The Federation of Master Builders

FMB Insurance achieve Investor In Customers Award

Published date: 20 September 2019

FMB Insurance are delighted to announce that we recently achieved a ‘silver’ award from leading customer experience experts, Investor in Customers (IIC).

This is our first IIC assessment and we received a lot of positive feedback from clients which included; focus on the quality of the relationship, the fact we treat customers fairly and that we are easy to do business with. Some examples of customer feedback are as follows:

“Insurance is always a long and boring process. This was not the case with FMB Insurance, they did all the hard work & I know many builders need to save time anywhere they can.”

“The company provides an unusual level of individual service and staff members have been excellent in giving prompt and efficient service.”

“Excellent service with no problems over the past 3 years”

“Since we started using FMB 4 years ago for our insurance their service has been very good. We had a loss (the first in 17 years) and this was actioned most professionally with a good outcome.”


Words that customers used to describe us:

Attentive        Knowledgeable          Inspiring         Informative         

Supportive     Understanding           Competitive        Efficient   


This is a fantastic achievement for the team. We are very proud of the hard work that has gone into achieving this award. Customer service is at the heart of what we do and we are continually striving to maintain and improve both our service and relationship with our customers.”  

Sadie Phillips, Director FMB Insurance.

IIC is an independent assessment organisation that conducts rigorous benchmarking exercises.  The outcome of these exercises. These exercises determine the quality of customer service and relationships across several dimensions, including how well a company understands its customers, how it meets their needs and how it engenders loyalty.

FMB Insurance have achieved IIC’s silver award in its first assessment recognising that it is providing its clients with an “outstanding” level of customer experience. This is an excellent achievement, and the team should be rightly proud, not least because they narrowly missed out on achieving a gold award. The team is passionately determined to continuously improve and achieve a gold award next year working with IIC to implement change, and I have no doubt that this will be achieved.”

Neil Gurdin, Customer Experience Manager at IIC.

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