News

Auxillis Appoint New Sales Director

Auxillis is pleased to announce the appointment of James Roberts as Sales Director, with effect from 6th October 2025. James will join the Auxillis Board and more broadly, will support the wider Claims and Services function across mobility solutions provider, ZIGUP.

With a vast knowledge of the claims and insurance industry spanning 29 years, James brings valuable expertise from his previous senior roles including Head of Insurance Sales at Europcar, where he led a highly successful Sales team and played an integral role in transforming their insurance proposition.

Speaking of his new role, James said: "I'm very much looking forward to joining Auxillis, a market leader with great ambition, a great place to work and a business that prides themselves on customer service. These values are important to me and gives me confidence that I can make a meaningful contribution to their growth and continued success".

James joins during a period of exciting growth for Auxillis, marked by the launch of several new partnerships and the renewal of key longstanding collaborations. Additionally, they have also invested in new technology, recently upgrading the core telephony system within their Peterlee contact centre to further enhance their customer experience.

Auxillis Managing Director, Mel Bebbington commented: "We're delighted to welcome James to the Auxillis team. His extensive experience, strong leadership and alignment with our values make him a great addition to our business. James will play a pivotal part in driving our strategic goals forward and reinforcing our position in the industry as the mobility partner of choice."

Auxillis Announces Strategic Partnership with Howden Corporate & Commercial division

Auxillis has recently formed a partnership with Howden UK&I's Corporate & Commercial division to provide its claims management service including vehicle replacement and repair services - and most notably, a full First Notification of Loss (FNOL) provision.

Howden UK&I is part of global insurance group Howden, and one of the largest specialist insurance distribution groups in the UK.

This collaboration introduces Howden Corporate & Commercial clients to the Auxillis solution which is designed to quickly and efficiently get them back on the road after an incident. From the first point of contact expertly gathering information and assessing liability, to vehicle recovery, coordinating repairs and arranging replacement vehicle hire, this partnership is focused on enhancing the client experience during what is often a challenging time. By delivering exceptional client service and support, the service provides peace of mind and improves the overall claims journey.

Phillip Witterick, Auxillis Commercial Director said, "Auxillis is delighted to announce its partnership with Howden UK&I's Corporate & Commercial division. Howden is, of course, a hugely successful and respected brand and this collaboration underscores the shared commitment of both organisations to delivering exceptional client service, fostering brand loyalty, and driving organic growth. This strategic partnership marks an exciting chapter for both companies as we continue to prioritise innovation and excellence in delivering industry-leading service and support."

Throughout the implementation of this partnership, Auxillis and Howden aligned closely in their values and vision, with both teams dedicated to working collaboratively to further enhance the claims journey, ensuring a streamlined and client-focused experience.

Richard Graham, Head of Claims and Risk Management for Howden UK&I's Corporate & Commercial division commented: "We are thrilled to partner with Auxillis, a leader in accident management services. This collaboration aligns with our commitment to deliver unparalleled support and innovative solutions to our clients when they need it most. By combining our expertise with Auxillis' extensive repair capability and mobility solutions, we can ensure our clients are back on the road quickly and the impact to their business is kept to an absolute minimum".

With 30 years' experience, Auxillis (part of the FTSE 250 listed ZIGUP plc) operates in partnership with major UK brokers, insurers, dealer groups and vehicle manufacturers to support clients involved in fault and non-fault accidents with full claims management including a first class FNOL service, replacement vehicle and repair management services, insurance products and legal services.

Auxillis selected to deliver Marshall Motor Group Accident Aftercare Programme

Auxillis has formed a new partnership with leading automotive retailer Marshall Motor Group, providing its accident aftercare service and vehicle replacement service.

One of the UK's largest motor retail groups, Marshall Motor Group represents 24 of the world's most popular car, van, truck and bike manufacturers from 143 stores situated across 34 UK counties. As retailers of new and used cars and vans, Marshall's vehicles range from the everyday to the high-performance luxury sports car.

