Case Study: Benenden Health achieves faster, more robust complaints handling with Civica Case Management

Supporting their members and the NHS through private pathways, with access to affordable healthcare

Benenden Health, a not-for-profit mutual providing affordable private healthcare alongside NHS pathways, was experiencing steady membership growth and roughly 350 complaints per month. Managing complaints on spreadsheets became unsustainable, so Benenden Health selected Civica’s Case Management (Civica Complaints Management) to replace their manual process and provide a more reliable, auditable complaints workflow.

Civica implemented a configurable case-management system that enforces SLAs, supports remote and part-time handlers, and improves member communications. As a result, Benenden Health now acknowledges complaints within five working days, delivers final responses for escalated cases in 20 working days (half the regulatory eight-week timeframe), rarely misses internal targets, and gains reporting on productivity and root causes to better allocate resources — demonstrating measurable operational and customer-experience improvements from Civica’s solution.

Benenden Health

Sean Kelly

Complaints and QA Officer