Data provides the foundation for delivering better customer outcomes
In life and pensions, this is helping clients prepare for the data requirements and business challenges posed by the Pensions Dashboard. Bringing together pension and investment data and introducing the latest robo-advice tools to help customers better plan for the future.
In commercial insurance, it is more likely to be taking advantage of the plethora of increased IoT data to help clients reduce risk and minimise claims. For retail insurance, we’re using IoT to better understand driving behaviours and health data allowing our clients to develop new, more personalised, customer propositions.
Capita works with established insurance companies, helping them to improve customer journeys and deal with legacy technology and data quality issues. We also support FinTech organisations that are looking to rapidly grow and scale their businesses.
We have worked with 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 insurance markets.
15 million
life and pension policies managed
Market leading
IoT capability
Supporting the industry through Covid-19
Understanding the risks of isolation: The insurance industry faces extraordinary challenges in a volatile, unpredictable operating environment. With remote working creeping into the lives of the UK’s workers for some years. Advances in technology and security have given staff the tools and capability to work from home, whilst employee perception around work/life balance - combined with new legislation around workers' rights to flexible working, has led to increased demand.
Wellness at work
Wellbeing is no different from any other strategy. Of course, senior leaders need to recognise the benefits it offers – but the real voice of wellbeing will come from your managers, the people who define what the strategy means to employees. At Capita, we’re here to help you support your operations, and the wellness of your staff. Find out more about the quick wins, services and solutions we have designed to help the insurance industry respond.
Disruption ensured
Covid-19: The Challenge for Insurance
At Capita, we’re here to help you support your operations, your people and your customers.
Find out more about the services and solutions we have designed to help the insurance industry respond.
Insurance events and on-demand webinars
Find out about upcoming events and watch our latest on-demand webinars for insurance and pensions, and learn more about how we are supporting the industry through Covid-19.
10 principles of addressing customer vulnerability for call centre employees
Read our guide on 10 ways to help vulnerable customers achieve good outcomes and the steps insurers can take to achieve this.
Creating better outcomes for life and pensions customers and clients in the ‘new normal’
When a leading UK and international insurer needed help managing customer services they turned to us to benefit from our 30 years’ experience of outsourcing and managing call-centres for some of the world’s leading companies.
We designed a three-year service modernisation programme which dramatically improved customer outcomes, including fulfilling 80% of customer demands at the first point of resolution, reducing end-to-end processing times from 35 days to less than three days, and increasing the client’s NPS score by 50 points.
80%
of customer demands fulfilled at first point of resolution
70%
reduction in colleagues’ attrition
How can we help your organisation?
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Financial services
We're supporting the finance industry with an extensive range of solutions to meet ever increasing digital and customer expectations and regulatory demand.
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Business operations
We have a range of expert specialist business units dedicated to the provision of bespoke services to the finance industry and other regulated industries.
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People solutions
Tomorrow’s workforce needs to be agile, skilled and sustainable. From the latest technologies to expert consultancy and personnel, we’re uniquely placed to help.