Drive agility and customer focus
The UK Life and Pensions sector is navigating significant disruption – driven by an ageing population, rising expectations for digital experiences, and rapidly advancing technology. Success in the evolving market hinges on a CX strategy that delivers personalisation, simplicity, and consistent experiences across channels.
As a strategic partner to 7 of the top 10 insurers in the UK and US, we deliver end-to-end CXM solutions for Life & Pensions providers. Our omni-channel solution – across voice, digital, and social, drive greater operational efficiency and stronger customer loyalty. Flexible engagement models, including insourcing, outsourcing, and transformation partnerships, ensure scalable and compliant service delivery.
#ResultsMatter
Quality
Saving via offshoring
AHT reduction
Higher productivity than in-house
Improvement in NPS
Increase in CSAT
Correct customer outcomes
Monthly agent attrition
End-to-end lifecycle support
With operations spanning the UK, South Africa, India, the Philippines, the US, Mexico, and Bulgaria, we deliver consistent, high-quality CX globally. Our digital suite featuring GenAI agent assistants, document summarisation, conversational bots, and self-serve channels, drives efficiency and seamless service.
Acquisition & onboarding
Member servicing & policy administration
Claims management
Billing & collections
Complaints & remediation
How we do it
Every aspect of our service delivery is designed to ensure cultural alignment, operational excellence, and long-term value for your business. We apply a proven, structured framework to consistently meet – and often exceed, target performance.
Talent Onboarding
Outcomes
Faster onboarding
Better agent fit
Learning & Development
Outcomes
Reduced early attrition
Quality & Performance Management
Outcomes
Higher NPS
Enhanced CX
Workforce Management
Outcomes
Flexibility
Transparent reporting
Governance
Outcomes
Strong governance
Joint accountability
Agent Engagement & Retention
Outcomes
Stable programs
Superior CX
IT & Security
Outcomes
Regulatory alignment
Data security assurance
Case study
A full-scale transformation, powered by live chat and other tech interventions, streamlined key processes including Sales, Claims and Complaints–for a leading general insurer.
Claims KPIs
Supporting vulnerable customers
We understand that engaging in challenging and emotional conversations with vulnerable customers requires an integrated approach, spanning people, processes, and technology. Our comprehensive services include Vulnerability Assessments, Inclusive Journey Design, Agent Enablement, and intelligent tools like Speech and Text Analytics to guide sensitive conversations with care and confidence.
Multi-channel inbound/outbound services
Specialist resourcing with the skills and empathy to deliver good outcomes
End-to-end alignment with your brand, culture, and compliance goals
Automation and process re-engineering to boost efficiency and ensure consistent standards
Why partner with ResultsCX
We are the UK’s leading CXM partner, trusted by top insurers to deliver meaningful results. Our global footprint, deep industry expertise and a scalable workforce enable compliant, high-impact experiences for your customers.
20+ years of insurance experience
11,000+ insurance colleagues delivering bespoke customer support
Proven track record in TUPE transitions
Deep understanding of the UK regulatory landscape
Comprehensive business continuity plan (BCP) tailored to each client
Effective governance structure to ensure compliant delivery
Continuous improvement driven by insights, QA evaluations, and performance interventions
Collaborative change management framework with early stakeholder engagement
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Transform Your Customer Experience, Act Now!
