Huntswood was selected as the partner of choice to design and execute a complex scheme of arrangement. We supported the client through the design and deployment of the methodology required to process scheme claims, including segmentation, cohort analysis, and tailored customer treatments.
The Challenge:
The client needed a robust and compliant approach to managing a large-scale scheme of arrangement. This included handling high volumes of claims, ensuring accurate reporting to the FCA, and maintaining strong customer outcomes throughout the process. Additionally, operational delivery required a significant workforce and bespoke technology solutions.
The Solution:
Huntswood combined advisory expertise with operational capability to deliver the scheme successfully. Key actions included:
- Recruiting, referencing, deploying, and managing 154 skilled specialists over a 24-month period.
- Building a bespoke claims management platform to handle large volumes of claims and enable escalation to scheme adjudicators.
- Providing detailed planning, segmentation, and forecasting of response rates to set the scheme up for success.
- Generating extensive MI to keep the client and the FCA informed, alongside qualitative feedback on risks and challenges.
- Deploying collections and recovery agents to support BAU teams, achieving a positive return on investment.
The Results:
- 154 FTE deployed over 24 months
- 200,000 claims received and decisioned
- Detailed MI supported tripartite communication between Huntswood, the FCA, and the client
- Collections success delivered a positive return on investment