Case Study: Admiral Insurance achieves 50% reduction in complaints administration and halves handler training time with Civica Case Management

Admiral Insurance makes customer complaints hassle-free

Admiral Insurance, a UK FTSE100 insurer, faced decades of fragmented legacy systems that hindered data sharing and made complaints, escalations and claims handling inefficient. After a tender, Admiral selected Civica’s Case Management solution for its ease of integration, intuitive interface and real‑time dashboards to provide a single, auditable complaints platform.

Civica implemented a single complaints platform used by 8,000 Admiral employees with guided workflows, real‑time dashboards and multi‑point Root Cause Analysis, enabling richer complaints data and faster decision‑making. Within six months 15,000 cases were logged; Admiral reports a 50% reduction in service complaints administration, a 40% reduction in claims complaints administration (about a 45% net improvement overall), and a 50% cut in case handler training time as new staff reach competence in three months — all delivered through Civica’s Case Management.

Admiral Insurance

Lianne Morgan

Customer Assurance and Complaints Manager