Dazzling customers through Proactive Servicing Qorus Innovation in Insurance Awards 2020

Through development and optimisation of existing technology, we’ve delivered an innovative initiative that’s enabled us to proactively contact our customers when we know that something has gone wrong with their service, before they even realise it themselves. As a result, we’ve significantly enhanced our customer experience, increased our brand loyalty and driven an impressive reduction in lapse rates, at minimal cost the business. Vitality have a completely unique proposition that makes us ‘positively different’ from other insurers both in the UK and worldwide. With innovation embedded into our core, we continually inspire and challenge our leadership to bring new, exciting ideas to the table, to improve our customers’ satisfaction and our business as a whole. This initiative demonstrates how we took a business-wide collaborative approach to further set us apart from the market. Enhancements to existing technology has enabled us to gain a holistic view of our customers’ journeys - understanding their experience in real time, proactively identifying potential difficulties and escalating issues rapidly so that our Operations can intervene quickly. The end result is a seamless service that dazzles our customers through innovation. Proactive servicing has proven to be successful in fulfilling what we set out to achieve, so much so that we’re now embedding it into all new and existing processes across the business. We’re now contacting up to 3,000 customers each month to help them engage with Vitality. This has led to a notable increase in our customer retention rate, in turn significantly increasing our overall revenue.