Insurer case study

>>Cornish Mutual
Cornish Mutual

Cornish Mutual

In December 2010, Cornish Mutual appointed a new software provider for its policy administration system, helping Cornish Mutual to guide Members through the insurance buying process.

“This investment in our new IT infrastructure and the Open GI system means that we are now able to provide the right platforms to improve our overall service to Members. Our previous policy system was based on old ‘green screen’ technology and we were limited in our ability to make changes and integrate with other systems. By moving to more up-to-date technology, we are able to take a lot more control over the services we offer. We are improving the Member experience and better protecting secure data.

“Technology improvements have not only helped us track and manage incoming calls better, but also predict call patterns and match the availability of advisors to our busiest times. We now have a call-back option in place if a Member wants us to ring them back. We are learning how we can improve all the time, but we have made an exciting leap forward in our service provision.

“As well as ticking all the boxes, our software provider has understood our mutual business model and have proved to be very cost-effective. Insurance is a fast-moving industry and we needed to be more responsive and remain ahead of the game when it comes to meeting the changing needs of our Members. It is really exciting to see the opportunities opening up to us to improve the quality of a service we are already very proud of.”

Peter Beaumont, Finance Director, Cornish Mutual

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In December 2010, Cornish Mutual appointed a new software provider for its policy administration system, helping Cornish Mutual to guide Members through the insurance buying process.

“This investment in our new IT infrastructure and the Open GI system means that we are now able to provide the right platforms to improve our overall service to Members. Our previous policy system was based on old ‘green screen’ technology and we were limited in our ability to make changes and integrate with other systems. By moving to more up-to-date technology, we are able to take a lot more control over the services we offer. We are improving the Member experience and better protecting secure data.

“Technology improvements have not only helped us track and manage incoming calls better, but also predict call patterns and match the availability of advisors to our busiest times. We now have a call-back option in place if a Member wants us to ring them back. We are learning how we can improve all the time, but we have made an exciting leap forward in our service provision.

“As well as ticking all the boxes, our software provider has understood our mutual business model and have proved to be very cost-effective. Insurance is a fast-moving industry and we needed to be more responsive and remain ahead of the game when it comes to meeting the changing needs of our Members. It is really exciting to see the opportunities opening up to us to improve the quality of a service we are already very proud of.”

Peter Beaumont, Finance Director, Cornish Mutual

Visit Cornish Mutual website

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