With nine staff members, Triple F is an organisation where short lines of communication are key, both internally and externally. And their clients know this too. Remco: “Our clients ring or email us and know that we’re there for them. Generally speaking, we have a loyal client base, comprising a diverse range of clients. We operate in a highly competitive market and are dependent on geopolitical developments around the world. Over the past twenty years, there have certainly been quieter and busier periods, with all the challenges that entail, but we always find a way. We simply deal with whatever comes our way, and our clients know that too.”
Trust
Triple F’s way of working is characterised by open communication and trust. And that’s how the partnership with Xolv came about. Remco: “It’s actually quite funny and a bit of a coincidence how we ended up working with Xolv. We received a phone call asking if we had credit insurance. The answer was ‘yes’. We were a direct client of an insurer for our credit insurance. Xolv made a good impression over the phone, so we invited them for a meeting. That went so well that we gained confidence in them, and Xolv became our insurance broker. Strangely enough, it’s actually quite difficult to deal directly with an insurer yourself. We did have an account manager, but he was hard to get hold of. I think an organisation like that has simply become too big for personal contact. Rajko is our regular Xolv partner and the way he looks after clients… you won’t find that anywhere else. Rajko is so knowledgeable and always takes a proactive approach to looking after us.”
Thinking critically
During the period that Triple F has been insured, there have only been a few minor claims. Remco: “Rajko has gone out of his way to ensure claims are handled properly; it’s obviously great that we’ve had so few ‘bad apples’. It’s also valuable that we can consider in advance which customers we do or don’t insure, and whether or not we should do business with a particular customer. What’s more, Xolv always takes a critical look at our policy and helps us think through new contracts. You really feel like you’re working together; we never get a half-baked answer when we ask questions. And that suits us – we’re just as close to our customers as Xolv is.”