As in any responsible business, Bourne Leisure remains focused on the safety of its customers. With the rise of no-win no-fee claims companies, the claims team saw an increase in workload and recognised that they needed a fast, accurate way of handling the claims. Given the potential costs of claims in terms of settlements and compensation, the time taken to investigate each claim and the threat to the company’s reputation, it became vital to install a system that would address Bourne Leisure’s needs easily, effectively and give the company confidence in its capability.

Bourne Leisure recognised the problems they were facing. Head of Serious Complaints team Jan Axten says, “Dealing with guest services we have to pay particular attention to health & safety issues, including accidents and incidents with the knock-on effect of liability claims. PRIME had real insight into what we needed and how to address it.” Details about an incident are recorded directly at the park. The information makes a permanent record, which can include photographs of the incident’s location and its condition at the time. From her position at head office Jan can check accurate and timely details whenever a claim is received. Jan explains, “Because it’s very easy to put information into PRIME, there’s no barrier preventing people on the parks from recording incidents. So I can trust the information. However, the people working on the parks are extremely busy. If a claim comes in I don’t want to have to phone someone to see if an incident was reported. I want immediate access to the details. PRIME gives me that access and confidence that the information is accurate.”

“Dealing with guest services we have to pay particular attention to health & safety issues, including accidents and incidents with the knock-on effect of liability claims. PRIME had real insight into what we needed and how to address it.”

 

Jan Axten, Head of Serious Complaints, Bourne Leisure