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How we helped Zurich and its customers adapt to new legislation

Capita Change Makers - insurance

Zurich Insurance Group is one of the world’s largest insurance companies and one of the few to operate on a truly global basis. It provides a wide range of property and casualty, life insurance products, pensions and investment services in more than 210 countries and territories.



Implement the biggest pensions reforms for over a century.


Design new customer journeys with new functionality and processes.


Exceeded targets and handled a 37% increase in customers wanting to start the claim process.


Capita has been working with Zurich for over ten years to help them achieve their ambition to become the best global insurer – as measured by their shareholders, customers and employees.

Our partnership includes customer servicing, policy administration, new business and claims – all supported by our technology. But, in those ten years, the life and pensions industry has seen big changes– legislative, regulatory, and in the ways customers expect to interact with their providers.

The flexible nature of our partnership has meant that we can work together to meet each change with no disruption to the customer.

The challenge

In 2015, sweeping changes to UK pension rules came into force which gave savers much more control over their pension funds – but would also raise many questions and require entirely new functionality and processes in the administration and customer journey.

This new legislation would result in thousands of pages of official guidance and, in its first year, would affect over 220,000 of Zurich’s customers.

Being compliant was a given but we knew our approach had to be a key customer service differentiator for Zurich who pride themselves on treating customers fairly.

Our approach

Preparation was the key in ensuring that these reforms were successfully implemented and customers supported through this significant change. Every part of the process had to be thought through and planned for – and then reviewed on a weekly basis.

While there were several work streams, all of them started – and ended – with the customer, to support them in making informed choices about their future.

  • We reviewed and amended over 150 processes, eg, sending text and email claim form receipts, so customers know their request is being dealt with.
  • We asked a group of customers themselves to review and test new services and processes. This covered the end-to-end journey from the initial point of contact to payment of the claim.
  • Our customer service agents were thoroughly trained to ensure they were fully prepared for the variety of questions customers were likely to be asking.
  • After forecasting the expected volumes of calls we would receive from customers, we recruited new staff to manage the increased call activity.
  • We put in place a robust governance structure including a steering group with Zurich senior managers and weekly meetings between each of the work streams.

The impact

On 7 April 2015 when the new legislation came into effect, we were ready. In the run up to the introduction of the legislation – and the months following – we handled unprecedented levels of calls, enquiries and claims.

Our detailed planning – and regular reviews – meant we were able to deliver to the pre-agreed budget, and provide outstanding levels of service, alongside preparing for these changes.

  • the service was fully compliant from day one
  • exceeded the target for responding to general servicing enquiries and requests
  • exceeded the target for dispatching claim payments
  • we handled a 37% increase in customers wanting to start the claim process.

The strength of our partnership with Capita, the collaborative working relationship and our common, customer-centric approach has been pivotal in enabling us to prepare effectively for implementation of these significant changes to retirement options affecting customers’ lives.

Tim Culling

Global head of customer care, Zurich


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