ULR IS A HIDDEN GEM – WITH EXTRA SPARKLE

It would be easy for the 100-strong team at Norwich-based ULR to dwell on an amazing 20 years which have seen it grow to be one of the UK’s biggest providers of turnkey accident management services.

But the focus is firmly on using that success to develop an even more promising future.

Chief Executive Nigel Sayer expects business to build by another 50% over the next three years, the sort of sales growth which would mean more jobs, mainly local and home-grown.

That's where the heritage comes in. Now based at Whiffler Road, Norwich, all the lessons learned since 1988, when Alan Macalister founded the business in Taverham, have been incorporated into its foundations.

So, while money may talk, there is much more to be said at ULR about personal relationships, good contacts and loyalty.

“Of course we like to be liked,” said Commercial Director Paul Cosh, previously a Director of Highway Insurance Group plc who recently joined ULR. “We believe that everyone who deals with us likes us – and we want to keep it that way.

“The extra services and special attention we offer mean more cuddles for the clients and encourage brokers to get in touch and provide even more services for their customers.

“I see ULR as the hidden gem but one which is really showing its sparkle now.

“Our aim is always to take the pain out of a claim. We handle claims directly with clients' customers and offer a service that ensures future loyalty.”

Loyalty is a key word for ULR which provides a wholesale service to clients like banks, financial institutions, affinity groups and brokers. For brokers, it is a chance to diversify their product range.

“We are always working to develop long-term relationships and have established many very loyal clients,” said Mr Sayer.

The philosophy is reaping big dividends.

“We expect 10% annual growth over the next three years in personal lines and even higher on commercial products,” he said. “And we're confident that an expanded product range will lead to organic growth.” Commercial products include legal expenses and claims management systems, as well as employment, statutory licences, insolvency and contract advice.

Mr Sayer's enthusiasm is shared by Rob Kay, Managing Director: “I believe our collaborative approach makes us special. When you start out as a new broker, selling is important. We provide the package of support and all the services are tailored to the brokers.

“When their client makes a claim they see what they have been paying for. We ensure the claim handling operation runs as smoothly as possible.”

The ULR approach cascades from senior managers through to staff, many of whom have grown into the business from an early age.

A high proportion walked through the doors for the first time on work experience, went on to do Saturday work and progressed into employment.

“There is a strong, young, home-grown culture which shows that you can progress whatever your age,” said recently appointed Operations Director Sharon Nurse who has worked at ULR 14 years, starting as a typist.

As a team they meet high standards with calls being answered promptly and professionally in the call centre 24/7 365 days a year – this is a business that supports its customers even on Christmas Day.