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Insurance company​

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Enhanced bereavement support

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Insurance company​​

  • Specialist provider of direct life insurance
  • Operates as two consumer-facing brands via its UK-based contact centre
  • An agile, results-driven high-performance business
  • Underpinned by its purpose to provide peace of mind for customers
  • £28m annual turnover, privately-owned

The challenge

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.

The solution

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.

What we did

  • Collaborated with senior marketing and product teams
  • Supported the integration of various touch points throughout the customer journey
  • Collaborated and created bespoke content for customer letter templates, co-branded leaflets and website content
  • Undertook weekly reviews during the initial three months of the relationship to tailor the service and support the claims team
  • Creation of articles for client PR and comms


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