Following a rigorous selection process, Huntswood was appointed as the remediation partner for a major insurance company to support the remediation of approximately 800,000 customers. The engagement required end-to-end delivery, from data analysis and process design to operational mobilisation and customer communications.
The Challenge:
The client needed a comprehensive remediation programme that included data cleansing, calculator design, customer data enrichment, and operational execution. The programme had to manage fluctuating call volumes, maintain high quality standards, and deliver correct customer outcomes while minimising complaints.
The Solution:
Huntswood assumed responsibility for the entire remediation process, including:
- Data analysis and enrichment, refining the customer population from approximately 800,000 to 550,000 and identifying specific cohorts requiring tailored approaches.
- Designing and building calculators, processes, and systems to support operational activities.
- Mobilising operational teams to issue bulk outbound mailings (including cheques) and handle inbound responses, calls, and cheque processing.
- Scaling resource flexibly based on MI analysis, increasing the team from six to 35 FTE within three weeks to manage fluctuating volumes.
- Implementing a robust quality framework supported by regular case clinics and root cause analysis, ensuring 98% correct customer outcomes.
- Supporting additional BAU workstreams and mobilising teams in less than one week.
- Maintaining a lessons learned log to feed improvements back into BAU processes, resulting in minimal complaints.
The Results:
- Customer population refined to 550,000
- 35 FTE mobilised within three weeks
- 98% correct customer outcomes achieved
- Multiple workstreams supported
Less than 0.1% complaints received