Great to see the TCS team settled into their new abode. Certainly, a great environment to visit and work in even in these low occupancy times. We aim to make the most of the exclusive gym! Healthy bodies healthy minds, and a bright future for TCS.
This article originally featured on TodaysConveyancer.co.uk
Nigel Allen, Director of Total Claims Solutions & UNU Group, is a former CEO of claims management giants Slater Gordon Solutions Motor and has extensive experience growing and managing businesses within the insurance sector.
Working his way up from an initial role as a filing clerk, Nigel successfully grew Plantec Holdings into one of the UK’s leading motorcycle hire and repair operators, taking their hire fleet from 16 bikes to 600.
Most recently, Nigel co-founded Total Claims Solutions, a motor claims company offering a single point of contact for all aspects of a motor claim.
He is also a Director on the Board of UNU Group, the company behind a UK-wide free legal helpline.
Nigel explains in a Q&A below his professional background, about UNU Group and why the legal helpline was launched along with its operational structure.
What is your background and why did you set up UNU Group?
My fellow directors and I have spent over 20 years working in the legal services sector at senior level, and we have seen first-hand the changing way that consumers want to access legal services in the wake of technological advances and the disappearance of local high street firms.
Many people may refer to ‘my lawyer’, but how many people actually have a family lawyer these days? Very few in my experience.
The UNU concept is all about ‘you and your needs’. People utilise legal services on a needs-must basis, and with the demise of such advisory bodies as trade unions, a gap in the market has been created that the online space is rapidly filling.
Conveyancing has seen many changes over recent years with the emergence of conveyor-belt style, DIY, online-processing and fixed-fee models. Your house purchase is one of the most significant investments you and your family will ever make, and our aim is to make this as hassle and stress free as possible.
You mention it takes on average 130 documents and 300 emails for each conveyancing transaction. What’s the source of information for this? Have you conducted your own research/study (as mentioned in the article) and what did you learn?
This statistic is taken from an interesting piece by Peter Ambrose for Property Industry Eye, which examines inefficiencies in the conveyancing process. Ambrose analysed recent cases and discovered that, on average, they contained the 130 documents and 30 emails.
When I read this, it was clear to me that something needed to be done. That’s what the UNU Group helpline was born out of – the need to simplify legal services such as conveyancing and make them more consumer-friendly.
Ambrose’s piece can be found here: https://www.propertyindustryeye.com/opinion-piece-so-this-is-why-most-conveyancers-are-slow-and-inefficient/
Manning a 24-hour helpline has its challenges. How do you operate this? Do the personnel manning the telephones have legal experience/qualifications?
Operating 24-hours a day is a challenge, but in reality, people sleep so core call times are generally between 8am and 9pm. We do get some interesting calls outside of those hours from around the globe though.
The staff that man our telephones come from a variety of legal backgrounds, from legal executives to former estate agency staff. They also have the ability to put the caller immediately in contact with a solicitor if deemed appropriate or necessary.
We also think it’s good for our senior team to man the helpline from time to time, so you may be unlucky enough to have to speak to me or one of the other directors!
What is the pricing plan/options?
We offer a flexible pricing policy in England and Wales, for sale, purchase, both sale and purchase or remortgage requirements based upon valuation of transactions and the complexity of each individual case. We offer fixed and flexible price plans depending on the customer’s preference and the level of input they wish to have in the conveyancing process.
However, we also cover Scotland, where the conveyancing and purchase process is different. We are able to offer Scottish consumers a fixed price matrix plan.
How are you promoting the helpline?
We are currently promoting the helpline via online marketing platforms such as social media and Google Ads. We are also about to launch a partnership with a conveyancing-specific comparison website.
Looking for quality Legal Services Cases/Leads in Scotland. So any CMC’s or Marketing Companies looking to place work please contact Nigel Allen at firstname.lastname@example.org
FCA regulatory reforms are here, and there’s little debate that their introduction marks a huge shake-up for the claims management sector. Nigel Allen, Director of Total Claims Solutions, discusses the possible long-term impact on the industry.
On 1st April, the Financial Conduct Authority (FCA) took over regulation of all claims management companies (CMCs), including those operating in the previously unregulated Scottish market.
To continue to legally operate companies were required to apply for temporary permissions; these are to be extended to permanent status following applications between 1st April – 31st May or 1st June – 31st July (depending on the services offered and the previous regulatory status of the company).
“The FCA regulations are tough, so firms may struggle to adapt, particularly those who are used to operating entirely unregulated,” explains Nigel Allen, who has been in the claims industry for over 20 years.
“The regulation ensures that CMCs are held to the same stringent standards as other sectors monitored by the FCA, so for many the reforms represent a welcome step up in expectations.”
How will the new regulation shape the industry as a whole?
It’s no secret that the reputation of the claims industry has taken a hit in recent years, with complaints of nuisance calls and a lack of transparency leaving consumers lacking faith in CMCs.
“For too long, too many people have been pestered by unwanted calls, texts and emails from firms that often try to encourage dishonest compensation claims, at the expense of honest customers,” says James Dalton of the Association of British Insurers (ABI), who welcome the ‘long overdue’ regulatory reforms.
Allen hopes that the tougher regulations will go some way to rebuilding the reputation of CMCs.
“CMCs are an integral part of the industry and most operate honestly, with customer interests at heart. Unfortunately, a small minority of ‘cowboy’ firms have tarnished this reputation.”
“Companies must earn back the trust of the consumer. A set of regulations that prohibit misleading sales calls and the selling of data for marketing purposes while advocating fee transparency (such as the new FCA rules) will, over time, help repair this relationship.”
There is a caveat, though. With the application process a lengthy one and compliance potentially costly, some warn that the FCA regulations will hit smaller CMCs hard, with many opting to close or being incorporated by larger firms.
“We saw it when the FCA took over regulation of the debt management sector,” says Allen.
“Firms operating in Scotland may find it particularly difficult to comply with the new regulations, as they mark a significant change in comparison to what they are used to.”
“The danger is that if many CMCs disappear, access to justice may be constricted for the consumer.”
If your business is struggling to get to grips with the reforms, or you need help with the full application process, visit https://totalclaimssolutions.com for further help and advice.