It Should Be Simple

The insurer took 250 calls a week about correcting annual mileage on renewal offers. An adviser could change the number on a screen; the customer could not. One customer had asked why she could see the number and not change it, and her question had become a request to open the field online.

Every reply attached to the request agreed with it: fewer calls, customers kept online, corrections inside limits Underwriting already allowed, and each correction recorded. Counter-Fraud agreed for increases, provided reductions were checked against the MOT record…