Putting people first: Supporting a customer through a challenging situation

When a customer found themselves caught up in a complaints process that had been raised without their knowledge, they were suddenly faced with significant financial consequences. Recognising the challenges they faced, our claims team took the time to understand their circumstances and provide tailored support. 

An unexpected situation

Our customer, who owned a professional services business, first found out about a complaint when their insurer contacted them.

The customer had stepped away from their business because of ill health and believed any remaining issues were being dealt with as part of the business closure. They did not know that messages about the complaint had been sent to an email address they no longer used.

As no response was received, the complaint continued through the formal process and was later escalated. The customer only became aware of it when it had already reached an advanced stage.

They were suddenly faced with an unexpected complaint and a large financial cost. At a difficult time in their life, they had to deal with a situation that had developed without their knowledge.

Recognising vulnerability 

During the first conversations, the claims handler realised the customer needed extra support.

Although the costs fell within the customer's policy excess, the team understood that this would be difficult for them to manage alone.

Rather than simply processing the claim, the handler took time to understand the customer's circumstances and find practical ways to help

Challenging the outcome

Our team wanted to achieve the best possible outcome for the customer. Working with one of our legal partners, they looked at whether some of the costs linked to the complaint could be challenged.

There was a route to appeal, but it had not been used by our teams before and there was no guarantee it would succeed. Even so, the team felt it was worth trying in the customer's best interests.

A successful appeal 

Although the original complaint outcome stayed the same, the appeal was successful and the penalty was waived. This made a real difference for the customer by removing a significant cost. It also highlighted an approach that may help support other customers facing similar challenges in the future.

Making things easier

As the situation progressed, our team worked closely with the customer to make the process as easy to manage as possible. Arrangements were put in place to simplify the settlement process. This helped to significantly reduce administrative burdens and allowed our customer to focus on resolving the matter.

The team also recognised that communications could feel overwhelming at times. To better support our customer and ensure they didn't become overwhelmed with a lot of communications, our claims handler adapted their approach. They instead provided concise follow-up emails, for the customer to read in their own time. This ensured information remained clear, accessible and available whenever they needed support.

This flexible and personalised approach helped ensure the customer remained informed and involved throughout the process. All while reducing some of the pressure during an already challenging time.

How our support helped

This case highlights how supporting customers involves much more than managing a claim.

By taking the time to understand their circumstances, we helped reduce both the financial and emotional costs.

Following the outcome, the customer expressed their gratitude. They told our handler that the support they received had made a significant difference, at a time when they felt overwhelmed and unsure how to move forward.

Putting customers first

Every customer is different, and sometimes the greatest impact comes from understanding the individual behind the claim.

This case demonstrates how adapting our approach and being prepared to challenge processes can lead to better outcomes for our customers. While the policy itself did not provide any additional financial support, the investigations were carried out and the challenges we made helped achieve a significantly better outcome for the customer.

By combining technical expertise with empathy and care, our teams remain committed to doing the right thing when customers need us most.