East Midlands-headquartered insurtech CET, which provides claims management solutions to the UK insurance industry, has enhanced its service levels and recorded significant growth – thanks to its COVID-19 response.
Before the pandemic, CET was already transitioning to a “working from home” model as part of its long-term strategy. It had successfully transferred 100% of its staff to remote working before the first lockdown came into force, enabling it to reach beyond its East Midlands headquarters to meet its recruitment targets.
As a result, it saw its headcount increase by over 36% in the year ended April 2021, from 192 to nearly 300, with 94% of new recruits being female.
Over the last 12 months, the firm secured a significant number of contract wins with UK insurance providers, including a five-year deal to manage a branded claims portal for specialist warranty provider Domestic & General. It also increased its UK-wide network of contractors by 25% to over 300 and continued to improve its first visit fix rate, reducing face-to-face contact during the pandemic in the process.
The firm saw positive customer feedback, with higher customer satisfaction scores in the 12 months ended May 2021 than at any time in the last three years. It also saw an increase in its Trustpilot score and the percentage of customers who would recommend CET to others.
CET chief executive officer Chris McLain (pictured) said the firm invested heavily in its staff and steadily built its network of contractors to meet the demand and ensure it was consistently providing high-quality customer service.
“At a time where businesses across all sectors are struggling with the impact of COVID-19, it’s reassuring to see CET go from strength-to-strength,” McLain said.
“We’re proud to have talented employees who, thanks to our pre-pandemic working from home policy, now operate from the top to the bottom of the UK. This meant that when COVID-19 actually hit our shores, we were already up and running, and our entire workforce was able to carry on delivering top-quality service with very little interruption.”
During the pandemic last year, CET revealed that the new business allowed it to save over 48 metric tonnes of CO2 – with resources focusing on further developing its cloud-based software platform SIMPLIFi, an end-to-end job management system that connects everyone in the claims management process, from First Notification of Loss (FNOL) to resolution.
McLain added: “We’ve worked hard over the past 12 months to make sure our staff, contractors, and customers felt safe and supported during what can only be described as an unprecedented and challenging year for all concerned.
“As we look beyond the pandemic, our priorities will be continually driven by doing our best for our customers, clients, staff, contractors, and also the environment. I’m proud of the hard work of everyone across the board at CET in coming together over the past year to consolidate our position as the UK’s leading claims solutions platform.
“I’m also excited by the future as we look to expand our footprint and diversify our offering beyond home emergency.”