Service Excellence – Retail Insurance


The Challenge

  • Our client, a UK Retail Insurance company, operated in a multi-channel and multi-product environment with circa 1.7m calls and 1m post/emails a year
  • The challenge was to enable the leadership team to understand how well the operation met their customer needs and how to improve this

The Solution

An assessment was undertaken of the service delivery process from a customer’s perspective, as well as an evaluation of the effectiveness of existing operational processes end-to-end, from sales through to back office, and used to develop the solution:

  • A sustainable roll-out programme was designed and implemented across the entire General Insurance business
  • Evidenced measurable results were achieved across colleague capability demand, Royal Mail returns and dual insurance admin work days

Results & Learnings

  • Programme deliverables included:
  • Reduction in failure demand by 65%
  • Reduction in AHT by 15%
  • Increased colleague capability demand to 85% FPOC resolution
  • Reduced Royal Mail returns by 90%
  • Reduced dual insurance admin work days to 1 day turnaround for 85% of cases