Case Study: UK Insurance Company achieves future-proofed customer service excellence with Capita

UK Insurance Company - Customer Case Study

UK Insurance Company needed to future-proof customer service during the COVID-19 “new normal,” with more employees working from home and urgent pressure to maintain high-quality service, faster payments, and support for vulnerable customers. Capita helped the insurer modernize its operations using service modernisation capabilities and tools such as LivePerson, virtual operations management, and a self-serve digital channel.

Capita implemented a paperless, digitally enabled operating model that moved 97% of colleagues to safe home working while keeping the front office open and fulfilling customer demands. The results included 100% of customer demands met, average end-to-end processing time cut from 35 days to under 3 days, NPS improved by 50 points to +79, customer satisfaction rose to 99%, and complaints fell by 50%.