Scenario:
Due to poor winter weather conditions in the UK last year, and the subsequent increase in the volume of motor insurance claims, our client saw a significant rise in service-related motor claims complaints.
To ensure customer outcomes were met, the client required additional capacity within its complaints teams to manage the end-to-end complaints journey. All resources needed demonstrable motor insurance complaints experience and the skills to interact and communicate with customers – aligned to their company brand and values. Due to the high volumes, our client also required initial deployment within two weeks of our agreement to proceed.
Results:
Square 4 supported the request on a fully remote basis, initially deploying a significant number of motor claims complaint handlers within two weeks. The quality and effectiveness of the mobilisation quickly led to additional FTE to support the increasing volumes. The scope of our support subsequently increased to include the first notification of loss (FNOL) claims resource where we have deployed 10 claims handlers.
We supported the client in reducing their backlogs and continued to support them 14 months later with excellent feedback on the quality of resources and flexibility within our operating model.
Square 4 is now our client’s preferred partner for all claims and complaints-related resourcing needs.
