From the very beginning, we set out at S&G Response with a clear purpose: to enter customers’ lives briefly but leave a positive impact that lasts a lifetime. This guiding principle has informed every aspect of our operations, from the way we design service solutions to how we interact with our clients, repair partners and colleagues, to ensure that even in the most transactional of moments, there’s always a focus on care, integrity and excellence.

Over the years, that purpose has translated into a business model that blends technical expertise with human understanding, and allows us to provide outsourced insurance claims handling, which is both seamless and personalised, and to use our detailed knowledge of the market in ways that benefit our clients directly.

The S&G vision

Our vision sits at the heart of how S&G continues to evolve, shaping not only where we’re heading as a business, but how we choose to get there.

This vision is built on the belief that meaningful innovation happens when technology, culture and people are aligned with a clear purpose, and by continuously utilising technology alongside a strong, values-led culture and a genuinely happy workforce, we innovate to deliver seamlessly integrated service solutions to the automotive sector that are designed around real-world needs rather than theoretical efficiencies.

To bring this vision to life, our commitment to delivering the very best customer experience is supported by the best people working collaboratively with the best partners to ensure that innovation always translates into something tangible, measurable and valuable for our customers. Then, by focusing on integration, simplicity and partnership, we’re able to create service solutions that feel intuitive, responsive and dependable, which strengthen long-term value across every relationship.

In practice, this means that our investment in technology is always purposeful, our culture remains people-first and our partnerships are built on shared ambition and mutual respect, all of which allows us to continually raise standards while remaining agile, human and deeply customer focused, and it’s this combination that enables our vision to move beyond aspiration and become a true customer experience.

Shared values

Our shared values are at the very heart of S&G, and they’re embedded into every interaction and decision we make as a team.

From our Board of Directors through to the newest member of the team, integrity drives us to do the right thing, for the right reason, whilst accountability ensures we take ownership of what we do and how we do it, never losing sight of the responsibility we carry to our clients and colleagues alike. Then, innovative simplicity encourages us to generate ideas that are both creative and practical, delivering solutions that work without unnecessary complexity, commitment underpins every aspect of our operations, whether it is to our people, our customers, or the quality of service we provide, and teamwork reminds us that collaboration is the foundation upon which every achievement is built, as we work together to meet challenges, exceed expectations, and continuously raise the bar.

This value-driven approach has allowed our teams at S&G to grow methodically and purposefully while always keeping people at the centre of our operations. In fact, we believe that by fostering a culture where employees are empowered to become the very best versions of themselves, supported by leadership that is both visible and accessible and a framework that encourages learning, innovation, and progression, this can come together to build a culture of engagement which translates into exceptional service delivery. As such, a happy, motivated workforce enables us to deliver seamlessly integrated solutions to the automotive sector, creating tangible benefits for our customers through the expertise, dedication and collaborative approach of our teams.

Growth and evolution

Throughout our 15 years, we’ve been able to develop a breadth of expertise that allows us to meet the increasingly complex needs of the motor insurance sector, and today, our operations support more than 450 repair partners, and spans 3 main locations, the latest of which included opening, expansion and renovation in 2022.  

We’ve also been honoured with a number of industry accolades, including the Investors in People Gold Award in 2014, through to Best Companies: One to Watch in 2018, as well as ranking within the Top 75 Best Companies in 2019 and becoming a member of the Institute of Customer Service in 2021 which has since supported our commitment to providing the best possible customer journey.

What’s more, the past 15 years have given us the opportunity to build a much bigger network, allowing us to process a staggering 97,348 claims, and raise a total of £86,300 for charity through our team efforts across all locations too.

But while these milestones illustrate the scale, impact and human dimension of the work we do every day, central to our growth has been the leadership team, whose combined expertise ensures that every facet of the business is strategically aligned and operationally excellent.

Across commercial, operational, financial, sales and business change functions, our leaders collaborate closely to ensure that S&G not only meets but exceeds expectations, balancing innovation with operational rigour and strategy with the day-to-day delivery of service excellence.

From the very beginning when Managing Director Andy Whatmough, Operations Director Nick Stone and Commercial Director Nik Griffiths began our journey by founding our business in 2009, the trio have played a pivotal role in shaping S&G’s journey.

Since then, we’ve welcomed Finance Director Allister Hill, Head of Business Change Mike Whatmough, Head of People & Culture Anne Pass, Head of Operations Glenn Taylor and Head of Sales Paul Wilkinson, who each work together to form the incredible leadership team here at S&G Response which instil those all-important values through every action they take, and inspire our teams to succeed.

A story of partnership

We’ve built our offering in close collaboration with our clients, designing solutions tailored to the challenges of their individual requirements and ensuring that every process, technology and touchpoint is aligned with delivering the best possible outcomes. This partnership approach has allowed us to stand apart from competitors, providing not only claims handling but a comprehensive, integrated service experience which is responsive, flexible and designed around the real-world needs of the automotive sector.

To us, reflecting over our years between 2009 to 2026 solidifies the S&G story as more than one of business growth, awards and metrics, but one of purpose in action, people and culture and a commitment to leaving a lasting impact wherever we operate.

Plus, it’s our belief that each claim we handle, each partnership we build and each community initiative we support is a continuation of that story, and a tangible demonstration of the values and vision that underpin our business.

3 cheers for 15 years

We’re so proud to showcase the incredible work our teams have achieved, and we’re equally excited by what lies ahead.

From humble beginnings in 2009 to our position today as a leading outsourced claims handler, the journey has been defined by purpose, people and partnership, and it’s these qualities that will continue to guide us as we write the next chapter for S&G Response.

Would you like to join us for the ride?

If you’re interested in joining us our team here at S&G Response, reach out today.