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WUKI determined to shine in GI customer service levels

1 June 2009

Willis UK & Ireland (WUKI) is implementing a major business transformation programme, as part of a strategy to become number one for service in the general insurance industry.

Brendan McManus, CEO of WUKI, said although the industry had a poor reputation in general for service the broker wanted to show that it could provide excellent customer care because it had both great segmentation and a good proposition for its clients.

"As part of this approach we aim to ensure that the level of service is outstanding and to make this happen we have to give our people the right tools and underpin the strategy by having a modern process. The main challenge is to ensure that we are delivering the best service but at the end of it all we will be more productive as a consequence of this change."

As part of this move WUKI has chosen Acturis as their technology partner to deliver a new end-to-end broking system to support its UK retail business. As part of a major business transformation programme, the Acturis platform will support the streamlining of business processes and administration. The intention is to free up time for Willis associates allowing them to increase the amount of dedicated client-facing activity they undertake.

The transformation programme will see Willis initially add over 250 users to the Acturis system across nine offices, starting with the commercial segment. In 2010, the rollout will broaden into the mid market and major accounts arena and, by the end of the year, Willis will have added more than 700 users in total.

The Willis Commercial Network, the broker's association of local, independent insurance brokers in the UK, will also have the opportunity to use the Acturis system. The system will provide access to Willis Commercial products and processes and enable network brokers to interact seamlessly with Willis and with fellow network members.

WUKI said it was looking to drive significant process efficiencies throughout its entire UK business over 2009 and 2010 and that the Acturis system was a key pillar in this initiative. Willis has begun the implementation phase with an initial focus on its commercial regions branch network.

Mr McManus added: "Our clients wanted great service and they are the ones shaping this programme. We also see this move as a great investment in people and business in the UK and it shows how committed we are to both our clients and staff."

Insurance Age


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