Simon Hunt, commercial and service director, discussed the impact of the customer experience from the introduction of the consumer duty by the FCA with Modern Insurance Magazine.
- How has the introduction of the Consumer Duty changed the services provided by National Windscreens?
We welcomed the introduction of Consumer Duty from the FCA. It serves to further reinforce our duty of care to the customer. Providing a first-class service has always been a priority at National Windscreens and this has embedded best practices throughout the organisation, even before the regulations were introduced in July.
As a result of the Consumer Duty, we have established even closer relationships with our insurance partners to further collaborate to align our services. National Windscreens has always sought to provide a personalised and transparent service and with the introduction of Consumer Duty, we re-assessed our policies and reaffirmed the need for positive and clear interactions with policyholders.
We have become increasingly focussed on collecting the right insights to help us best care for our customers in the future, especially around vulnerabilities. We understand that recruiting motivated people and developing them as engaged employees will guarantee good customer outcomes.
- How has your communication with customers become more effective in line with the new Consumer Duty?
As a customer-centric business, we have invested heavily in providing the policyholder total convenience in their communication with us. Our digital team has worked incredibly hard to establish the award-winning customer journey. The robust process was established through rigorous feedback programmes working alongside our insurance partners.
On the day of the appointment, the policyholder can track the progress of the technician as they make their way to the appointment and venue, enabling the policy holder to anticipate the technician’s arrival and best manage their day.
We fully utilise Trustpilot to better understand the customers perspective and experience, helping us to constantly review and shape our proposition, ensuring communications with customers continue to be effective and accessible. Crucially, in the instances where our high standards have not been met, we conduct immediate investigation and address the incident.
We want to continue improving the customer experience with both digital and traditional routes by incorporating additional signposting for vulnerable customers, all with the goal of creating exceptional service.
- What new technologies have you adopted to comply with the new Consumer Duty regulations and how has this streamlined your operations?
The Consumer Duty has emphasised the speed and standard of service from our team. We use a bespoke, in-house system to manage the first notice of loss (FNOL), validation and most appropriate booking for the policy holder. This system logs the job from the initial contact through to completion.
We use Vodafone Storm which allows omnichannel communication between phone, email, chat and text, managing timely, and chosen communication with the policyholder. Vodafone Storm is used by the emergency services, so is very dependable under pressure with 99.99% reliability. This system brings all channels into a single, cloud-based platform and has the capability to future proof the needs of the policyholder through AI as they evolve over time.