Growing the claims team, growing CPP Group UK
Our claims story so far…
Over the past year, CPP Group UK has been rapidly developing its technical expertise in in-house claims handling – one of our greatest assets and USPs as a company. The integration of the Leeds and York operations into one combined unit has allowed us to realise our ambition to offer a true hybrid insurance and service model.
Part of this growth is inevitably due to the new faces that have joined the team in recent months. Towards the end of 2020, the claims team saw considerable expansion: in October, Abid Nazir came on-board as Claims Manager to lead the RAC campaign, with Rachelle Powers, Susie Webb, Komal Ahmed and Inderpal Panesar all joining as Claims Handlers in the months after. Just this week, we welcomed two more new starters to the team, Erin Robertson and Saiqua Parveen.
Our claims team service over 800,000 individual customers and dealt with 92,000 calls in 2020. Customer feedback also continues to be excellent – for example:
“Thank you very much – this is why I stay with RAC: always efficient and get the job done. My keys have now been replaced, thank you.”
“Great news – I’ve just found my car keys! What a relief! Thank you so much for all your help. You were very kind and understanding. I’ll have to pay more attention to where I put my keys in the future!”
As far as our ambitions for 2021, the aim is to process and manage over 1000 claims every month.
Abid says: “I’ve had a great start to life at CPP, everyone has been very supportive and welcoming which has helped me to settle in comfortably. CPP has a real family feel to it; me and the new starters have certainly felt that.
Going forward, I’m looking forward to supporting the wider business bringing new partners and their customers onboard. We’re developing a great track record of customer feedback and it’s great to be heading a team that is clearly so valued. With lots of new starters recently, we’re looking forward to running innovative new campaigns and new tech to support the needs of policyholders.”
There’s been a great momentum in business within CPP since the beginning of the year, which with our recently announced major recruitment drive, is set only to continue. Thanks to the hard work and determination from our people, we’re really beginning to cement our reputation for claims handling and end-to-end servicing for all of our clients’ insurance needs.
2021 has started with such promise – let’s keep going!