Double promotion at FMG
Publish date: 17/05/2023
FMG is evolving its operational structure to reflect its recent growth and investment.
The restructure sees the promotion of two long-serving managers, Joe Day to the new role of Head of Claim Notification and Luke MacRae to Head of Downtime Management. Both roles will support the delivery of service excellence and process efficiency as the business optimises recent investment in automation to provide customers with greater choice and communication options.
Joe has managed FMG’s Third Party Claims Team for the past four years and now oversees the management of all new claim notifications up to the point of repair allocation, including third party intervention. Working alongside Joe, former Business Change Manager Luke takes responsibility for the operational delivery of vehicle repair from first allocation through to vehicle return.
Together Joe and Luke have amassed 35 years’ experience at FMG.
John Keeton, Operations Director at FMG said, “I am delighted by the promotions of Joe and Luke to FMG’s senior leadership team. Their appointments are a pivotal step in updating our operational structure to support our continuous improvement strategy and our recent growth and investment. Together Joe and Luke bring an impressive wealth of business acumen, industry knowledge and strong customer relationships, as well as a crystal-clear commitment to providing a sustainable, robust and best in class claims management solution.”
FMG’s new operating model acknowledges emerging trends in the accident management market and is designed to better support customers, drivers and policyholders in the high-value areas which matter most to them. To further support this evolution, FMG has invested heavily in automation to provide customers with greater autonomy and choice. Last year FMG launched FMG Indicate, an enhanced agnostic Risk Management solution and FMG Connect, a self-serve multi-channel communication platform. FMG’s ENOL solution is due for launch this summer.
John said, “We continually seek new and innovative ways to add more choice and value for customers and automations provide a convenient, speedy and efficient option, but we can’t and won’t automate every process. Some customers still prefer to speak to a real person and some claims require human expertise, initiative, problem-solving and empowered thinking. By restructuring our teams in this way we continue to invest in the areas that matter most to our customers; providing choice, clear communication and expert advice, however they prefer to engage with us.”
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Press Contact:
Rachael Moss, Marketing Manager, FMG Rachael.moss@fmg.co.uk, 07789 223701
Editor’s Notes:
FMG is the UK’s leading provider of comprehensive incident management and roadside solutions, delivering 24-hour vehicle and driver support to a portfolio of over 600,000 cars, LCVs and HGVs. Operating on behalf of private and public sector fleets, major UK insurers and brokers, leasing providers, Police Forces and National Highways, specialist services include incident management, roadside assistance and breakdown recovery, repair management, risk reduction and a range of legal services.