Aptean Respond
BGL Insurance Complaint management platform facilitates home-working while delivering operational efficiencies and customer service improvements Industry Insurance
Challenges
» »
Transitioning customer correspondence from traditional hard copy letters Facilitate all employees for home working to adapt to changing nature of complaints
Benefits
» » » »
Successful move to digitised customer correspondence and home-working in just eight days 99% of all complaints resolved within FCA’s eightweek timeframe 100% of all complaints acknowledged within five days 54% reduction in average age of complaints
BGL Insurance is part of the BGL Group of businesses. A leading digital distributor of insurance to more than three million customers, BGL Insurance provides a range of motor, home and life insurance products in partnership with several of the best-known brands in UK financial services and through own brands Budget Insurance, Dial Direct and Beagle Street, all supported by state-of-the-art, award winning, contact centres and market leading digital platforms. With almost 2,000 colleagues across three sites in Peterborough, Sunderland and Wakefield, BGL Insurance uses its passion, scale and expertise for the benefit of its customers, offering unrivalled value, ease and confidence. As with many businesses in 2020, due to the global pandemic, BGL Insurance had to shift its entire business to home-working almost overnight. For its complaint handling function, comprised of the Complaint Handling Team plus 1,100 staff across three different contact centres (Peterborough, Wakefield and Sunderland), this was no mean feat.
Digitising the Complaint Function Kath Dobb, Lead Manager - Customer Relations at BGL Group explains: “One particular issue we had was that customer correspondence took the form of hard copy letters. To ensure a seamless continuation of uninterrupted service for customers, we knew we would have to move to digital, emailable correspondence as a matter of urgency.”