Baxters News

Please take the time to read our updates regarding COVID19.

Important Coronavirus Update

March 2020

Following government advice and in light of the evolving situation relating to Covid-19, we have taken the decision to ask all of our employees to now begin working from home until further notice. This will commence from 9am on Wednesday 18th March.

Our primary concern is the wellbeing of our staff and our clients, which extends to ensuring we continue to be able to conduct and manage our business successfully.

At Baxters we have been monitoring the fast evolving issues surrounding Coronavirus very carefully and making provisions to ensure the exposure to our staff and their families is kept to a minimum. Over the last few years we have invested heavily in our IT infrastructure which includes the ability for all staff to work as seamlessly as possible remotely from the office.

In recent days we have, as part of our business continuity planning, robustly tested these systems to ensure that we can continue to serve your needs should it become necessary for all staff to work remotely for a prolonged period.

We remain committed to providing the highest levels of personal service to our clients and believe the measures we have taken will allow us to fulfil this. However, as we all have seen over last week or so, things are moving fast so it would be naive of us not to suggest that you may experience some impact on our service levels, and we kindly ask for your patience at this time.

To ensure we are able to maintain our service levels for our existing clients and to support you, please help us to mitigate the impact by noting the following:

  • Phone calls – please continue to use the existing contact details you have for the person(s) responsible for handling your policies. Our teams have the ability to receive and make calls, but please bear in mind call waiting times and quality of calls may be impacted. Where possible, in the first instance please email your account handler or contact
  • Documentation – as in the majority of cases already, these will be sent by email as staff will not have direct access to printers. If you do require hard copies of documentation, we do have provision to manage this, but there may be a delay in these being issued.
  • New enquires – please allow us sufficient time to obtain new quotes from insurers. An increasing number of insurers are also setting up remote working capabilities and whilst they too are proposing business as usual, we would expect there may be delays in obtaining terms.
  • Renewals – Whilst we wish to ensure renewals are sent out in a timely manner, there may be instances where these are delayed. If you have not yet received an upcoming renewal quote, please contact your account handler.
  • Claims – If you need to make a new claim or have an existing claim, please contact us as usual. We will endeavour to process this as quickly as possible.
  • Mid-term adjustments – if you need to make a change to your existing policy, please ensure you provide us with sufficient time to obtain the revised terms.
  • Reviews of existing policies / arrangements (including pensions, investments etc) – Our teams are able to conduct such reviews remotely with you either by phone or emailed correspondence.

We are in unchartered times not only in our industry but also within the wider society. Please be assured that your Baxters team are working hard to operate as business as usual and we appreciate your support in achieving this.

Howard Lee FCA

Managing Director