National Windscreens are proud to be recommended by the majority of leading insurance companies in the UK, thanks to our superior service, quality products and competitive, transparent pricing structure. We have sole supply status with many insurers and are preferred supplier with numerous others.
Formalised direct billing arrangements are in place with over 70 insurers and we remain committed to the continued development of these partnerships. Our primary aim is to ensure that we remain in an ideal position for the control of costs, delivery of excellent service and provision of regular and accurate management information. We are able to offer delegated authority to enable us to provide a full claims handling service.
As a founding member of The Automotive Glass Professionals, National Windscreens has a close alliance with automotive glass repair and replacement companies throughout Europe, enabling us to provide seamless European coverage. As such, your customers can telephone our UK call centre from anywhere in Europe, and receive the same high level of service as if they were in the UK, eliminating any language issues.
We operate a unique, in-house advanced non-approved supplier management system called Quik Quote. This web based system allows us to effectively control the cost of claims from non-preferred suppliers.
All insurers who appoint National Windscreens as their sole preferred supplier are provided with this service free of charge, offering a substantial reduction in 3rd party invoice management costs. All non-preferred vehicle glass companies are required to register with our Quik Quote system and obtain validation and approved quotation prices for all work. All invoicing and payments are managed by National Windscreens.
uk call centre
Our UK Call Centre in Tamworth, Staffordshire is staffed by fully trained call handlers who all undertake a comprehensive 3 month training programme. Open 24 hours a day, 7 days a week, we handle over 1,000,000 calls a year, all of which are answered promptly and efficiently thanks to our state of the art call handling equipment - we aim to answer 90% of incoming calls within 10 seconds!
Where insurers are able to provide a policy database, our call handling times can be significantly improved, enabling us to deal with all enquires quickly and efficiently and we can provide dedicated telephone lines for your policyholders, allowing them direct access to our call centre.
Booking requests are instantly relayed using advanced IT systems to our network of over 100 UK branches. All our branches retain high levels of stock and work can be undertaken either in the branch or at most locations convenient to your policyholder, by one of our 800 mobile technicians. All our fitting technicians are trained to NVQ Diploma (Level 2) to ensure workmanship is of the highest standard. At National Windscreens your policyholders actually deal with human beings.
The key to our success is the continued development of our people, products and services together with energetic IT development programmes. These systems and strategies are designed to allow us to get the right glass, to the right place in the shortest possible time, first time – every time. We also offer EDI, electronic direct billing, to suit your needs and frequency, reducing costs and improving the flow of data.
We are happy to work to strict service requirements that challenge our position in the market and enable you to deliver excellent service to your customers. We recognise your obligation to ‘Treat the Customer Fairly’ and have robust procedures in place to ensure all your requirements are met.
Customer satisfaction is measured by using the Net Promoter Score, widely recognised as the highest level of assessment of customer service. We are very proud to achieve a current score of 81.1 which is considered 'Excellent'.
Call us today on 0800 998 1305