Taking a local approach to insurance

Forget remote call centres, you're more likely to find Cornish Mutual employee John Amery down on the farm.

In this high-tech, frenetic world we live in, the internet or telephone are the first things many people reach for when buying insurance. But here in the South West, we have plenty of customers who prefer a face-to-face approach that works alongside more remote channels of communication. We join our Insurance Inspector John Amery on his rounds in rural Devon to see how this traditional way of doing business is still very popular.

8.30am – Newton Abbot
John Amery's working day starts at 8.30am at his home in Newton Abbot. Born in Ashburton, John, 55, has been working as an Insurance Inspector for the company for over 20 years and comes from a farming family.

The day starts with a cup of coffee, “I usually deal with messages on the answer phone, mobile and computer, so it's a good opportunity to catch-up with what's happening and sometimes you can pre-empt a problem for a Member before it happens,” says John.

“I'm dealing with a dog worrying incident tomorrow near Paignton – I read about it in the local paper last week, so I got in touch with my Member to see whether he needed to make a claim or wanted any other help. I'm going to pop out and see him. It's one of those things about living in the locality which allows me to be proactive.”

9.30am – Liverton
First visit of the day is to family-run business, T.Vallance and Son at Liverton, just four miles from John's home.

Having started as a small farm in 1960, Sam Vallance, his wife Jackie, daughter Judi and son Ryan have grown the company and diversified. The firm, formed by Sam's Grandfather and Father, currently provides agricultural, plant, haulage and waste/recycling services and has recently become a franchisee for Valtra tractors.

It now employs nearly 30 members of staff including operators, drivers, office staff and fitters. They are about to open a new depot in Wellington, Somerset.

Sam says, “In order to grow, it's about trust and many of our customers have been with us for years…in the same way we've been customers of Cornish Mutual for over twenty years.”

Cornish Mutual provides all insurance products for T.Vallance from farm, business, vehicle and livestock through to special events cover. Around 45 fleet vehicles are insured along with buildings including workshops, offices and the family home.

Sam explains: “Cornish Mutual never loses its friendly service. John comes to visit us whenever we need him; he's always so helpful. There's the personal one-to-one contact which is so important and because we're changing the business, doing different things all the time, it's good to call John and be able to ask him questions to make sure everything is covered, whether the insurance needs changing or policies need adding to.”

11.20am
En-route to the next appointment, John takes a couple of calls from individuals at our head office in Truro in Cornwall.

“Accessibility and being able to speak to anyone within the company is the best thing. If you want to speak to the Managing Director, then you can speak to him. There is someone in the company who is always available. It's the same for our Members, if they want someone to come out and see them, not a problem – this is very important for them,” says John.

John started with Cornish Mutual in 1988 as an Insurance Inspector. The position was previously held by his Uncle who was forced to retire due to ill health. When John found out about the vacancy he applied and successfully got the job.

“My father died in 1981 and we left our tenanted farm. I went to work for an auctioneer and then had a brief spell in accountancy, but it wasn't for me. The opportunity with Cornish Mutual came up and it was ideal.”

Each Cornish Mutual Inspector has an area they serve and John looks after a large chunk of south Devon from Dawlish up to and including much of Dartmoor. He advises on a wide range of general insurance for farm and related business activities including home, property, vehicles, machinery, livestock, produce and loss of earnings.

11.40am – Bovey Tracey
The second visit of the day is to a local farmer who has diversified to survive. Ben Nock started out in 1989 and found his niche in fencing quite by accident. Ben, who lives with his family near Bovey Tracey, found he needed to fence his own stock of 100 ewes in and there was also demand from neighbours and friends.

Seven years later, Ben saw an opportunity in farming ostriches to breed and keep over seven hundred birds eventually destined for the UK meat market.

He explains, “This was good for around eight years, but the bottom fell out of the industry – breeding and keeping the ostriches was more expensive than the return on the meat and really we came out of the business by market force.”

It has been a blessing in disguise for Ben, 42, and his wife Rebecca, who now between them, run a successful specialist fencing and landscaping company across the region, employing twelve people with a turnover of £1.4 million a year.

“We've diversified even more than most people and now the buildings that we used to keep ostriches in have been converted into three holiday cottages.”

Cornish Mutual has been insuring Ben and his family throughout all the business transformations and John looks after their insurance needs for motor, business, house and holiday lets.

Ben adds, “I don't have to worry and I just know we're covered. They come out and sort it out. Whenever we've had problems they've been there and I can't fault them for getting out and sorting it, it's good to know they're around.”

1.00pm – lunch break
After his visit to Bovey Tracey, John stops on the hop to grab a sandwich and coffee for lunch in his car before his afternoon appointment. “I spend most of my day on the road and it does bring you closer to what's happening on the ground and your Members.”

When John started with Cornish Mutual he says he already had good contacts in the farming industry, “I worked in livestock markets for around 12 hours a day and most of the farming community would be there. I was also secretary of Totnes and District Agricultural Show for many years, so there's a mutual respect there.”

So how has the role for John changed over the years? “Although compliancy and more rules and regulations have been introduced in the financial services industry, the basic role of an Insurance Inspector with Cornish Mutual hasn't changed. You're still out there serving customers, making between three and five visits a day, making sure your Members are happy and getting the best customer service,” says John.

2.00pm – Naracombe Farm, Islington
John's final call of the day is to Rob Wills in Islington. Rob's delighted when he arrives at the busy farmhouse because it gives him an excuse to break for a cup of tea.

Rob and his wife Sue run their own business, UK Sire Services, an independent bull stud set up to collect, store and distribute semen. Working with top cattle breeders they collect semen from dairy and beef bulls on behalf of owners throughout the country to export or for domestic use.

“Personal contact is right at the top of my list and always will be”, says Rob, “With insurance you need to have a trusting relationship with the person you're dealing with and respect the expertise and advice you're receiving.”

John handles Rob's standard farm policy, home, contents and liability insurance. Previously Rob was a dairy farmer and had been milking cows for around 20 years before moving into the agricultural genetics industry.

“As much as I love milking cows, I wanted to have a bash at something else and needed a challenge. I just thought there was more to life than working 70 hour weeks and needed to get a better work/life balance. We'd been hit by the BSE crisis and it was time to diversify,” adds Rob.

UK Sire Services works with agents all over the world including in Australia, where he has helped to sire five national champions.

Rob says, “I've known John for over 35 years and we have a real friendship, as well as working relationship. Sue and I appreciate his honesty and have a good rapport with each other.”

4.10pm
Back in the office, John catches up with messages and checks appointments for tomorrow. When the day is done, he'll shut down his home office and make dinner for himself. 

Even then, John is never off duty. “Because of the close relationship we have with our Members, they have the ability to contact us 24 hours a day. We're really not nine to five and that's the difference.”