Insurance
Helping insurers deliver exceptional customer experiences and operational resilience
Helping insurers deliver compliant, cost‑efficient customer operations
Insurers operate in a fast‑moving environment shaped by Consumer Duty expectations, pricing rules and high scrutiny of claims handling and complaint outcomes. Huntswood delivers end‑to‑end, tech‑enabled customer operations that help insurers scale, improve quality and reduce cost to serve – while evidencing good outcomes and regulatory compliance.
We bring over 20 years of insurance experience and provide comprehensive support across the full customer journey – from onboarding and sales to servicing, claims, complaints and retention – with flexible models that combine on‑shore expertise and cost‑effective offshore capacity.
Services offered in insurance – addressing key challenges
Customer onboarding and sales
Inbound and outbound support with AI led agent assist, document collection and verification via OCR / IDP, and targeted upsell / cross sell and renewal campaigns.
Customer servicing and policy admin
Multichannel support for eligibility, billing and policy changes, with intelligent triage and automation for simple tasks to reduce AHT and improve FCR.
Claims management
Omnichannel FNOL, triage and adjudication, fraud detection using ML, voice and image analytics, and unified dashboards for status tracking and third party coordination.
Complaints and remediation
End to end complaint handling, GenAI led summarisation, root cause analysis and automated redress calculation to drive quality and consistency.
Regulatory risk and assurance
Consumer Duty and pricing practice reviews, skilled person readiness (s166), operating model design and outcome testing that align to FCA expectations.
Analytics and operational insight
Customer, churn and compliance analytics; workforce planning and demand forecasting; data led process reimagination to improve efficiency and customer experience.
Our approach
We work closely with insurers to understand their culture, values and operational DNA. That means every solution we design fits seamlessly with existing teams and systems – making changes easier to adopt and more effective.
Technology and automation are integral to our approach. We use smart tools and workflow automation to reduce manual effort, improve accuracy and accelerate outcomes – while maintaining the human touch where it matters most.
Pragmatic, measurable and insurance‑specific:
Diagnose
We assess how firms manage critical areas including product governance, customer servicing, claims, support for vulnerable customers and operational resilience. Our review covers governance, journeys, controls and technology readiness to uncover gaps and highlight opportunities for improvement.
Design
We create proportionate, practical solutions aligned to regulatory intent and commercial priorities. Designs incorporate automation where appropriate and include clear change plans across claims, collections and customer service functions.
Deliver
We provide hands on support to embed change effectively in the first line. Our teams work alongside yours to implement new processes and technology quickly and confidently – minimising disruption to critical services and customer support.
Assure
We provide independent testing, monitoring and MI to evidence outcomes and satisfy regulators – including quality checks, compliance audits and performance reporting that demonstrate adherence to Consumer Duty, pricing rules and other FCA standards
Outsourcing and operational delivery
Scalable, compliant solutions to manage seasonal peaks and complex programmes:
- Contact centre operations – On shore and offshore delivery for inbound and outbound insurance support, with SLA driven performance and rapid mobilisation.
- Claims operations – FNOL specialists, damage assessment coordination and subrogation support – enabled by OCR / IDP, image analytics and unified dashboards.
- Complaints handling – Efficient case management with transparent governance, GenAI assisted drafting and automated redress calculation
- Quality assurance and monitoring – Independent reviews of customer interactions, claims decisions and complaint outcomes to maintain standards and reduce rework.
- Specialist resource provision – Trained teams to support BAU or surge requirements, with TUPE / lift out options and low attrition delivery in South Africa aligned to UK market needs.
Advisory and operational insight
Our advisory team helps insurers design and implement practical solutions that strengthen customer experience and resilience. We embed Consumer Duty principles and pricing remedies in ways that enhance service quality, value and efficiency.
Why insurers trust our advisory team:
- Balanced expertise – regulatory understanding paired with operational know‑how for solutions that work in live environments.
- Customer‑first approach – compliance frameworks that drive better experiences – not just tick boxes.
- Scalable models – processes that handle seasonal peaks and complex claim scenarios without compromising quality.
- Independent assurance – objective testing and governance oversight for confidence in compliance and delivery.
- Practical delivery – we don’t just advise; we help embed improvements across FNOL, claims, customer contact and complaints operations.
Spotlight on claims – FNOL to settlement
We design and deliver best‑in‑class claims journeys:
Streamlined FNOL
Conversational bots and live chat initiate claims, verify policy and capture incident details; OCR / IDP extract data; AI led prompts assist agents
Damage assessment
Remote image analytics, unified dashboards and third party coordination to accelerate repairs and keep customers informed
Fraud analytics
ML models across voice, images and documents to flag anomalies early and protect customer outcomes
Subrogation and reporting
Predictive identification of recovery opportunities and streamlined documentation / negotiation.
Why insurers choose Huntswood
