The compliance-first operations partner for UK insurers
The UKGI partner of choice, bringing together FCA-grade regulatory advisory, transformation and scaled BPO delivery in one integrated model, powered by AI and led by human expertise.
30
Years of insurance & regulatory expertise
50%
Cost reduction delivered for clients
11k+
Insurance professionals globally
40%
NPS uplift across client programmes
A complex market, with higher scrutiny
The UK insurance market has rarely asked more of its operators. Regulators are raising the bar at every customer touchpoint, customers expect seamless digital-first service from onboarding to renewal, and cost pressures leave little room for error — all whilst claims and complaints grow in volume, complexity, and regulatory consequence.
Meeting these demands takes more than added headcount; it takes a partner who understands both the compliance landscape and the operational realities beneath it.
Huntswood’s deep regulatory expertise powered by ResultsCX’s digital capabilities help insurers drive resilient, compliant and future-ready operations.
The challenges insurers face today
Rising regulatory pressure
FCA Consumer Duty, GIPP and GDPR are raising the bar for insurers across every customer touchpoint.
Digital-first customer expectations
Customers demand seamless omnichannel service — from onboarding through claims resolution and renewal.
Cost containment pressures
Operational agility and cost efficiency are essential whilst maintaining quality, compliance and customer satisfaction.
Talent shortage
Shortage of talent in compliance and CX roles tailored for Insurance
Claims & complaints complexity
Volume, complexity, and cost of claims and complaints continues to rise. FOS escalations are a material operational and reputational risk for every UK insurer
intensifying FCA scrutiny
Consumer Duty, pricing fairness, and vulnerability expectations are no longer checkbox activities. The FCA is actively scrutinising claims handling and complaint outcomes.
Compliance, transformation and delivery
- under one roof
Advisory-led insurance operations powered by ResultsCX digital capabilities to keep you compliant, efficient and ready for the digital age.
Advisory
Unique UK regulatory expertise — Consumer Duty, GIPP, KYC, s166 and FOS alignment embedded into every operational workflow. Our team includes former FCA and FOS professionals.
- Regulatory reviews
- Target operating model reviews
- Target operating model reviews
- Past busines reviews
- Root cause analysis
- Testing outcomes
- Implementing QA frameworks and scorecards
Digital first with human edge
World-class digital and product design capabilities, with omnichannel and agentic customer journeys, real-time analytics and personalisation — never losing the human touch that complex insurance moments demand.
- AI-powered claims triage
- Intelligent document processing
- Agent assist
- Workforce optimisation
- Customer analytics
- Predictive models
- Automation-led transformation
Deep insurance knowledge
30+ years designing and deploying insurance operations across UKGI, Life & Pensions and Health markets. Our team includes director-level hires directly from UKGI and 300+ years of combined financial services experience.
- 11,000 insurance professionals globally
- Industry trend monitoring and insight
- Deep RCA and Insurance complaints and redress knowledge
Claims excellence
End-to-end claims transformation and right-shored delivery with full UK governance oversight, helping insurers improve
- FNOL
- Claims handling
- Fraud detection
- Recoveries
- Total loss
- Complaints
- Customer outcomes
Where regulatory expertise meets digital innovation
Bespoke insurance solutions combining regulatory expertise and digital capabilities for evolving insurance landscape.
Claims Transformation
Embed AI and automation within operations to cut cycle times and indemnity spend, while delivering fair, timely outcomes Consumer Duty demands.
Consumer Duty Assessment
Independent assessment of governance, MI and evidence frameworks to enable firms deliver good outcomes.
Regulatory Health Check
Assess and benchmark your practices against current FCA priorities, flagging gaps before the regulator or your customers do.
Vulnerable Customer Services
Design and govern frameworks that hold up to scrutiny and, more importantly, to real customer need.
Complaints & Remediation
End-to-end complaint handling and remediation programmes that resolve complaints while addressing the root causes.
Operations excellence
Outcome-led approach to operations excellence in regulated environments, drawing on delivery and regulatory expertise across the UK and offshore locations
End-to-end support across the customer journey
From onboarding to retention, we deliver comprehensive support at every stage of the insurance lifecycle — backed by AI, analytics, and deep regulatory expertise.
Analytics
Customer churn, fraud and compliance analytics combined with WFM and demand forecasting. Our data-led approach surfaces actionable insight for continuous process improvement and better customer outcomes.
