Case Study: Admiral Group plc achieves improved customer engagement and operational efficiency with Verint Systems

Admiral Transforms Quality of Customer Engagement with Verint

Admiral Group, one of the UK’s largest car insurers (over 11% market share across four brands), operates seven customer-facing contact departments handling up to 1,000,000 calls per month. The business struggled with limited visibility into “softer” issues—why customers called, avoidable and repeat contacts, long hold times, and conversational context that existing MI couldn’t capture—hindering improvement of the customer journey and confident reporting.

Admiral expanded its existing Verint deployment with Verint Speech Analytics alongside Verint Call Recording and Quality Management to transcribe, categorise and analyse calls across key service departments. The solution automated call sourcing and reporting, delivered resource savings, revealed training and process differences, reduced avoidable calls and average handling times, and enabled faster, more accurate insights that drove scripting, letter and process changes to improve customer experience.

Admiral Group plc

Leeanne Harvey

Customer Insight Manager