Insurance company
Enhanced bereavement support
Nationwide
We were appointed to design and implement an enhanced bereavement support service throughout the customer redemption and claims process. The client asked us to provide additional guidance and legal expertise when required, adding further value to their proposition. With seamless integration, we needed to build confidence and trust across their organisation whilst delivering outstanding service levels to their bereaved customers.
In 2020, we launched a new and exclusive counselling and support service, adding further value to our client’s customers.
Our strategy was to slowly build several ‘touch points’ throughout the customer journey to encourage inbound calls to the client. We collaborated closely with its team to achieve their objective of providing specialist telephone support for their bereaved next of kin throughout the claims process.
The National Bereavement Service (NBS) has assisted more than 500 customers with practical help and guidance. In 2020, we launched a new and exclusive counselling and support service, adding further value to our client’s customers.
“When we were deciding which bereavement service to work with, it was really important for us to choose a company that had the same customer values as us and after comparing National Bereavement Service (NBS) against similar companies, it stood out by far. They were the company who always put the customer first and with the extensive range of services they offered, we knew their help would go a long way for our customers.”
“We have not been disappointed, and we have many examples of where NBS have gone out of their way to help our customers and their families. They genuinely do care for the bereaved and will do everything they can to support them at their time of need.”
Dawn Read
Product Manager – Neilson Financial Services
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