In late 2019, we began a piece of work to redefine and refresh our values. All colleagues were encouraged to take part in this project, to help us clarify what UIA stands for in the 21st Century.
Little did we know that these values would be tested to the extreme in 2020, with the arrival of Covid-19. When the pandemic arrived, UIA colleagues came together (mostly virtually) to deliver the reliable service our members deserved and needed during this most difficult of years.
As we continue to evolve, we hope you see our values reflected in your interactions with us, as we believe these define how UIA is different to other insurers.
A warm welcome to Benenden Wellbeing
We are pleased to welcome Benenden Wellbeing Limited as a new partner. With similar values and a desire to offer quality home insurance to their members, we became Benenden’s new Home Insurance provider in October 2020. Benenden was founded in 1905 to help Civil Servants and Post Office workers pay for medical care when they need it. They opened their services to the general public in 2012 and like us exist for the sole benefit of their members.
Offering more than Home Insurance
We’re always looking to offer value to our members, and in 2020 we reviewed our motor insurance product, as a result in January 2021 we switched motor insurance provider, moving to one of the UK’s largest independent motor insurance brokers. Our members can now access over 200 insurance schemes at great prices, so why not get in touch when your car, van, motorhome or caravan insurance is due. Get a quote here.
Earlier this year we also launched our Gadget Insurance cover, for those of us who rely on technology to run our everyday lives and can’t do without our devices. Gadget Insurance is currently available to Usdaw and GMB members, and we will be launching with other union partners in May/June, why not take a look at our cover.
How are we doing?
As a mutual, owned by our policyholders we take every opportunity to ask our members one simple question “How are we doing?” We are delighted by the positive feedback we received in response to our 2020 customer surveys, especially as during this time most of our colleagues were working remotely, and remained dedicated to delivering an outstanding service to our members. Thank you to all our members who took the time to share their feedback with us.
- 98% of respondents would recommend us*
- 84% of respondents agreed that we were pleasant and friendly over the phone*
- 87% of respondents felt our mutual status was important to them+
- 90% of respondents who had made a claim were happy with our overall claims process+
* ‘How are we doing?’ Survey 2020
+ Annual Customer Survey 2020
If you recommend a friend to UIA Insurance, you can both receive a £40 M&S voucher as a thank you from us, simply ask your friends to quote “MGM40” and your policy number when they take out a policy. (see our Terms & Conditions)
Our response to the pandemic
Like many organisations, we were touched by the efforts of our Key Workers during the pandemic. Partnering with unions that support front line workers, we wanted to show our continued support and appreciation.
We asked them what we could do to help - and the result was the creation of 1,000 small care packages to help raise the spirits of those on the front line. Containing, individually wrapped chocolates, hand cream to undo some of the damage harsh sanitisers were having and tissues to wipe away the tears. These were distributed randomly and were warmly welcomed; we received a note from one recipient who told us these had ‘provided a boost on some of the hardest of days’.
As the pandemic continued, we put plans in place to help our members facing financial hardship and whilst we weren’t able to hold our usual fundraising efforts in the office, we brought forward our corporate charity donations to enable our charity partners to plan for the increased demands on them with more certainty.
As we embed our stronger together and community minded values into our everyday activity, we will continue to look for new opportunities to support our members, partners, staff and local community beyond the pandemic.