UK General Case Study
The Challenge
UK General Insurance - Insurance Management, Medical Database and CRM. Users: Management, Call Centre Staff and External Agents
UK General Insurance needed a single platform to support a 90 seat call centre and more than 200 partner sites. Data lived in separate systems that did not talk to each other, so quoting and reporting involved rekeying, delays and errors.
The business wrote both prime and sub prime travel cover, with medical risk playing a critical role in pricing and eligibility. Agents had to capture trip details, ask structured health questions and enter these answers into a separate third party medical database called Healix. They used the results to calculate premiums. RD Research were tasked with integrating this 3rd Party medical database with their internal systems and delivering a single system to be used by call centre staff that would speed up the entire process. To also then produce compliant documents and policy schedules and pass clean data to finance and MI.
The Development Process
We worked with managers and underwriters and UK General’s IT department to map journeys from first enquiry to policy issue and renewal. From this we produced a detailed specification for screens, scripts, pricing tables, medical rules, documents, roles and audit requirements, plus the partner distribution model.
Wireframes and a clickable prototype covered the agent desktop, medical screening flow, pricing engine outputs and document packs. We agreed data migration, performance targets for peak call volumes and clear SLAs for partner API usage.
Development was phased. Phase one delivered the call centre CRM, the pricing engine and the integration to the Healix medical database, along with document generation and MI.
Phase two added a self service web journey for customers and a secure portal for external agents.
Key features
- Call centre CRM for trip capture, medical disclosures and instant quotes
- Integration with the Healix medical database for automated risk and pricing
- Flexible pricing with age, destination and cover options, including opt outs and discounts
- Partner distribution via APIs and portals for 200+ external agents
- Document packs and schedules generated automatically with full audit trails
- Payments, commissions and MI with live dashboards for sales and performance
- Role based access and compliance controls across the policy lifecycle
The core engine developed by RD Research was used by hundreds of agents including the Telegraph NewspaperOutcome
The platform replaced multiple tools and supported both call centre and web channels. Quoting became faster and more accurate, medical risk was handled consistently, and agents and partners received clear documents and MI. The number of agents grew significantly and included major brands such as the Telegraph Newspaper.
“RD Research have successfully delivered an integrated system that meets or exceeds or expectations in every way. We will continue to use their services and I can highly recommend them”
Chris Gorney, Head of Marketing, UK Underwriting Ltd