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Delivering measurable outcomes through a customer-first approach, deep domain expertise, and advanced analytics

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Experts in customer experience for general insurance

Huntswood is one of the UK’s leading customer service outsourcing partner for general insurance providers, with over 20 years of industry experience. 

We support 8 out of 10 major UK insurers, delivering measurable outcomes through a customer-first approach, and deep domain expertise.

With a team of 1,500+ UK insurance specialists, we offer end-to-end support across sales, servicing, claims, complaints, and retention. 

We provide comprehensive, tech-enabled services across the entire insurance customer journey

Customer onboarding and sales

  • Inbound/outbound sales with AI-led agent assist
  • Document collection and verification via OCR/IDP
  • Upsell/cross-sell and renewal support

Customer servicing and policy admin

  • Multichannel support for queries, billing, and updates
  • AI-powered triaging and automation for simple tasks
  • Predictive analytics for churn and NPS

Claims management

  • Omnichannel FNOL, triaging, adjudication, and subrogation
  • Fraud detection using ML, voice, and image analytics
  • Unified dashboards for real-time tracking and coordination

Complaints and remediation

  • End-to-end complaints handling with GenAI summarisation
  • Root cause analysis and automated redress calculation
  • Regulatory compliance reviews and advisory

Analytics and advisory

  • Customer, churn, and compliance analytics
  • Workforce management and demand forecasting
  • Process reimagination and regulatory consulting

Flexible engagement models

  • Outsourcing, TUPE, surge support, and training
  • Cost-effective offshoring with high-quality delivery
  • Rapid scalability and SLA-driven performance

Huntswood’s Credentials

Proven delivery of outcomes:

50%

reduction in operational costs

40%+

Savings annually

85%+

increase in customer retention

200+

seconds AHT reduction

70%+

adoption of digital self-serve tools

15–20%

reduction in claims handling costs

50%

fewer complaints

Powering great customer outcomes

From regulatory expertise and global delivery to customer-centric operations and strategic partnership, our insurance services are built to deliver resilience, agility and long-term impact  – helping insurers navigate complexity, drive performance and deliver better outcomes

  • Deep understanding of UK regulatory frameworks including FCA Consumer Duty, General Insurance Pricing Practices, and KYC.
  • Strong track record in claims transformation, complaints remediation and sales enablement.
  • Global delivery capability with UK and South Africa-based teams, ensuring cultural alignment and operational resilience.
  • Recognised by clients for agility, responsiveness and long-term strategic partnership.
  • End-to-end servicing capability – from simple customer service to complex fraud and complaints handling.
  • Investment in UK-aligned leadership teams in South Africa, with deep expertise in insurance and regulatory markets.
  • Differentiated employee value proposition, driving market-leading attrition rates and building tenure, capability and better customer outcomes.

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We are Huntswood.
The people who put partnership first

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We believe our employee journey is as important as the journey we take with our clients. Our focus is on creating a high-performing and supportive environment where our employees feel empowered to grow, both as professionals and individuals.

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