Claims Excellence Awards finalist 2021 Q&A: CPP Group streamlines its claims process

Here we feature CPP Group UK’s entry into the Customer Care Solution of the Year category. 

CPP Group entered its customer services team into this category, to see more fantastic Q&As from finalists, click here

What key achievement did your entry highlight?

Our 2020 “customer first strategy”: we executed an end-to-end overhaul of the claims process – from minimising admin to embracing innovative tech – with the aim to deliver superior claims handling and outcomes for customers.

Since CPP provides an in-house and white-labelled claims service, this strategy also sought to improve business outcomes for partners like the RAC – a campaign we delivered within eight weeks at the pandemic’s peak, supporting over 200,000 Key Replace policyholders .

Our record of delivery has led to insurers proactively approaching us for our services, enabling us to deliver practical assistance and real value to even more customers.

Can you share data or testimonials to back up your bid to win? 

Alongside 92,000 customer calls and 12,000 claims, in 2020 CPP’s claims team managed four product launches, brought on five new business partners and grew by 30% in just six months – all with no lost days and delivering a service level exceeding market norm.

A major success was the streamlining of our claims process, which encompassed changes such as reducing admin, expanding T&Cs, and empowering our team to pay certain claims during the first call. As a result, we saw product value metrics and customer outcomes improve and claims engagement double.

What sets your firm apart from the other shortlisted contenders?

With an average tenure of 11 years, our people genuinely care about every customer. We’ve worked hard to build a culture of empowerment that gives colleagues the flexibility within our processes to deliver outstanding customer-centric services.

We’ve been rapidly developing our technical expertise in in-house claims handling such that it’s become one of our greatest assets. Our partnership with the RAC, for instance, was a real step change, with the team handling on average 1,000 claims on RAC alone.

We also managed this while maintaining exceptional customer service and creating a flexible workforce.

How will you celebrate if you are the victor?

With the world opening up again, it may just be time for us to switch our slippers for sandals and have a team lunch out into Leeds to celebrate – that is if the rain ever lets up…