how we've responded to your feedback

If you’re thinking about getting in touch, but are not sure if it will actually achieve anything, then please read the case studies below.

We have made some significant changes to our business following feedback we’ve received from you, our customers. Part of being a mutual is listening to your views and acting upon them. We want to show you that we stand by what we say.

case study: improving our claims forms with your help

Our old claims forms were far from perfect. Customers found them too detailed, poorly presented and full of technical references. The paperwork was complex and difficult to understand, and as a result this led to time delays or even the form being returned to the claimant.

Worst of all, this delayed payment of the policy, often at a time when people were most vulnerable and facing pressing financial demands.

how we responded

We received feedback relating to the speed of service in processing claims and the poor quality of the documents we issued. We took this very seriously and dedicated a team to overhauling the paperwork. This led to a new suite of claim forms suited to a range of circumstances, supported by guidance notes to help make things even clearer.

The new forms have greatly increased the speed at which we process claims, on average cutting the time in half. The volume of calls we have received requiring help is minimal now whereas before we used to get several calls a day. This has been received positively by customers and we were pleased to be able to put the situation right.

case study: making our website more interactive and easier to use

Increasingly our business is becoming focused around our website as this allows us to communicate more effectively with you and offers more ways for you to get involved.

To ensure that the website provides the best possible customer experience, we decided to redesign it and use our customers (and selected non-customers) to test it out.

what you told us

We did research to trial the new site to gain insights in areas such as: layout, navigation, look and feel, and the performance of the interactive features. The process was a very productive one.

Much of the feedback was positive – the homepage and product areas were generally  judged to be easy to navigate and attractively designed. The consistency of features throughout the site was praised and the prominence of the contact number was liked.

Areas of improvement were also identified and acted upon. The feedback helped us to improve general points such as the prominence of pricing information and specifics such as the difficulty in finding claim forms for our health cash plan. Overall the sessions helped us to create a better customer experience and a website that we’re proud of.

So, do you feel like getting in touch? Hopefully we’ve demonstrated that your views can make a difference.