Case Study: Major Global Insurer delivers compliant Part VII transfer call handling with The Telemarketing Company

Major Global Insurer - Customer Case Study

Major Global Insurer needed to manage a large-scale Part VII transfer communications exercise as it restructured its UK business, including notifying nearly 500,000 policyholders across the UK and three European countries. It required a multilingual live inbound call handling service to respond to queries, information requests, objections, and BAU enquiries, all under strict regulatory and High Court reporting requirements. The Telemarketing Company was brought in to support the campaign with call handling and multilingual telephone support.

The Telemarketing Company built a bespoke inbound call handling solution using its CATi platform, creating tailored scripts, Q&As, identity-verification steps, escalation workflows, and detailed MI reporting. It staffed the campaign with 15 trained veteran agents spanning four languages and handled calls between 8am and 6pm, Monday to Friday, with overflow voicemail support. The result was almost 4,000 calls handled, a peak of around 300 calls per day, and an overall answer rate of more than 95%, helping Major Global Insurer demonstrate compliance and secure High Court approval.