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Developing your people to enhance your customers experience
First Impression Training are celebrating with our client, Legal & General, after they won the coveted Insurer Claims Initiative of the Year category at the Insurance Times Awards (Tuesday 2 December 2014) at Battersea Evolution. Competition for the award was fierce, as the other finalists were Ageas, Allianz – Pet Plan, AIG and Covéa Insurance. FIT played a key part in this success through the mindset and behavioural change project we've recently completed working with L&G front-line staff, team leaders and training communities in their Birmingham and Ipswich centres.
Karan Martin, Customer Service Director, Insurance said “The claims transformation project was a huge undertaking, and the results have been incredible. Reducing time to close claims by 40% was arguably one of the greatest achievements of the project, so winning this award is credit to all the people involved in developing the new claims process and all those who bring it to life for our customers every day”.
John Pollock, CEO, Legal & General Assurance Society said “I have been involved in many changes over my 35 years in the industry, but rarely have I seen such a complete, customer focussed transformation, so successfully delivered.”
The initiative that L&G submitted for the award was their GI claims transformation project that kicked off back in 2013. The entire claims team, including over 150 staff and 14 suppliers were involved in the project and it took over 500 hours of customer focused workshops to develop an approach. The first step was to agree their purpose -“When things go wrong for our customers, we put their lives back on track quickly, fairly and simply.” – and overall more than 1,000 individual improvement ideas were put forward.
Sharon Smith, Claims Transition Manager said about FIT: Our recent win at the Insurance Times Awards was an outstanding achievement and epitomises how our whole team worked together to deliver our claims transformation programme. A massive contributing factor to the successes we were able to share as part of this, was how the FIT training for our claims teams helped transform how we now service our customers. The effectiveness of all tools and techniques trained, the immense mind set change we have seen and indeed the passion that exudes from the training is collectively the valuable difference that has helped us be recognised as award winning. Forever proud and grateful of the contribution FIT has made to us!
From all the team at FIT we'd like to add our congratulations and we're proud as punch to have worked with a great team of people on this highly successful project. We're absolutely delighted that your achievements have been recognised by your peers within the insurance industry and this award is very well deserved.
There are 12 Success Blueprints – FIT bulletins that are jam-packed with practical, quick and easy hints, tips and ideas to help you stay on track, keep positive and remain motivated to succeed right there on the frontline!