John Webster, managing director, said: "The Quality Circle sessions gave intermediaries the opportunity to tell us what they thought we were doing right and - more importantly - to highlight any areas where they thought we could make improvements. We promised not only to listen to their concerns but act on them as well, and we've kept that promise. We continually listen to our intermediaries so that we can actively strengthen our business relationships."
Changes that have already been implemented:
* KFI shortened to five pages to ensure clarity and user friendliness
* Individual support offered throughout the submission of KFI
* Introduction of the IT helpdesk to provide specific and targeted support
* All solicitor correspondence forwarded to the intermediary to ensure continuous flow ofcommunication from post offer to completion
* All post offer cases now followed up at 30 day stage
* Number of Roving Underwriters increased by 25 per cent, to provide improved onsite support
Changes that are currently under development:
* New user friendly interface for KFI submission currently being piloted
* New fund release process enabling Preferred to transfer funds faster currently being piloted
In addition, Preferred have also amended their procedures regarding confirmation of ID and submission 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 of next year.
