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Since joining the team in 2014, Chey has been instrumental in fulfilling our commitment to improving the customer journey.
Here she tells us about her role and why she’s motivated to help our clients and their customers:
One of the biggest highlights of my career so far has been working with the team to invest in our Online Claims Journey and seeing the impact it has had on our customers.
During my time at Arc Legal, the way in which customers want to interact with their policy has changed, and the telephone isn’t everyone’s first choice. We made a significant investment in developing an Online Claims Journey that offered customers an efficient, quick and most importantly, user-friendly experience. We are now seeing over 96% of claims submitted via the Online Claims System, compared to 45% in 2016, evidence of the impact on how customers engage with us.
A move into this role within the Corporate Relations Team was a perfect fit for me, allowing me to use my skills and experience to support our continued business growth and the wider distribution of Arc Legal’s suite of legal expenses insurance and ancillary products. I am now responsible for the account management of some of our key clients, providing day-to-day support to ensure their needs are met, and working closely with them to maintain or establish the best product solutions to both their business and customer needs.
Having worked for Arc Legal since 2014, I’ve developed a solid understanding of our systems and services, and importantly, knowledge of the challenges traditionally faced by customers and the pain points they often face within insurance processes. I’m looking forward to using this knowledge to work more closely with our key clients and deliver the continued levels of service and support they expect from us as a leading legal expenses and ancillary services provider.
The biggest challenge in a role like this is also our biggest opportunity.
Processes will always need to be adapted and evolved as customer needs change, and we continue to grow and develop the business. Therefore, I don’t believe that a project is ever finished, there will always be ways to improve and that’s what motivates me to help the business to continue to offer a superior service to our clients and their customers.
I see my new role as a great opportunity to be part of the continued growth and expansion of Arc Legal. We’re currently working on some exciting new projects for 2022 and I’m really looking forward to seeing these delivered successfully.
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