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As part of their ambitious growth strategy, Cirencester Friendly has created the brand-new position of Proposition Manager. The role will be taken on by Victoria Clark, who has been promoted from her current position of Senior Marketing Executive.

Victoria has been with Cirencester Friendly for more than eight years. Starting out in the Customer Care Team, Victoria made the move into Marketing in 2018 and has been involved in a wide range of adviser and Member-facing projects, including onboarding new strategic partners and the new 2-year short-term benefit option. Over the past few years, Victoria has also led on PR for the society.

Income protection specialist Cirencester Friendly have become the latest new ABI Member, joining the voice of the UK’s leading insurance and long-term savings sector.

Cirencester Friendly is a mutual insurer, owned by its more than 44,000 Members. Every decision is taken for the benefit of these Members. Becoming part of the ABI demonstrates the commitment the organisation has to providing Members with the best possible products and services. It also underlines the growing voice and position Cirencester Friendly has in the market, as it looks to raise awareness of both the value of income protection and mutual organisations.

• 95.8% of claims paid, up 0.4% on 2022 figures

• An average of 94.5% of claims paid over the past decade

• In total, more than £9.3 million was paid to Members in benefits

• 32% of claims related to accidents, 25% to musculoskeletal issues and arthritis

• Average age of male claimants is 40 and female claimants 42

• 47.6% of claims were from millennials (those aged 27 to 41)

• 95% of claims were made after a deferred period of four weeks or less

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As part of their continued commitment to exceptional service, Cirencester Friendly has created a new position of Director of Customer Experience. Michelle West-Wiggins, the previous Head of Customer Experience and Claims has been promoted to take on this fresh challenge.

These changes mean Michelle becomes a Member of the Executive Team, ensuring customers are at the heart of all strategic decision making. Robert Higgins has been promoted to Claims Manager and will report directly to Michelle. In addition, new Claims Consultants roles are being created. These consultants will have end-to-end ownership of claims, ensuring claimants have one point of contact, improving their experience.

Cirencester Friendly have been working hard through 2023 to ensure we keep our neutral carbon footprint. Our aim was to further instigate key policies at the benefit of staff and increase our support within the local community. This year, we have made great headway to becoming an even “greener” Society.

Attaining a Net-Zero Carbon Footprint

As you may be aware, we are a socially conscious enterprise, and our commitment has been unwavering. Our staff Members committed to taking part in our internal litter picking initiative to support the South Cerney community. We have made a great impact, and we are being recognised for our efforts.