Modern Insurance Magazine Issue 62

FEATURES
Meet the Company:
Internal Satisfaction Informs Customer Satisfaction
With staff satisfaction at an all-time high, EDAM have strengthened their internal culture
in order to guarantee a top level of service and support for their customers.
Post-accident management company EDAM have spent the last
two years reshaping and transforming their business to provide
a strong culture and platform for continued growth. With
employee retention and engagement at an all-time high, the
positive impact on growth and customer satisfaction has never
been higher.
Simon Gallimore, Chief Executive Officer, said, “We’ve really
committed to improving our internal culture and creating a
professional environment with a true family feel. When you
give the best to your team, you receive the best for your
customers. That’s never been more evident within our business.
We are dedicated to maintaining a healthy internal culture, but
now that we have laid the foundations, we can really define
our company’s mission and enhance our proposition for our
customers”.
EDAM undertook a leadership feedback evaluation, inclusive of
a trusted leader review. This review saw 92% of the EDAM team
respond to say that they ‘trust their line manager’. It also found
that over 90% of EDAM staff consider their leadership to be role
models of EDAM’s values, and 93% felt their leader always acts
with integrity.
Simon continued, “This leadership feedback review
demonstrates that our dedication has paid off. These are the
highest scores I have known in my professional career – a real
endorsement of our ‘people first’ approach. We’ve fostered a
great culture of trust with our people, which is centred around
the basic leadership principles of integrity, benevolence and
ability. Overlaying this with our company values, which were
created by our staff, we have created a truly winning culture”.
EDAM’s dedication to their team goes deeper than leadership
reviews. When Simon joined the business, he made a
commitment to promote from within and has harnessed a
‘grow your own’ strategy where internal talent is nurtured and
recognised. Using the company’s ‘Learning Hub’ and leadership
development programme, every employee has a clear career
ladder that they can choose to follow. Internal movement
across departments has never been higher, which allows us to
retain knowledge within the business. There has only been one
external leadership appointment into the business over the past
two years, which is testament to the power of unlocking talent
from within.
Rebecca Chappell, Head of Human Resources, said, “The health
and wellbeing of our staff is a priority. We are always looking at
innovative ways to support our employees, such as ‘wellbeing
days’ which allow time out of work to focus on personal
wellbeing. We also encourage financial education sessions,
which provide one-on-one access to a financial advisor, and
volunteering days, which allow staff the opportunity to give
back to their local community”.
EDAM have recently restructured their team in order to
provide a more customer centric approach to communications.
Customers can now benefit from dedicated teams that
will provide an end-to-end claims experience. In July 2023,
the automotive sector began navigating Consumer Duty
regulations, with EDAM’s new structure and engaged workforce
playing a small part in their commitment to improving
consumer relations.
Their focus on internal satisfaction has seen the company’s
Net Promoter Scores rise to a consistent 80% and above,
demonstrating the stellar service that EDAM provide at every
stage of the client’s journey. From research undertaken by
EDAM to date, both from customers and the wider market,
these internal changes have only served to enhance EDAM’s
service proposition and growing reputation.
About EDAM
EDAM are a market leading accident management
company providing end-to-end claims management
for insurers, brokers, MGA’s and TPA’s. For over
20 years, EDAM have built a reputation of trust,
providing seamless partnerships and a connected
community to support every aspect of the postaccident
journey.
EDAM have an owned fleet providing standard,
prestige and commercial vehicles to customers,
and a nationwide repair network that allows them
to provide mobility and repair solutions.
Everyone at EDAM shares the same collective
passion for service excellence. They continuously
grow together, improving systems, services
and process to deliver best in class accident
management services, providing certainty during
uncertain times.
MODERN INSURANCE | 45