Back in early nineties, Geoff Mills chose William Russell to provide health and life insurance plans for expatriate staff working for his fledgling company – Silo Infrastructure Partnership Ltd. He didn’t anticipate for a moment that today, almost two decades later, the scheme would still remain with William Russell.
Geoff established Silo Infrastructure Partnership to provide construction, commercial and engineering services for leading companies located in China. Headquartered in the UK, with offices throughout China, they employ over 150 full-time staff. Service quality and professionalism are core values that Geoff has worked hard to instil within the company, so when searching for an international insurance provider, it was imperative to find one that shared these same principals.
Having examined schemes from around 15 providers, Geoff finally chose to utilise William Russell’s Global Health and Global Life plans to provide private health care cover and life insurance for his workforce. It has proved to have been a prudent decision. Geoff explains, “Every few years we have considered alternatives, but your service record has on each such occasion led to us preferring to continue with a trusted partner.”
Of course, the true value of any insurance policy becomes evident when you are called to use it. Geoff explains, “We have had a number of occasions on which we have had to call on your policy, including some major incidents and medical problems both in China and in the UK. Your response on each and every occasion has been immediate and robust. Your staff have shown sympathy and understanding in difficult circumstances, we have been able to secure medical advice by phone whatever the time of day or night, and wherever we have called from, and we have been able to receive treatment from the best hospitals and the best consultants, in every case so far in accordance with our choice."
“My own consultant volunteered to me recently that [William Russell] is one of the best [insurers] he has had to deal with. He said you, quite rightly, interrogate him on the nature and reasons for the treatment but, once satisfied, that you settle quickly and without quibble. He said that is quite unusual in today's market.”
Naturally, retaining the loyalty of our valued customers is of immense importance to William Russell. Nichola Duncan, International Claims Manager at William Russell, explains, “In today’s competitive marketplace, it is our genuine commitment to delivering a first class service that will set us apart from our competitors. Insurance is about fulfilling the promise to protect when the worst happens, and that’s exactly what we do.”
Nichola continues, “Our plan members rely on us to help them and their families cope financially during periods of poor health or after the premature death of a bread-winner. We are not in business simply to sell insurance, we’re here to assist and support our members throughout their illness. Our in-house claims teams work hard to ensure that our plan members and their families receive all the care and support we can possibly give, throughout their claim.”
Geoff is delighted, and hopes to continue utilising William Russell’s cover well into the future. Of the high standard of customer service he has received thus far, he concludes, “That is exactly what we want to pay our premiums to secure, and for the past 16 years you have been delivering on your commitments. Keep up the good work.”
Reproduced with kind permission of Geoff Mills