Operating & Financial Review

Customer service begins with flexibility

H. R. Owen is well known throughout the world for retailing prestige and performance cars, predominantly those of two major manufacturers, Premier Automotive Group and BMW, plus a range of specialist sports cars.

In early 2005, H. R. Owen had 45 dealerships around the UK and Amlin was approached by brokers Mainstay to quote for a comprehensive package of risks inherent in the high value motor trade. The package included material damage cover for premises, contents and stock, business interruption, cash and goods in transit, employers liability, public and product liability and motor road risks.

During discussions with both broker and client, Amlin’s Mandy Doran further explored the company’s risk management and security procedures, such that she was able to reduce the deductible for vehicle theft by 50% in favour of the client. It was also important to understand the expectations of H.R. Owen clients, given they are considering the purchase of high quality vehicles, including the world’s fastest car, the Veyron Bugatti.

Amlin was flexible in providing cover for test drives of vehicles valued at up to £800,000, whereas some other insurers would not. Likewise, we were willing to provide motor cover for the company’s ever popular track day events, whereclients drive Ferraris, Lamborghinis and the like.

H.R. Owen’s emblem is a “Tradition of Excellence” which refers both to upholding a heritage of being the best and to the provision of the highest levels of customer service. In order to support this brand promise, Amlin also ensures a similar level of commitment, providing dedicated motor and property claims personnel and a named underwriting contact to this account. As the insurer, we have a vested interest in helping H. R. Owen monitor risks and claims, and we provide them with management information on a quarterly basis.

During the two years that Amlin has insured H. R. Owen, the company has reduced the number of dealerships to twelve, all based in London and the South East, as part of its strategy to focus still further on high value vehicles. We have tailored our coverage to reflect these changes and, where dealerships were sold through management buyouts, Amlin policies have been retained in many cases.

© Copyright Amlin 2006