Benenden Health delivers a smooth customer experience

27th November 2023

Benenden benefits from a robust complaints management system

Filling the gap between the much-loved but under increased pressure NHS and traditional Private Medical Insurance (PMI), Benenden Health members receive support through a range of healthcare services.

When discussing the recent Financial Conduct Authority Consumer Duty requirement, Benenden did not need a huge shift as a mutual NFP they have always been customer focused.

With a rapidly growing membership, find out how Benenden Health are delivering a smooth experience for both employees and members with Civica Complaints Management.

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Key outcomes:

Complaints handled within 50% of the regulatory timeframe

Flexible system supports remote and part-time handlers

Robust Complaints Process

Jenny Holtby,

Operational Support Team Manager - Complaints & QA

Benenden Health

Through Civica Case Management, we've been able to communicate with our members better, in a timely manner to keep them up-to date with the progress of their case, which also positively impacts member loyalty and experience