SIMON HEDLEY, PANTAENIUS UK
Are insurance premiums higher or lower compared to pre-pandemic?
Industry-wide there have been marked increases over the last 12-24 months. Yes, rates have risen across the board, but equally we strive to remain competitive. Our approach has always been to be as consistent as possible and we strive to avoid the volatility that has been seen elsewhere in the market. Our entire focus is based around good customer outcomes and the ability for our clients to be able to budget year on year is important.
Can you guarantee one-to-one customer service in such a big organisation as Pantaenius?
100% – we pride ourselves on one-toone customer service. Our Plymouth based ‘Client Hub’ oversee new quotes and admin, while our in-house claims department ensure that claims are dealt with promptly and fairly. To make certain the customer experience is as good as it can possibly be, we don’t operate an automated phone system, use call centres, or out source administration. We also operate an online website chat facility, manned by our UK sta, not a chatbot.
How often does the typical yacht owner change insurers?
I recently sent a bottle of something nice to a couple who have insured with us since almost day one, which is over 30 years. Our advice to clients is to shop around, but make sure you know exactly what you are getting for your money.
Are we talking to sailors if we call up Pantaenius?
The majority of our sta are sailors or boaters in one form or another. Some have done transatlantics, others are sailing instructors, and many cruise and race when time allows. I’ve personally been sailing for over 40 years, and we know that this experience is vital to understand the needs and concerns of our clients.
Pantaenius UK sta go beyond insurance – for example I often speak to a client and we end up discussing favourite marinas, or recommending a post-sailing watering hole!
What proportion of policyholder claims do you honour?
We genuinely honour all legitimate claims and always aim to do this in a reasonable manner to the policyholder’s satisfaction. Around 95% of claim forms received result in a valid claim, when considering the policy coverage and clauses. As with every insurance policy, there will be situations where loss, damage or liability is not viable to cover without charging a much higher premium. We like to think that we give the widest possible cover with clearly stated exclusions whilst keeping the premiums as low as possible.
What is your best insurance anecdote?
I did hear from our claims department about one of our more resourceful policyholders plugging a hole in their damaged hull with a leg of ham! We apparently not only repaired the boat, but presented the client with a replacement ham!
Pantaenius is one of the biggest supporters of the marine industry, with many partnerships including the British Yachting Awards. What do you gain from such widespread support?
Our aim is to be visibly part of the boating community, whether this be to the boat owner or the various marine trades. While this helps attract new clients, we also want to support an industry that is important to us both personally and as a business. Our key message is that we are approachable, human, and there when you need us. We try to choose partnerships that promote good practice and safety as well as inclusivity. One example is the amazing Wetwheels Foundation that provide unique opportunities for disabled and disadvantaged people of all ages to access the water.