At Russell Worth we have a dedicated New Client Team to help our new clients through the critically important early stages of a claim. So, just what do they do?
Zoe, the Team Leader of our New Client Team explains: ‘We know how important it is for our new clients to get an efficient and speedy service when they first contact us after their accident. People are often in pain and they can be losing wages, just at the time when they need to spend out more on medication or travel expenses to doctor or hospital appointments for example. So, we aim to provide a helpful and supportive service to get the client the help and advice they need and get the claim under way as soon as possible’.
It seems to be working. Last year, we asked our new clients how we did in the early stages and over 90% of them said they would recommend our service to others in a similar position.
Zoe points out that when clients phone the New Client Hotline number 0800 028 2060, the person who answers the phone is a team member, so the client is immediately talking to the person who will guide them through all the important early stages. ‘We can immediately get to work, advising the client of their rights and getting the information we need to get things moving. In nearly all cases, we can give an answer there and then about whether we can take on the claim. In most cases, we can arrange for treatment to help clients to get better as soon as possible. We explain ‘no win no fee’ and how the claim is financed, to stop any worries about big legal bills. And we arrange an appointment at the client’s home to get the paperwork dealt with properly and quickly’.
How long does that all take? ‘Just a few days’ says Zoe. ‘And we keep in constant contact with the client by phone, text and/or email. Then as soon as the paperwork comes back after the appointment, we are under way with the claim’.
So it’s busy then? ‘Always’ says Zoe. ‘The team work until 9 o’clock on weekdays and on Saturdays and Sundays, so we are around when our clients need us. But it is also very rewarding – being able to help and advise people when they most need it is very satisfying’
We hope you won’t need us, but if you do, remember to call our New Client Team on 0800 028 2060.