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Case study

Brightside group

Brightside invest in innovative systems that help them provide the best possible experience for customers, whatever the issue. Changes to FCA complaint handling rules prompted a move from spreadsheets to a comprehensive complaint handling solution.

Overview

Brightside Group aim to provide an insurance experience that is affordable, fair and hassle-free. They have invested in innovative systems that put customers at the heart of everything they do. A speedy claims process is vital. Good complaints handling is also seen as an invaluable competitive differentiator.

The change in FCA complaint handling rules from the end of June 2016 prompted the search for a new complaint handling system. Workpro complaints management software replaced multiple Excel spreadsheets with a single unified system.

Unified reporting

Brightside operates over three sites. Prior to the implementation of their Workpro system, complaints were being recorded in Excel spreadsheets, with each site submitting their own spreadsheet to the Group Risk department for amalgamation and reporting. This led to inconsistencies, timing issues and delays, not to mention an increased risk of human error during data keying and transfer.

Workpro has been deployed across all sites, forming one comprehensive system, enabling easier complaints processing and reporting.

All sites now report the same way. A Complaint Handler Performance Report was supplied with the Workpro system. Information on which team has done what is available at touch of a button.

System integration

Policy holder data is held in Brightside core customer service systems. An automatic daily import to Workpro from these systems ensures complaint handlers have immediate access to up to date policy information, without the need for rekeying.

Security is of course paramount and the Workpro system controls who has access to what within the system.

Complaint details are quickly logged in a web form which automatically creates a case in the Workpro complaints management system. Outcomes for complaints resolved at the frontline are captured & recorded for reporting purposes.

FCA compliance

From “expressions of dissatisfaction” that can be easily resolved, to more complex matters, Workpro enables Brightside to satisfy FCA complaint handling requirements:

  • Workpro stores all complaint data ready for 6-monthly interval FCA reporting.
  • Categorisation data is collected as part of the workflow.
  • Brightside product and cause categories are automatically mapped to FCA terminology.
  • FCA timescales and targets are built in.
  • Mandatory correspondence, e.g. FCA Summary Resolution Communications, is automatically produced during the workflow, ensuring full compliance.

“Putting customers at the heart of everything we do is key to Brightside maintaining a competitive edge within our markets. Listening to customers and acting quickly to respond to complaints and dissatisfaction ensures we can move swiftly to improve our processes, products and customer propositions. Core to this is having a first in class complaints handling solution.”

Neil Laird, Product and Marketing Director, Brightside Group Ltd

Complaints Root Cause Analysis

Putting customers at the heart of everything we do is key to Brightside maintaining a competitive edge within our markets. Listening to customers and acting quickly to respond to complaints and dissatisfaction ensures we can move swiftly to improve our processes, products and customer propositions. Core to this is having a first in class complaints handling solution.

Neil Laird, Product and Marketing Director, Brightside