RSA: Spotlight on home claims
RSA Insight Team
Summary
RSA is an insurer with a proud heritage, helping customers to manage risks for 300 years. When people take out insurance, they are buying a promise of payment and support in times of crisis. Ultimately, claims management is our reason for being and we saw it as our key strength. This is the story of how RSA's Insight Team reevaluated that assumption, revealing failures and critical blind spots in our Home Claims operation and generating real impetus for change. The project involved:
- an innovative online video diary programme;
- independent external research...