What makes AAA special in terms of service, claims and turn around?
We believe the level of brokers' ability to service the needs of their clients is hugely dependant on the service they will receive from the Insurer. When we offer our brokers unparalleled service excellence, they in turn are able to pass that level of service on to their clients. This ensures mutually rewarding relationships.
Due to the nature and demands of aviation it is crucial that Azriel Aviation Africa guarantee their brokers a speedy turnaround time, from the quotation phase right through to the claim settlement phase. The handling of claims, in our mind, is the single most important gauge for a broker and client to use, in order to judge our service. From the moment we are notified of a potential claim we take control in appointing qualified assessors - right up to the stage where the claim is settled. Unlike other companies all claim settlements are processed by our office. We further undertake to provide our brokers, on a weekly basis, with progress reports relating to their clients' claims.
Innovation is Key
We endeavour to stay abreast of developments in the aviation market to provide our brokers with the latest developments and innovative ideas. We therefore subscribe to various aviation magazines (local & international) as well as making daily visits via the internet to sites such as Aviation Safety Network, Avcom, Airliners.Net to mention but a few.
As most aircraft have a US Dollar value we subscribe to the Aircraft Bluebook to verify retail values of aircraft in the United States of America and receive Quarterly up-dates from them. Over the years we also have developed relationships with certain key Lloyds Aviation Syndicates and utilise these relationships to keep track of developments in the overseas markets. We can therefore provide our brokers with developments on a global basis as well.
Jan Coetzee the CEO of Azriel Aviation Africa holds a current Private Pilot's License and belongs to AOPA (Aircraft Owners Pilots Association) and therefore has an understanding of the challenges that pilots, aircraft owners & operators have to face from time to time.
Relationships are Fundamental
Although we have all embraced the "electronic age" of e-mails, internet, SMS (texting), Blackberry's, I-pads and so on, with open arms, we believe that meeting and interacting with our brokers and their clients, on a face-to-face basis, has immeasurable benefits over technology. Visits to brokers' offices are one of our top priorities to solidify relationships and pre-empt / defuse any potential problems or eliminate any misunderstandings (which can occur when communicating by e-mail only).
We have realised that dealing in and with aviation insurance, requires a different mind-set. Our office hours for example simply cannot just be from 08H00 to 17H00 during the week only. We have to be available after hours, 365 days, 24 hours, 7 days a week. This is our philosophy. This is due to the demands and the nature of aviation.
All our brokers have our cell phone numbers with the understanding that they can contact us at any time, either by phone or by e-mail.