We delivered a more modern and efficient claims service for victims of uninsured and hit-and-run driving

Today, we're seeing the benefits of those improvements:

1. We've reduced the number of open claims by 25% and to the lowest level for almost ten years
2. Customer satisfaction is at 85%, and complaints are down by 74%
3. With our team working on fewer claims, we're settling claims faster and providing an even better service for customers who need extra support.

How we got there

Fixing known issues

A range of fixes improved the overall stability and security of our online claims solution.

Creating a new and improved claims journey

We simplified the steps customers take when making a claim, making it faster and easier.

Providing extra support for those who need it

We introduced a specially trained team to support vulnerable customers.

Modernising the technologies we rely on

We gave our claims team the modern technologies they need to work on large files efficiently as part of a claim.

Focusing on continuous improvements informed by data

We improved our data dashboards to help us identify issues faster and get a deeper insight into how we're performing.

Making it easy to track the progress of a claim

We made it easier for customers to track the progress of their claims in our online claims system.

Investing in our people

We gave our people instant access to knowledge with a new digital training platform. Gallup Q12, our employee engagement survey, also shows that better development opportunities are an integral part of attracting the skilled people we need.

We've come a long way, but our work is far from over

2024 marks a move away from large-scale transformation, but we'll continue using these new tools to learn and improve our work, providing the best support we can at as little cost to our members as possible.