Meet the team: Putting a face to the Club’s claims and complaints team

Whilst claims handling is provided by your Insurer, the Caravan and Motorhome Club consistently reviews your feedback to share vital advice in our Safety and Security newsletters, and continually look to improve your service.

To help you get to know the people working behind the scenes, we sat down with two key members of the Club’s dedicated team.

Dedicated experts at your service

Natalie O’Mara – Claims and Complaints Controller

Natalie manages the relationship with Crawford and Company, our caravan cover claims handling provider, to ensure that every member receives a fair, transparent, efficient service and the Club’s high standards are met at every stage.

Sally-Ann Pothecary – Senior Claims and Complaints Handler

A true veteran of the Club with over 19 years of experience, Sally-Ann manages accidents and incidents that occur on our Club sites. She meticulously reviews claims to ensure fair outcomes and takes the lead on actioning customer satisfaction results and complaints.

How we manage your feedback

Once your claim has been settled, you will receive a short survey asking for your feedback. We genuinely read every response; this is our best opportunity to review your experience and ensure we are constantly improving the member journey.

Listening to your insights has directly allowed us to make the following improvements:

• 24/7 claim reporting: You can now report your claim 24 hours a day, 7 days a week, by calling our claims handling provider, Crawford and Company, on 01908 892 318 
• Proactive claim handling: We know how frustrating it can be when repairs can be delayed. For claims that have been open longer than expected, we review the case in full to see if there are any ways we can assist you with getting you back on the road sooner. We are actively in your corner. 
• Approved repairers list: We have added a frequently used repairers list to our website for members who are unsure where to go for a reliable repair.
• Complete Vehicle Service (CVS): Introduced CVS for repairs, meaning they will directly arrange the repair with a repairer on your behalf. Crawford and Company will instruct CVS on your behalf at the claims stage if you require this service.
• Warranty Solutions Group (WSG): We’ve partnered with WSG to offer a bespoke warranty specifically for Club members. Caravan Cover is designed to protect you against a loss in the event of things like accidental damage and theft. It's not designed to protect against unexpected costs caused by wear and tear. That's where WSG comes in. Common issues like mechanical and electrical reliability, as well as window and sunroof fractures caused by wear and tear, can hit owners' pockets when getting them repaired. WSG's new warranty cover closes the gaps in your protection. Members can choose between a £1,500 or £3,000 claim limit per incident, providing a robust safety net against high repair costs that are caused by wear and tear. 

If you would like to provide us with feedback regarding your experiences, you can email the team directly at escalations@camc.com.

How we manage complaints

We want to ensure your concerns are heard by the right people as quickly as possible. To remain efficient, we route complaints based on their specific nature:

• Claims-related complaints: If your feedback concerns the handling or decision of an active or past claim, it is managed directly by Crawford and Company, who can be contacted on 01908 892 318 or by email at caravanclaims@crawco.co.uk.
• Product complaints: If your concern relates to the insurance product itself (including advertising) or the Club’s service, Natalie or Sally-Ann will personally investigate and resolve the matter. They can be contacted at escalations@camc.com.

Why the personal touch matters

The Caravan and Motorhome Club team is deeply rooted in the touring lifestyle. We understand the unique nuances of caravan and motorhome ownership, from the technical requirements of specialist repairs to the deep emotional value of your "home away from home".

With experts like Natalie and Sally-Ann leading the way, we ensure our service remains trusted, helpful, and professional, reflecting the core values that have defined the Club for over a century.