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Huntswood was appointed as the remediation partner for a major insurance company to support the remediation of c.800,000 customers.
SCENARIO:
Following a rigorous selection process, Huntswood was appointed as the remediation partner for a major insurance company to support the remediation of c.800,000 customers.
Huntswood was asked to assume responsibility for the end-to-end remediation including; data analysis, calculator design and build, customer data enrichment, process design and build. All of which were prior to the mobilisation of operational activities which consisted of; the issuing of bulk outbound mailings (incl. cheques) and the handling of inbound responses, subsequent calls and processing customer cheque payments.
During the data analysis phase, Huntswood refined the customer population from c.800,000 to c.550,000 by undertaking data cleansing and enrichment activities as well as applying the calculator. This phase also identified specific cohorts of customers requiring a different approach e.g. deceased.
550,000 customer
population defined
To ensure operational efficiency during fluctuating call volumes, detailed MI was analysed to determine where FTE numbers could be flexed, depending on customer activity. At short notice Huntswood increased the team from six to 35 FTE.
35 FTE mobilised in
three weeks
Huntswood regulatory experts supported the build of a robust quality framework ensuring the highest level of service standards. Regular case clinic sessions and RCA were conducted to ensure calibration and timely application of lessons learned. This resulted in correct customer outcomes in over 98% of cases.
98% correct
customer outcomes
With a proven track record on the remediation program, the Huntswood operation was asked to support on additional BAU workstreams.The team were mobilised onto the new workstreams in less than one week.
Multiple
workstreams supported
Throughout the operation Huntswood compiled a lessons learned log, feeding these learnings back to our client so a BAU fix could be implemented. This ethos of continuous improvement, combined with our involvement in the process set up, resulted in minimal complaints related to the programme.