Why we let our clients do the talking

Most people read reviews before deciding who to trust with something important. And rightly so. In a world where fake or misleading feedback is everywhere, healthy scepticism is sensible. But genuine client feedback still matters, and nowhere more so than in a business built entirely on relationships.

Feedback isn’t about chasing stars or looking good online. It’s about understanding how we’re really doing, and continually raising the bar.

Honest by design

We actively ask our clients for feedback at key points in the relationship, typically after renewals or when new cover is put in place. This isn’t a one-off exercise; it’s an ongoing process designed to reflect the real client experience.

We don’t cherry-pick who we ask, and we don’t incentivise positive comments. Every piece of feedback is genuine, unfiltered, and visible. We read it all, respond, and use it to shape how we work.

“I’m well aware that you need to trust your insurance provider. And I’ve always preached – and practised – open, honest business, conducted with integrity. ” Paul Macbeth, CEO

 

After reviewing several well-known review providers, we chose to partner with Working Feedback. A recommendation from a trusted industry contact and a platform that offered the right balance of functionality, flexibility, and value.

Working Feedback allows us to request, capture, and publish client feedback in real time across our website and social channels, while also giving clients the option to leave a Google Review if they wish. The process is really simple for clients and robust behind the scenes.

Crucially, Working Feedback ensures the integrity of the feedback process. We can’t edit, filter, or interfere with comments or scores, not that we’d want to. Every review is published exactly as it’s submitted, helping to give confidence that what you see is genuine and unfiltered.

What the Feedback Tells Us

The majority of feedback we receive is extremely positive, and we’re proud of the high satisfaction levels our clients report.

We’ve received 853 verified reviews, and have an average score of 98% equating to a 5 star rating – the maximum rating available is 5 stars.

We’re proud of those figures, but we don’t treat them as a finish line. Occasionally, we receive feedback that highlights an issue, perhaps around timing, communication, or expectations. When that happens, we see it as an opportunity – it prompts us to pause, understand the problem, and refine the way we work.

Not every experience is a five-star one, and that’s okay. Constructive criticism highlights opportunities to improve, address issues, and strengthen relationships. Some of our most valuable conversations with clients have started with a piece of honest feedback.

We speak with the client, understand what went wrong, and put steps in place to improve things going forward. Honest feedback helps us move forward, not backwards.

What our clients say

Rather than telling you what we think, it’s more important to share what our clients say:

• Excellent service with proactive attitude and fast response time. High focus on delivering customised solutions. Olivier – verified review 28th August 2025
• The usual prompt and efficient service. We have been with Macbeth and their predecessors for 18 years and the service has always been outstanding. Kevin – verified review 15th October 2025
• Service has been second to none, fantastic. Highly recommend. Jonny Denton – verified review 15th October 2025
• Excellent service – We have now used Macbeths for a number of years for both our business and personal insurances. Catherine Smith is a credit to the company and is always a pleasure to speak to and works in an efficient manner. She always goes the extra mile for us. Nick – verified review 14th October 2025
• Exceptional People. I can’t thank Macbeth employees for all their help and assistance, nothing is a problem to them. William – verified review 16th October 2025
• I am delighted with the service I receive. It is always excellent, and everyone is a pleasure to work with. Sheila – verified review 16th December 2025
• Excellent To Work With. Macbeth are easy to communicate with. They respond rapidly and always provide excellent communication. Their prices are very competitive and they do their best to get the best deal for you. We have been using MacBeth for many years for our business insurance. Andrew – verified review 21st January 2026

These comments reflect the relationships we build, the trust our clients place in us, and the standards we hold ourselves to every day.

See for Yourself

We believe the most meaningful way to understand who we are is through the experiences of our clients. Their feedback keeps us accountable, and continually focused on delivering what really matters.

You can explore our reviews on Working Feedback.

If you have any questions or would like to get in touch, we’re always here to help – feel free to call or email us anytime.