Data provides the foundation for delivering better customer outcomes

In life and pensions this may be as simple as bringing together a customers’ pensions and investment data so they can use robo-advice tools to help them plan for the future. In general insurance, it is more likely to be taking advantage of the plethora of IoT data to help better understand behaviours, health data and the associated risks.

Established insurance companies, with legacy technology and data challenges, need to address these fundamental issues to compete with the more agile InsurTechs and start-ups. These new entrants are starting to win market share by delivering more personalised and relevant services that are digital by default.

Capita has supported leading brands for well over a decade, helping them thrive in a competitive, demanding marketplace – delivering agile, efficient and cost-effective operations and helping create a truly customer-centric digital service across life, pensions and general insurance markets.

We helped Zurich implement the biggest pensions shakeup in a century

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When huge changes to UK pension rules came into force, it was going to affect over 220,000 of Zurich's customers. The new legislation – while giving savers much more control over their pension funds – would also raise many questions and require entirely new functionality and processes in the administration and customer journey.

Being compliant was not enough, every part of the process had to be meticulously planned around the customer – and tested by real customers too.

When the new legislation came into effect, we were ready. In the run up – and the months following – we handled unprecedented levels of calls, enquiries and claims.

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