A compliant claims operation built around customer outcomes
Accident Claim Helpline operates in a regulated environment where compliance, reputation and customer outcomes are central to every decision. When a customer has been involved in a non-fault road traffic accident the business aims to provide a clear, supportive and efficient alternative route to assistance at a time when customers often need help quickly.
Where required Accident Claim Helpline can support customers with credit hire solutions, comparable replacement vehicles, damage assessment, and vehicle repairs. The repair process is also an important part of the service, with work directed through repairers that are manufacturer approved or hold the relevant BSI accreditation(s), helping ensure customers receive a high-quality repair journey.
The business is digital, but that is only one part of its identity. Accident Claim Helpline also works with many brokers and some insurers, and its wider model is built around responsive service, careful compliance and positive outcomes for customers.
The challenge: high call volumes and calls the team could not assist with
The previous IVR did not give customers the experience Accident Claim Helpline wanted at the front door of the business. A large proportion of callers were abandoning before reaching the right person, whilst others were progressing through the IVR only to find the team could not assist with the nature of their enquiry.
As the business continued to grow, so did the number of policy-related and non-claim related calls. These contacts still needed to be handled sensitively, but they were taking skilled claims handlers away from customers who needed immediate support with a claim journey.
The aim was not simply to make the numbers better. Jordan Green wanted fewer abandoned calls, a more effective environment for the team, and a modern call journey that helped deliver good customer outcomes. Exclusive by name, Exclusive by nature.
Why Cyberstaff: the people who stayed at the table
Accident Claim Helpline considered the market properly. What stood out about Cyberstaff was not only the technology but the people behind it and the level of engagement they maintained throughout the project. From the first discussions Cyberstaff understood the operational challenge; the business did not need a generic IVR replacement; it needed an intelligent front-end that could listen, understand why a customer was calling and route the call appropriately.
That level of involvement continued through design, testing, integration and rollout. For a high-volume operation, that partnership approach mattered as much as the product itself.
An evidence-led rollout, not a leap of faith
Nothing was switched over on trust. Cyberstaff ran its agent versions head-to-head against Accident Claim Helpline’s existing call flow, with live traffic split between them and every outcome measured: routed calls, abandonment, connection, conversion to hire, agent talk time. Jordan tracked the results daily. Integration was handled between Cyberstaff and Accident Claim Helpline’s telecoms partner and involved building new APIs for live queue updates along with various SIP trunk routings.
George Woods, Exclusive’s Head of Customer and IT Project Manager, described the process as simple: “You clearly had the right skill set, and we realised that day one.”
The reporting itself became part of the story. “I love MI and data, but yours is on another level,” George told the team afterwards. “It helped bring this project to life and also challenged some of us in the right way.” For a business that runs on cost per acquisition and daily numbers, management information of that quality meant the decision to deploy was never a gamble. The winning agent earned its rollout in the data.
The results: fewer abandoned calls, better routing and stronger customer outcomes
Over a 18-day like-for-like test, the numbers were decisive. Comparing the previous IVR with the AI agent, first touch abandons fell 75% (callers dropping off before making any input) and queue abandons fell 65% (callers giving up while waiting for the team). Calls that used to ring out unanswered were now being answered, qualified and passed to the team.
More customers were answered, understood and routed appropriately, rather than being lost at the front door of the business. The AI Receptionist also helped ensure claims handlers spent more of their time with customers the business could assist. Non-claim calls reaching the team fell 43%, and that sharper focus supported an improved call-to-hire conversion rate, with a 19% relative uplift during testing, whilst also creating a better customer experience.
The most important improvement was not just operational efficiency. Customers who needed help were more likely to reach the team quickly, and callers with enquiries Accident Claim Helpline could not assist with were handled more appropriately before reaching claims handlers.
Growth supported: scale carefully and staff effectively
As Accident Claim Helpline continues to grow, call volumes and customer expectations grow with it. Cyberstaff’s AI Receptionist gives the business a more scalable front door, helping manage increased demand without simply increasing staffing levels in line with every additional call.
The First Notification of Loss team currently has 25 members and is planned to rise to 32. The AI Receptionist helps that team remain focused, productive and better able to serve customers who require claim support. For the business, this supports responsible growth, better call routing, fewer abandoned calls, more consistent customer experience and a more sustainable operating model.
A calmer operation and a platform for wider use across the group
The change was felt on the operational floor. The team had fewer frustrating calls where they could not help the caller, and more of their time was spent supporting customers with genuine claim needs. It protects colleague focus, supports customer outcomes and helps ensure the front-end of the business reflects the standard Accident Claim Helpline wants to deliver.
Following the success of the initial rollout, Accident Claim Helpline is exploring how Cyberstaff can support more lines of work and be used more widely across the group.
“I cannot fault the way Cyberstaff approached this project. They understood the problem quickly, stayed close to the detail and helped us create a better experience for customers and colleagues. The data showed the impact, but just as importantly, it has helped us protect the standard of service we want to be known for.”