What happens when you introduce a client to Howden?

When you introduce a client to us, you're trusting us with a relationship you've built. We take that responsibility seriously.

Here's how one introduction developed from an initial conversation into a comprehensive review of the client's insurance arrangements.

The introduction

A client was introduced to Howden by one of our trusted partners. They were unhappy with their existing broker, primarily because they struggled to speak to someone when they needed advice.

Within an hour of receiving the introduction, we contacted the client and carried out an initial fact-find, where it quickly became clear that their circumstances warranted a more detailed, face-to-face review.

Taking the time to understand

The following week, we travelled to the client's home to conduct a full review of their insurance portfolio.

Rather than simply looking at existing policies, the visit allowed us to understand the risks first-hand. This included where the client's vehicles were kept, how they were used, the security protecting the property and the wider circumstances surrounding their portfolio.

The value of having a detailed conversation became particularly apparent when discussing the property's construction and security. For example, the client had a steel membrane beneath the roof, an additional protective feature that would have been difficult to identify through a standard fact-find alone.

We were also able to provide insurers with a site map, helping them build a more detailed picture of the property and the risks involved than online mapping alone could provide.

Finding the right solution

With a detailed understanding of the client's circumstances, we approached the market to find the right solution for their portfolio.

We then returned to the client's home to talk through our findings and recommendations in person. Importantly, the review had also identified gaps in the existing arrangements that could be addressed before they had the opportunity to become an issue.

The client ultimately chose Howden to look after their full insurance portfolio.

Their decision was about more than the insurance itself. They valued access to a trusted adviser, an advice-led approach to managing risk and a programme built around their individual circumstances.

There was also a longer-term consideration. The client was in the process of transferring assets to their children, so it was important to consider not only their requirements today, but how those requirements could change in the future and whether the chosen insurer could accommodate them.

What does this mean for you?

When you introduce a client to us, our service becomes an extension of your own. We recognise the trust involved in making that introduction and the importance of looking after the relationship.

What your clients can expect

• Advice, not a sales pitch. Our aim is for every client to come away better informed about their risks and insurance arrangements, whether or not they ultimately choose to work with us.

• A proactive approach to risk. Insurance matters when something goes wrong, but we'd rather help identify an issue before it gets to that point. By taking the time to understand the risk properly, we can help identify gaps, changing circumstances or areas that may need attention before they potentially result in a loss or an issue with cover.

• A service shaped around the individual. Every client's circumstances are different, so we take the time to understand their property, possessions, lifestyle and future plans.

• A long-term relationship. Our focus isn't solely on the next renewal. As a client's circumstances change, their risks and insurance requirements may change too. We want to build relationships that allow us to understand those changes and help their arrangements evolve with them.

An introduction shouldn't disappear into a black hole. We'll keep you informed as our conversations with your client develop, so you know they've been contacted, they're being looked after and how things are progressing.