Club 4X4 Business Update – September 2019
G’day folks, Its been pretty busy over here at Club 4X4 HQ – I’m conscious that as a result, I haven’t really done much of an update for a while and a few of you …
Its been pretty busy over here at Club 4X4 HQ – I’m conscious that as a result, I haven’t really done much of an update for a while and a few of you have called me out on it! Thanks for that – it’s nice to know someone reads my ramblings 😊
We have had quite a number of changes in the last few months; a shiny new office, a much larger team with lots of new enthusiasts on board, new processes, a new partner handling our claims (we are all co-located in the same office space – I’ll provide more info on this at a later stage) and most importantly, a brand new system.
The latter was a massive change for us as most technology adjustments tend to be. We have dealt with some pretty major bugs since we launched our new model in late May, again not uncommon with these things but always very challenging. I’m pleased to say the biggest ones which affected some of you are now behind us.
I am tremendously proud of my team and how we have handled these challenges over the 3 months-or-so since we went live. As always, we focussed on doing our best to be as open and transparent in communicating with affected customers. I do know we didn’t get it right every time – for this I sincerely apologise and thank each customer that my team or I personally have spoken too. I’ve always admired the 4WD community for being good-humoured and down to earth and this was certainly evident in the thousands of interactions we’ve had over these short 3 months.
The good news is we continue to grow and retain a fantastic Club of off-road enthusiasts who are safe in the knowledge that their investment is covered for the right amount, wherever they choose to take it. I look forward to better servicing all of you as customers with new and relevant insurance products to help you better control your insurance portfolio – stay tuned!
In the process of re-designing our business model, we took the opportunity to make some exciting adjustments to the products and processes which I have featured before, but I will highlight again below. These adjustments have been a hit and necessitated us to increase our team by 20% to deal with the increased inbound volume – a good problem to have yes, but it has meant some longer than anticipated delays at times. I look forward to introducing my team to you personally over the coming months – there are a couple of Landcruiser drivers but we won’t hold that against them 😊. We are still on the recruitment trail if you know of anyone who may be interested!
So here’s what we’ve done:
- 24×7 claims service – your feedback drove this and we are proud to now offer this service for every policyholder!
- One policy multiple risk – Because trying to remember and coordinate 10 different policies is no fun!
- 20% discount for off-road driver training – yep, our analysis shows that policyholders who have this experience deserve a discount of up to 20% off
Aside from this, we’ve engaged in some exciting new partnerships with Track Trailer and most recently Ford Australia, who as part of our strategic partnership will provide us with a brand spanking new Ranger Raptor that I’m enjoying steering at the moment along with an Everest.
All 3 of these awesome assets are going to be doing some serious pavement and dirt pounding over the next few years as we increase the number events we attend and just simply use them to get off the beaten track.
On a personal note, I’m looking forward to introducing you to a concept that I’ve been thinking about for some time; Rigs & Rolls. This will be a revolutionary type of event designed to get like-minded enthusiasts together on a more achievable, micro level. A short forum to be able to show off our setups, check out others, talk all things fourby, win some great prizes all whilst helping each other and important charities. Stay tuned, I looking forward to sharing more very soon.
Thanks folks – please feel free to ask any questions here – I am going to answer all of them personally. Please do give me some time though, I will do my best to get to them as quickly as possible.