The Auxillis Accident Aftercare solution is a complimentary service that can help to quickly and efficiently get customers back on the road. From vehicle recovery, to coordinating repairs and arranging replacement vehicle hire, the new partnership is designed to enhance customers' ownership experience through exceptional customer service and support at, what is often, a stressful time.

Auxillis state that management of efficient, high-quality repair to manufacturer specification via Marshall's own repair bodyshops ensures vehicles are repaired to their original standard and warranties are protected. This also boosts bodyshop revenue and increases customer retention.

Martin Casha, CEO at Marshall Motor Group said, "We're committed to ensuring every Marshall Motor Group customer experiences the same high quality of care. By partnering with Auxillis we can ensure that in the event of an accident, help is at hand. The Auxillis team will do everything they can to take away the stress and inconvenience of a vehicle accident and a key part of this is getting back on the road quickly with a suitable replacement vehicle."

Auxillis' dedicated Account Management team have worked closely over a number of months with the Marshall Motor Group team to develop a strategic, consultative approach to mutual organic growth.

Andrew Jager, Head of Automotive at Auxillis said, "Auxillis are delighted to be partnering with such a well-established brand as Marshall Motor Group. It has been clear through the implementation of this new relationship that both Marshall and Auxillis share similar values and commitment to customer service excellence, brand retention and organic growth. Our teams will continue to work collaboratively to enhance the post-accident support provided to Marshall customers."

With 30 years' experience, Auxillis (part of the FTSE 250 listed ZIGUP plc) operates in partnership with major UK insurers, brokers, dealer groups and vehicle manufacturers to support customers involved in fault and non-fault accidents with full claims management, replacement vehicle and repair management services, insurance products and legal services.

Auxillis Service Improvement Process Keeps Delivering Results

Auxillis focus and investment in its programme of continuous service improvement keeps producing measurable results, not just with keeping customers on the road and repairing their vehicle, but also ensuring they are delighted with the service.

At the heart of the Auxillis approach are our Customer Satisfaction Surveys, with every customer asked for their feedback at the end of the provision of services. The average response rate is over 26% which is over 4,000 a month which is feedback from around 48,000 customers each year! The survey generates qualitative and quantitative feedback including NPS, Customer Satisfaction Score and Customer Effort Scores as well as detailed responses to a range of questions about each aspect of the service.

These responses, especially the customer comments, are the vital input to the monthly Root Cause Analysis which drives the process of change and improvement managed by our Quality and Business Change Teams. From this analysis, any areas of service failure can be identified and improvements specified and implemented.

The real proof of the programmes positive impact is seen in Auxillis customer feedback, ratings and reviews. Below are some of the internal and external quality measures for Auxillis showing the consistently high level of customer satisfaction based on a range of measures - 9,000 Trustpilot reviews and 48,000 internal Customer Satisfaction Survey responses.

These great results reflect the skill and hard work of the Auxillis team, showcasing that our colleagues truly make the difference. Want to learn more about our service? Then click the link to watch our video:

https://vimeo.com/916017592/a411656332

Auxillis Appoints New Managing Director

Mel Bebbington has been appointed Managing Director of market leading claims management and mobility business, Auxillis. Former Claims Operations Director at Somerset Bridge Limited and a Non Exec Director at Southern Rock Insurance Company, Bebbington replaces Susan Howe who retires later this year.

This important appointment is seen as critical to the continuity of the business and capitalising on future opportunities. Harvey Stead, Redde Northgate COO who oversaw the appointment explained, "The priority was to find a candidate who not only had broad experience of the insurance market and a detailed understanding of the credit hire and repair sector, but also the skills and vision to lead the business in this new chapter".

He went on to add, "To ensure a smooth transition from the experienced hands of current MD Susan Howe, it was vital that we took time to make the right appointment and put in place a comprehensive shadowing and handover period - and crucially for Mel to meet our key partners".

A period of Mel Bebbington's early career was spent with Albany Assistance the forerunner of Auxillis and she said, "Seeing just how much Auxillis has developed using technology has been remarkable. But it's the hardworking colleagues delivering a full range of high quality services to motorists that's most impressed me. I'm very excited to be taking up the reins of such a successful operation and look forward to leading the team".