Huntswood partners with insurers to design and deliver remediation programmes that identify vulnerable customers, provide tailored support and maintain consistent outcomes at scale, leveraging specialist expertise, data-driven insight and strong governance to reduce risk and improve customer experience.
The Challenge:
A leading insurer engaged Huntswood to manage a large-scale remediation programme involving a significant population of potentially vulnerable and bereaved customers. The challenge was to deliver fair and accurate customer outcomes at scale, while maintaining high-quality customer interactions, efficient operations, and regulatory compliance throughout the programme.
Our Solution:
Huntswood designed and delivered an end-to-end remediation solution that combined specialist customer handling, operational excellence, and robust programme governance.
Our approach included:
- Conducting detailed data cleansing and enrichment to identify vulnerable and deceased customers requiring tailored treatment.
- Designing customer journeys and contact strategies to ensure sensitive and appropriate engagement with vulnerable customers and representatives of deceased policyholders.
- Managing large-scale outbound and inbound customer communications supported by detailed forecasting and capacity planning.
- Using pilot mailing activity and management information (MI) insights to validate customer response volumes and optimise resource allocation.
- Delivering specialist full file reviews for customers seeking reassessment of their redress outcomes, including complex case analysis and manual recalculation of redress where required.
- Implementing ongoing quality assurance, governance and performance monitoring to ensure consistent customer outcomes and service delivery.
Outcomes & Impact Delivered:
- Enhanced Support for Vulnerable Customers: Through data analysis, cleansing and enrichment, Huntswood identified that 26% of the customer population required a bespoke vulnerability approach, ensuring fair treatment and appropriate outcomes for vulnerable customers and bereaved representatives.
- High-Volume Customer Engagement: Successfully handled more than 27,000 customer calls throughout the programme, maintaining an abandonment rate below 4% while delivering a positive customer experience.
- High-Quality Redress Assessments: Completed hundreds of complex full file reviews for customers requesting reassessment of their redress offers, achieving a 99% positive quality score across reviewed cases.
- Improved Operational Efficiency: Leveraging ongoing customer activity analysis and forecasting, Huntswood aligned resources to demand, maintained service levels and delivered a 36% reduction in operational costs.
- Trusted Remediation Delivery: The programme enabled the insurer to confidently deliver fair, consistent and customer-focused remediation outcomes, while effectively supporting vulnerable and bereaved customers and maintaining strong operational performance throughout.
Business Impact:
By partnering with Huntswood, the insurer successfully delivered a large-scale remediation programme that balanced regulatory expectations, customer fairness and operational efficiency. Through specialist handling of vulnerable customers, robust quality controls and intelligent resource planning, Huntswood helped achieve positive customer outcomes while significantly reducing delivery costs.