27th November 2023
Benenden benefits from a robust complaints management system
Filling the gap between the much-loved but under increased pressure NHS and traditional Private Medical Insurance (PMI), Benenden Health members receive support through a range of healthcare services.
When discussing the recent Financial Conduct Authority Consumer Duty requirement, Benenden did not need a huge shift as a mutual NFP they have always been customer focused.
With a rapidly growing membership, find out how Benenden Health are delivering a smooth experience for both employees and members with Civica Complaints Management.
Key outcomes:
Complaints handled within 50% of the regulatory timeframe
Flexible system supports remote and part-time handlers
Robust Complaints Process
Jenny Holtby,
Operational Support Team Manager - Complaints & QA
Benenden Health
Through Civica Case Management, we've been able to communicate with our members better, in a timely manner to keep them up-to date with the progress of their case, which also positively impacts member loyalty and experience