William Russell

William Russell proves to be consistently committed to customer care. As a specialist independent provider of expatriate health, life and income protection insurance plans William Russell has a specific customer-base in a highly competitive market. Key to our success is the importance we place on customer service and we host regular surveys to ensure our customers have their say enabling us to remain consistent in our commitment to delivering award winning customer care. In our most recent survey, 100% of our customers said that the speed of our initial response concerning their claim was quick and efficient which left them totally satisfied. 96% of our customers stated that they were satisfied with the length of time it took to settle their claim and it’s also worth noting that claims can be settled and paid directly to a bank account or credit card in most local currencies. But the most telling statistic for William Russell is 100% of our customers have stated that they were totally satisfied with the service they received from us. So, everyperson who had dealings with William Russell was satisfied with the high levels of service they received. This is something that we strive to achieve at all times and this statistic is confirmation that our hard work is paying off. As a winner of industry awards in international health, life and income protection plans; William Russell has proven to know exactly what the market needs, and puts our customers first. For example in our health plans we looked at both convenience and security for our customers when reviewing our payment method. Although William Russell settles most outpatient claims by bank transfer direct to the member’s bank account, we noticed that a growing number of our members preferred to receive settlement of their claim straight to their credit card, so we've added this facility, giving our customers one less thing to worry about. Inez Cooper, Managing Director at William Russell says: “The real test of an insurance company is when you need to make a claim. Our claims team members are highly trained and extremely customer focused. We want to offer our clients a very personal service, rather than a call centre approach. “We really care about what we do and about making the claiming process as stress free as possible.