The Intermediary – March 2026 - Flipbook - Page 81
Q&A
indicative outcomes for pre-sales enquiries,
making it easier and faster to do business with
us. We’ve also transformed the onboarding
journey, simplifying processes and creating an
experience that is both efficient and aligned with
adviser expectations.
For claims management, we’ve invested in a
modern platform that equips our expert claims
handlers with the tools they need to manage
cases effectively, freeing them to spend more
time building trusted relationships with members
during difficult times.
Looking ahead, the transformation of our
customer experience team throughout 2026 will
ensure that any support provided during the
lifecycle of a policy is seamless and hassle-free
These investments have significantly enhanced
customer experiences and transformed the way
our colleagues work, combining technologydriven efficiency with the human empathy that
truly differentiates our service.
How will this translate into
better outcomes for advisers
and their clients?
These improvements deliver faster,, more reliable
support for advisers, a smoother and more
efficient onboarding experience for clients, and
sonalised support at the
stronger, more personalised
claim stage.
xperience
They also enhance the ongoing experience
throughout the full lifecycle of a policy, from
es, ensuring
initial engagement to mid-term changes,
that members receive consistently high-quality
interactions at every touchpoint.
educing friction, and
By simplifying processes, reducing
equipping our teams with better tools, advisers
can work with greater confidencee and clients
ommunication, quicker
benefit from clearer communication,
xperience.
decisions, and a more consistent experience.
engthen trust
Ultimately, these investments strengthen
-of-service
in The Exeter and enhance the quality-of-service
advisers can provide.
Does mutuality change
e the way you
approach your service offering?
Mutuality absolutely changes the way we
approach our service offering, because we
exist solely for the benefit of our members,
not shareholders.
This means every decision we makee is guided
by what delivers the best outcomes for
members, whether that’ss simplifying processes,
engthening the
investing in technology, or strengthening
By simplifying processes,
reducing friction, and equipping
our teams with better tools, advisers
can work with greater confidence
and clients benefit from clearer
communication, quicker decisions,
and a more consistent experience”
guidance and support we provide throughout
the journey.
For our members, mutuality translates into
trust and transparency: they know we reinvest
profits into improving products, services, and
experiences. It also means we take a long-term
view, focusing on quality and sustainability rather
than short-term gains.
Ultimately, mutuality allows us to put members
at the heart of everything we do, ensuring our
service is values-driven and truly differentiated in
the market.
SUZY ESSON
