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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:

The Challenge: Following FCA intervention, a leading UK and multinational insurer was required to appoint a Skilled Person under Section 166 to assess the effectiveness of governance arrangements across its group and subsidiary entities. The review needed to evaluate whether recent governance enhancements had been fully embedded and were operating

A leading device protection provider operating across Asia and Europe was experiencing rapid growth across multiple European markets. Supporting insurance and subscription based device protection products for major telecommunications, retail, manufacturing and financial services partners, the organisation needed a scalable, multilingual customer support and claims handling solution that could maintain

The Challenge: With increasing regulatory scrutiny around Consumer Duty, complaints handling and FOS outcomes, a leading UK insurance provider sought independent assurance to strengthen governance, improve outcome-focused reporting, embed effective learning from complaints and Financial Ombudsman Service (FOS) feedback, and ensure root cause analysis was driving meaningful business improvements.  

The Challenge: At its peak in December 2023, complaint volumes had escalated to the point where ~300+ FTE were required to keep pace with demand, resulting in unsustainable cost base for the client. A lack of visibility within Salesforce made it difficult to track cases through to resolution, contributing to

The Challenge: Key challenges included recruiting and retaining talent at scale, supporting continuous product launches, improving customer satisfaction and first contact resolution, and maintaining performance through changes to service demand, field support challenges and vulnerable customer needs. Our Solution: ResultsCX has partnered with this organisation for more than a decade