IN the travel insurance sector, Hamilton Barr views itself as an exception rather than the rule. Based in Godalming, Surrey, it is one of the few insurance firms to combine the function of broker with the practice of claims and assistance.
It even employs four medical officers to provide a screening service to assess if a person with a medical condition can be insured and under what conditions. The teams also liaise with doctors and help to repatriate clients who are taken ill overseas.
The company is owned by managing director Adrian Foley, who has a seat on the board with sales director Michael Pettifer, and currently employs a staff of about 60.
Hamilton Barr’s main insurance policy is One, which takes in single-trip, long-stay and annual schemes, and a ski policy (see panel). Each package covers either Standard or Excel levels of benefits. In addition, the company offers its One Motor European vehicle breakdown cover.
Hamilton Barr also sells Free Spirit, a specialist policy which insures the disabled, and people with medical conditions. Sales manager Louise Bryan said:”Free Spirit has been well received by agents who use it even if they do not sell Hamilton Barr as their main scheme.”
Alpha Group
The Alpha Group, located next to Hamilton Barr’s sales section, is headed by manager Colin Bedworth and takes in Alpha Assistance, Alpha Claims and Alpha Medical Services. As well as the company medical officers, the group can call on a practising hospital doctor.
The Assistance department is on duty 24hrs a day, 365 days a year. There are 13 co-ordinators who work around the clock in three shifts and between them speak seven European languages including French, Italian, Portuguese, Russian and Greek. Other languages can be called on as necessary.
Bedworth said a typical day in the Assistance department entails never knowing what might happen. “Co-ordinators are at the mercy of the phones and fax and they never stop ringing, especially in school holidays. We are constantly busy,” he added.
Each new shift spends 30mins with the co-ordinators, going off duty to pick up on current cases and learn about new emergencies.
When a new call comes in, details including insurance policy, initial diagnosis and treating hospital, are put into the system.
The case is then handed to one of the medical officers who will speak to the treating doctor and patient or a relative to make sure each is happy with the situation. If they feel the patient needs to move to a different hospital, the case goes back to the co-ordinator to find a suitable bed.
It is also the co-ordinator’s job to organise repatriation, which might involve an air ambulance, but more likely a scheduled or charter flight.
If the case involves a motor breakdown, Alpha will find a local garage, liaise with mechanics and, if necessary, arrange overnight accommodation nearby until a car is fixed.
The sales team
The Hamilton Barr sales team is headed by sales manager Louise Bryan, who operates a sales team of seven.
Three are regional managers who, like Bryan, spend most of their time on the road visiting agents and operators while three are co-ordinators providing support from the office.
“We think it is important to keep regular contact with existing customers, who we aim to see every eight to 12 weeks, as well as prospecting for new clients – either by cold-calling or following up leads that come into the office,” she said.
Bryan said a normal day includes visits to three customers and up to four prospects. She added: “These would be drop-in visits. If we have meetings scheduled, we would see fewer clients.”
One of the regional managers covers the Midlands and southwest, while two concentrate on the southeast. Bryan hopes to appoint a fifth person to cover the north by the end of the year.
As well as selling, Bryan runs training sessions once a week. “This has become such a huge part of my work that we might have to look at taking on a training manager,” she added.
“Sessions last up to two hours and are designed to give agents a guide to selling travel insurance generally rather than Hamilton Barr in particular. My aim is to make it fun and interactive. We do see a rise in business after a session.”
Michael Pettifer, who is also Hamilton Barr’s ski expert, runs training sessions for tour operator reps in the main French resorts at the start of each season. The aim is to teach them how to deal with an emergency from the resort.
Hamilton Barr
One policies: One Trip, One Annual, One Ski and One Motor.
Sample premium: 17 days Europe for One Trip, £9.85 net (Excel = £12.85). One Annual Excel, £50 net per person. One Ski, £18.62 for 10 days Europe. One Motor, £19.87 Europe 17 days.
Free Spirit: average premium for person with condition, £75; £25 for companion. Agent gets 10% commission.
Sample clients: Page and Moy, Holiday Hypermarkets, West Midlands Co-op, Crystal Holidays, Go-Fly, Laskarina Holidays. Works with about 400 independent travel agents.
Claims
There are 11 claims handlers who will deal with up to 40,000 claims this year. Hamilton Barr’s charter pledges to pay out within 10 days.
Manager Colin Bedworth said:”As claims come in they are date-stamped and given a code. Each handler starts by checking the person has valid insurance that covers the claim. If everything is in order the claim will be dealt with in four working days. That is about 50% of claims.”
He added: “If there is a problem, for instance if a document is missing, we will write to the client. About 40% of claims need one letter to get the extra information and then they are also paid.
“The remaining 10% need more negotiation. We have had instances where people have had to get on a flight home before being given a police report and we have to decide how to deal with that.”