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General Insurance

The client firm is an award-winning insurance provider, voted for by the UK public. It planned to set up a national inbound contact centre in order to arrange and sell travel insurance products by phone. This business represents one of the Group’s first sales channels outside of their well-established branch network.

The Brief

The client approached Thistle for regulatory expertise and support to assist them in establishing a compliant contact centre, dealing with and arranging a regulated financial product.

The client was looking for a firm with a proven track record of regulatory experience as their profile meant that they could potentially be subject to particular scrutiny from the FCA. They were also very mindful of their obligation to their customer base and the need to protect their reputation. Specifically, the business was looking for support with arranging and selling travel insurance, training, the development of advisers and to provide ongoing quality assurance.

What We Did

Thistle worked with the client to help set up and run a compliant contact centre from the very beginning.

This comprised training and development of advisers including designing and implementation product training; creating compliant call-scripts and a robust quality assurance process to ensure a flawless customer journey throughout the sales process. A key element was the requirement for Thistle to provide a complaints handling service to support the business through its launch period.

The processes put in place are continually monitored to ensure these remain effective and consistent and meet regulatory requirements, including treating customers fairly. In addition, Thistle assisted the firm with its application to the FCA for direct authorisation.

The Result

The business was set up on time and on plan. It has been running successfully and continues to expand rapidly.

As per the brief, Thistle provided a complaints management service identifying, investigating and helping to resolve the key root causes reflected by customer feedback both to address any issues raised by the individual customer and improving the overall customer journey for the wider market.

The client management remains pleased with the result to date and for the help and assistance received from Thistle, particularly in terms of identifying any issues and recommending early solutions.