are delighted to be working in partnership with them,” commented Andrew Gething, managing director of MorganAsh. “Undertaking simple interviews with admin staff reading out strictly scripted questions results in poor rapport and substandard customer experience. This may be suitable for some channels but is unlikely to be suitable for the higher net-worth individuals and professionals as serviced by Wesleyan.”