Customer Care

Customer Care

We aim to make your experience with us more like that of a boutique hotel or "Club Class" than the call-centre mentality of the vast corporations dominating much of the financial services sector. 

We work high levels of transparency, providing advice that is truly independent and given in plain English.

  • We aim to treat people as we would like to be treated ourselves, that is with respect, courtesy, and empathy.
  • We aim to provide a fast and efficient service, answering calls within three rings, and responding swiftly to emails.
  • We aim to provide a congenial environment that is clean, accessible and safe.
  • We welcome and encourage feedback from our clients, positive or negative. It is raw material for our growth and development as a business.
  • We are committed to solving our clients' problems quickly and reporting back.
  • We aim for high standards of communication, ensuring that our customers have a clear understanding of our insurance products and can be confident that they are designed to meet their needs.
  • Our policy is to put customers’ interests first and treat them fairly. This is at the heart of everything we do and want to achieve.
Portfolio Policies Red Car Gold Jet 2

“La Playa is extremely helpful in all respects and I have recommended you to friends already!”

John F, Private Client

 

Ready to work with us?

You can call us to talk more about your business on +1 646 665 7737

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About La Playa Private Client

Specialist & Independent

La Playa's Personal Risk Concierge service means advice you can trust - from an expert who understands you:

  • Specialist, global policies for affluent lifestyles
  • Independent, expert advice
  • Boutique–style, luxury service
  • “Can do” culture
  • Worldwide capability with offices in New York & London

As an independent broker, we can advise on the best policies available - and on risk management measures including valuations, security, fire prevention and property marking - preserving the value of your property and giving you complete peace of mind. We have access to excellent terms with high net worth insurers including Chubb, Hiscox and Hartford.

What does “Boutique Service” actually mean?

La Playa’s Personal Risk Concierge means:

  1. Careful listening to really understand your needs and priorities
  2. As much help as you need with completing forms to provide risk information
  3. A discreet and complimentary appraisal* of your property to assess the risks and ensure you have the right cover where you need it
  4. An independent market review - so you don’t have to shop around comparing policies, cover limits, risks covered and smallprint exclusions
  5. Careful monitoring of the insurers’ financial strength, claims and customer service
  6. An independent recommendation of the best policy for you - and why
  7. Specialist policy wordings from underwriters who have demonstrated excellence and deep understanding of your risk exposures. We have analyzed a wide range of policy wordings and have selected only the best for our panel. Our advisors have a deep working knowledge of these policies 
  8. An intelligently designed portfolio of protection across multiple asset classes and territories
  9. Advice on how best to manage your risks - to keep you safe but also to keep insurance costs down
  10. A dedicated advisor so you can speak to the same person each time.
  11. Expert guidance on valuations, security and risk management, and connecting you with specialist advisers and suppliers
  12. Direct phone and email access to your adviser for questions and advice. We aim to pick up calls within 3 rings and to respond to emails within 60 minutes
  13. Policy documents emailed to you - no logins and passwords to remember
  14. An advocate beside you if you make a claim - thinking laterally to mitigate the impact, making useful connections to get you back up and running, and driving through a swift financial settlement

Oh, and...

No call centres
No ‘hold’ music
No hidden fees

*subject to availability with our insurer panel

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+1 646 665 7737
+44 (0) 20 3865 0149
+44 (0) 1223 200650