NBS

We Are The National Bereavement Service

Client

Financial institution

our brief

A dedicated customer bereavement service

Location

Nationwide

Financial institution

  • One of the oldest financial mutual societies in the world, launched more than 180 years ago
  • Founded as a sickness and benefits society – an amalgamation of various fraternal groups, including the Royal Shepherds Sanctuary Benefits Society and the Ancient Order of Shepherds
  • Offers a range of adult and children’s savings productsincome protection plans and life insurance for over 50s
  • Has a rapidly expanding member base and an investment fund that is constantly growing
  • Strives to deliver innovation and the commitment of mutuality to members
  • Focuses on employee development, engagement, benefits and flexibility to deliver a higher level of service to members

The challenge

The society recognised it had a gap in the help and support it provided for members’ next of kin during the redemption and claims process for their Over 50s Life Insurance proposition. While its customer service team was caring, supportive and empathetic, it didn’t have the specialist skills to deal with the practical and legal support families needed immediately following a bereavement.

 

We were tasked with providing an enhanced bereavement service to provide impartial and unlimited guidance for the society’s customers, which would add further value to its Over 50s Life Insurance product.

We delivered an inbound call service, providing a dedicated telephone number together with a co-branded bereavement support guide which became part of the company’s customer claims package.

The solution

We delivered an inbound call service, providing a dedicated telephone number together with a co-branded bereavement support guide which became part of the company’s customer claims package.

 

Second, we implemented a hot key transfer service, directing users to a dedicated National Bereavement Service (NBS) advisor for immediate telephone support, as well as a suite of new content.

What we did

  • Closely collaborated with all departments within the organisation, from Board level through to marketing, to understand objectives and strategy
  • Provided whole-team, on-site training sessions, sharing example customer calls and successful case studies and outcomes
  • Collaborated and created bespoke content to promote the service, such as a white label literature, website content and relevant articles
  • Provided weekly management information and conducted fortnightly calls during the initial three months to tailor the service and develop the offering

Results

By changing the life insurance claims process from being a ‘deceased account closing procedure’ to an opportunity to retain or receive new clients, the service we delivered enhanced our client’s customer service proposition, CSAT scores and increased client retention.  

 

Since launching NBS Practical for their client’s customers in 2017, we’ve since rolled out NBS support and a counselling service for company employees, together with Adroit Legal Services, which has formed an important part of the company’s new employee wellbeing programme.