Case Study: Canada Life Ireland boosts customer service and operational efficiency with FINEOS

How Canada Life Ireland uses FINEOS solutions to boost customer retention and acquisition programmes

Canada Life Ireland, a life assurance provider with about 200,000 policyholders and €1.3 billion in assets, was hampered by customer information scattered across legacy systems, no single‑case view, limited cross‑sell visibility and manual handovers that slowed service. To address these challenges it selected FINEOS’s customer relationship management (CRM) solutions to create a single point of entry, integrate specialist tools (Imaging and CTI) and introduce workflow automation across its front‑ and back‑office model.

FINEOS delivered a unified customer view, automated task generation and routing, and real‑time reporting so call‑centre staff could log calls, assign work and track progress centrally. The implementation produced measurable results: Canada Life Ireland saw a 70% reduction in calls from the front office to the claims department, faster service levels, immediate time savings for staff (noticeable within a week) and clear early payback from the FINEOS solution.

Canada Life

Richard Caffrey

Associate Director of Pensions