Sales & Onboarding
Inbound and outbound sales, document verification, upsell and cross-sell support. Automated welcome journeys, digital document delivery and agent assist to accelerate customer activation and reduce handling costs.
Customer Servicing
Multichannel support for policy information, mid-term adjustments, renewals and cancellations. Intelligent triage and self-serve chatbots drive adoption, reduce inbound volumes and improve first-contact resolution.
Claims Management
Omnichannel FNOL with ML-powered fraud detection at point of notification. Unified dashboards for status tracking, third-party coordination and damage assessment — faster settlements, lower leakage.
Complaints & Remediation
GenAI-led summarisation, root-cause analytics, automated redress calculation and closed-loop feedback to reduce complaint volumes and improve FOS outcomes. QA above 95% consistently delivered.
Flexible Engagement Models
Outsourcing, TUPE and lift-out, surge and BAU support, advisory-only or fully managed service. Onshore UK, nearshore South Africa and offshore India and Bulgaria — right service, right location, right cost.
Results that move the dial
Measurable impact across cost, quality, and customer experience — delivered through lean process redesign, automation, and outcome-focused governance.
50%
40%
85%+
70%+
200s+
20%
15%
50%
Trusted by leading UK insurers
Long-term partnerships built on performance. Our engagements typically grow from pilot programmes into large-scale, multi-year relationships.
Remediation programme
End-to-end remediation for Top 5 UK Insurer
Challenge
A major UK insurance firm needed support with a full remediation programme covering data cleansing, calculator design, customer data enrichment and operational delivery, all while managing unpredictable call volumes and protecting customer outcomes.
Our Solution
- Refined the customer population from 800,000 to 550,000 through detailed data analysis and enrichment
- Designed and built bespoke calculators, processes and systems to run the programme
- Mobilised teams to manage bulk mailings, cheque issuing, inbound calls and cheque processing
- Scaled the operation from 6 to 35 FTE within three weeks to meet demand
- Introduced a quality framework with regular case clinics and root cause analysis
- Stood up additional BAU workstreams in under a week
550,000
35
98%
< 0.1%
FNOL PROCESS
Scaling universal agent model for UK’s leading personal lines insurer
Challenge
A leading UK insurance firm needed to deliver a seamless first notification of loss (FNOL) process while offshoring complex operations, scaling quickly to meet demand without any drop in service quality.
Our Solution
- Introduced a universal agent model backed by robust training and operational controls
- Scaled resource deployment to 260 FTEs to manage multiple business lines
- Added six additional business lines, expanding operational scope
- Reduced average handling time by 214 seconds through process improvements
- Built multi skilling capability to boost flexibility and productivity
- Focused on empathetic, efficient service to maintain strong customer experience
75%
35%
~60
Greater flexibility and resilience
Top 5 UK Insurer
Remediation programme
End-to-end remediation for Top 5 UK Insurer
Challenge
A major UK insurance firm needed support with a full remediation programme covering data cleansing, calculator design, customer data enrichment and operational delivery, all while managing unpredictable call volumes and protecting customer outcomes.
Our Solution
- Refined the customer population from 800,000 to 550,000 through detailed data analysis and enrichment
- Designed and built bespoke calculators, processes and systems to run the programme
- Mobilised teams to manage bulk mailings, cheque issuing, inbound calls and cheque processing
- Scaled the operation from 6 to 35 FTE within three weeks to meet demand
- Introduced a quality framework with regular case clinics and root cause analysis
- Stood up additional BAU workstreams in under a week
550,000
35
98%
< 0.1%
Personal Lines Insurer
FNOL PROCESS
Scaling universal agent model for UK’s leading personal lines insurer
Challenge
A leading UK insurance firm needed to deliver a seamless first notification of loss (FNOL) process while offshoring complex operations, scaling quickly to meet demand without any drop in service quality.
Our Solution
- Introduced a universal agent model backed by robust training and operational controls
- Scaled resource deployment to 260 FTEs to manage multiple business lines
- Added six additional business lines, expanding operational scope
- Reduced average handling time by 214 seconds through process improvements
- Built multi skilling capability to boost flexibility and productivity
- Focused on empathetic, efficient service to maintain strong customer experience
75%
35%
~60
Greater flexibility and resilience
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