On the phone and face to face

At Martin Shortt Insurances, customer service means answering the phone and meeting people face to face. For director Thomas Brady, that direct human contact is not an optional extra but the foundation of the Virginia-based broker’s business.

The firm is a finalist in the Excellence in Customer Service category of the 2026 Cavan Business and Tourism Awards, recognition of a personal approach that has helped it grow year after year since it was established in 2022. There is no call centre: Customers who ring speak to one of the four-person local team, with calls expected to be answered within three rings.

They can also walk into the Virginia or Oldcastle offices and deal with an advisor in person. Saturday and evening appointments are available for those who cannot attend during normal hours.

The broker arranges car, home, farm, commercial and property insurance through more than 22 providers, while renewals and documents are posted so customers are not forced down a digital-only route.

“One of the things that always wrecked my head was unanswered phones or waiting 15 or 20 minutes. If you have a claim, make a temporary change or a permanent sub, you have somebody local that you can call into and can assist you. So we’ve excelled on that. We set up in 2022 and year on year… we’ve grown and it’s due to customer service.”

The nomination helps spread a straightforward message: In Virginia, customers can still pick up the phone and reach a person who can help, or call into an office for a face-to-face conversation.

Brady says that accessibility matters not only to older customers but also to busy commercial clients who may need an indemnity or other document quickly, without log-ins, passwords or unnecessary digital hurdles.

CONTACT US

Martin Shortt Insurances Limited is based on the Cavan Road, Virginia [A82 VF68].

Call 049-8541888 or log on to martinshorttinsurance.ie

* Martin Shortt Insurances Limited is regulated by the Central Bank of Ireland.