Insurance is imperative to running a safe and successful business and finding the right broker is just as important. We find out how McCarron Coates is paving the way for an open and honest service with a personal touch
When you work in the same industry for a period of time, it’s inevitable that you will befriend some of the acquaintances that you have grown to like and trust over time.
For coach and bus operators that could be anyone from fellow operators, to vehicle manufacturers or suppliers you buy from and rely on. But how about your insurance broker?
This relationship is arguably the most important since, after all, it is your insurance broker’s job to find you the right cover, find you the right insurer and help you make and manage a claim for your most expensive assets – your vehicles.
Getting the cheapest deal is not always the be all and end all when it comes to insurance, something Ian McCarron and Paul Coates – Directors of McCarron Coates – know only too well.
With over 18 years’ experience in insurance broking each, the coach and bus industry has always been at the forefront of their careers. They pride themselves on not only knowing what their clients want, but also providing them with a personal service.
Industry involvement
Based in Leeds, Ian and Paul have worked together for 16 years.
“Paul and I have followed the same career path throughout our journey together,” says Ian.
“We have been involved in every aspect of the insurance broker role, from writing cover notes, to handling claims, the recruitment of new staff, and working with new and existing operators.
“We’ve been around when there’s been legislative changes in the market and we’ve been involved in the challenges that arise when clients have had accidents and they’ve needed our help, support and expertise.”
It was with a former employer that Ian and Paul were introduced to the coach and bus industry.
“We’ve always had an active involvement in the industry because of our relationship with the insurance companies that trade in that sector,” says Ian.
“However, attending the industry’s trade shows was a real eye-opener for us because we got to see the vehicles we were insuring and spend more time with the operators to understand their needs.”
This experience means that McCarron Coates believes it is best placed to manage its clients’ expectations.
Says Paul: “We have a particular specialism in being able to work with coach and bus operators and talk on their level, as well as being able to identify their needs and where they’ve got challenges in the business.”
Working with operators
When it comes to providing a service, McCarron Coates prefers a face-to-face, hands-on approach.
“We sat down on day one and thought ‘what do our customers want?’ and ‘where can we add value to them?’.” says Ian.
And the feedback received from clients was ‘traditional values’.
“The big thing that came back from us speaking to them was ‘we want someone who I can pick up the phone to, someone I can talk open and honestly with, and someone that’s going to tell me the truth whether it’s good news or bad’,” says Ian.
“We see some of our clients monthly, we see some of them every other week, and we’re available to them almost as an extension of their own business.”
This relationship is especially important for McCarron Coates to gain an understanding of how its clients operate.
Says Paul: “It’s our job to act on behalf of our customers and identify every aspect of their business so we can protect it. In order to do so, we need to be able to demonstrate to the insurance company that we understand exactly how the business is made up.”
The firm then works with operators, looking at ways to reduce their premiums.
“We highlight the positives, such as what operators do in terms of monitoring accidents. We then work with them on any negatives, as we’ve got the tools and resources to be able to help them.
“We’ve taken on a lot of clients that have historically had a poor claims history and worked with them to improve it, which has brought their insurance premium down.”
Utilising technology
Adopting and using technology is something that the industry is good at, and McCarron Coates has tapped into this.
“We’re investing in technology which is helping operators,” says Ian. “For instance, our clients can access their documents at any time using a secure online portal.”
The firm has also developed an app which helps operators with motor claims.
Says Ian: “If there’s an incident, the driver can stop, complete all of the questions on the app, take photos of the vehicles and scene, and send us an immediate notification. We can then ensure that we’re straight on to the claim with no delay.”
“We want to work with operators who believe in the whole package of everything we do – including this technology.
“Operators want to know that when they need to make a change to their insurance or if an incident occurs, they’ve got support. And that’s what we’re here to do.”
