Admiral ensures customers’ complaints rank highly

6th April 2023

Admiral Insurance make customer complaints hassle-free

Admiral Insurance are one of the leading UK insurers for motor (4M) and homes (1M), having recently celebrated their 30th ‘birthday’, they pride themselves as the only company who has made the Sunday Times “Best Big Company to Work“ List every year since it began in 2001.

This recognition is reflected in all Admiral’s activity, from making a priority of improving their employee experience reducing unnecessary admin and improving efficiency, to streamlining customer processes to eradicate potential pain points.

Read the case study to discover how the Admiral make use of Civica Complaints Management to reduce the burden on both their users and customers.

Download case study

Key outcomes:

50% reduction in service complaints administration

Multi-point Root Cause Analysis recording

50% saving in case handler training time

Shane Hook,

Complaints Platform-Product Owner,

Admiral Insurance

Based on an extensive time and motion study we’re seeing a 50% reduction in complaints service admin - which is huge.