Case Study: BGL Insurance achieves rapid digitisation and 99% on-time complaint resolution with Aptean Respond (Aptean)

Complaint management platform facilitates home-working while delivering operational efficiencies and customer service improvements

BGL Insurance, part of the BGL Group and a digital distributor serving over three million customers with nearly 2,000 colleagues across three UK sites, faced an urgent operational challenge when the 2020 pandemic forced an immediate shift to home-working. Its complaint handling function still relied on hard-copy letters and needed rapid digitisation to maintain service continuity, regulatory (FCA) compliance and efficient customer communication across 21 brands.

Using the Aptean Respond complaint management platform, BGL digitised correspondence, created branded email templates, updated contact details for customers without emails, and deployed remote telephony and hardware—moving the whole function to home-working in ten days. Automation cut manual mailings and improved workflows, delivering measurable gains: 99% of complaints resolved within the FCA eight-week window, 100% acknowledged within five days (97% within three days), a 54% reduction in average complaint age, and a fall in FOS overturn rates from 31% to 17%.

BGL Insurance

Kath Dobb

Lead Manager - Customer Relations