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Brief:
- Create questionnaire so customers could easily understand what information was needed to process their claim.
Background:
- Claims were being delayed as the communication with customers wasn’t clear enough. As a result customers weren’t providing all the information needed to support their claim.
- This led to:
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- poor customer experience
- multiple customer touchpoints
- significant delays
- increased processing costs for client
- increased costs as a result of sending and receiving multiple items of correspondence.
Method:
- Liaise with business analysts, technical teams and customer services areas to understand what information was essential and to establish how the process would work in an ideal world.
- Review existing letters and questionnaires used in similar processes across the business.
- Draft a revised questionnaire and letter and review this with key stakeholders to ensure that it meets the business need.
- Manage sign off process with key stakeholders across the business.
Result:
- Dramatic improvement in number of claims which could be paid following initial request for requirements.
- Reduction in processing time required per claim.
- Fed into project to roll out questionnaire for use by customer contact centre
- Digital version of form for self-serve by customers planned for future delivery.
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