Legal Services | Adroit Law | Durham
A dedicated customer bereavement service
The society recognised it had a gap in the help and support it provided for members’ next of kin during the redemption and claims process for their Over 50s Life Insurance proposition. While its customer service team was caring, supportive and empathetic, it didn’t have the specialist skills to deal with the practical and legal support families needed immediately following a bereavement.
We were tasked with providing an enhanced bereavement service to provide impartial and unlimited guidance for the society’s customers, which would add further value to its Over 50s Life Insurance product.
We delivered an inbound call service, providing a dedicated telephone number together with a co-branded bereavement support guide which became part of the company’s customer claims package.
Second, we implemented a hot key transfer service, directing users to a dedicated National Bereavement Service (NBS) advisor for immediate telephone support, as well as a suite of new content.
By changing the life insurance claims process from being a ‘deceased account closing procedure’ to an opportunity to retain or receive new clients, the service we delivered enhanced our client’s customer service proposition, CSAT scores and increased client retention.
Since launching NBS Practical for their client’s customers in 2017, we’ve since rolled out NBS support and a counselling service for company employees, together with Adroit Legal Services, which has formed an important part of the company’s new employee wellbeing programme.