LONDON, 26 March 2021 – Sedgwick, a leading global provider of technology-enabled risk, benefits and integrated business solutions has announced a new strategic partnership with John Lewis to provide an innovative claims service for their new home insurance product, which is designed to make buying home insurance simpler and more flexible. The strategic collaboration will set new standards for John Lewis’ customer claims experience and accelerate Sedgwick’s digital claims innovation to improve customer claims journey.
“We are very excited to enter into this strategic relationship with John Lewis as we continue to build a culture of innovation and focus on building solutions that improve customer experience” said Nicola Dryden, UK chief client officer at Sedgwick. “John Lewis recognised the value to be gained from our customer-centric innovation. We’ve reimagined claims from the customer perspective and backed that with technology and leading expertise that will ultimately provide a high level of service for customers.”
Ali Berryman, head of financial services at John Lewis said: “We were looking for partners who can support us with innovating and enhancing the service customers receive across all aspects of home insurance. The partnership with Sedgwick will allow us to provide a more flexible service and will simplify the claims process for our customers.”
Enhanced customer journey and claims life cycle
John Lewis home insurance customers will benefit from Sedgwick’s end-to-end property claims solution which was developed with customer mind-set and a focus on improving the customer journey. To achieve this, Sedgwick has combined the home emergency and home journey claims services in order to speed up the process and reduce additional damage and further loss, especially in escape of water claims. Furthermore, behavioural scientists have been involved to help understand customers better and tailor the solution according to each need.
The online claims service portal for customers is available 24/7/365 and is powered by an automated decisions engine and complex logic. This not only checks whether a customer has the correct policy cover in place, but also enables straight-through processing with minimal human interaction from claims handlers. This capability means claims will be processed more quickly which and it also reduces the claims life cycle. Customers will still have the option to speak to a customer service representative.
By creating mental models with our behavioural scientists, we have simplified the process for claimants and reformatted and simplified the language we use. This reduces the feeling of being overwhelmed and helps them feel more confident of the process and progress.
Through the integration with our certified network of vetted contractors on the ground we’re available to provide 24/7 nationwide service during time of emergencies and increased demand, which further speeds up the process for customers.
About Sedgwick Sedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions. The company provides a broad range of resources tailored to our clients’ specific needs in casualty, property, marine, benefits, brand protection and other lines. At Sedgwick, caring counts®; through the dedication and expertise of more than 27,000 colleagues across 65 countries, the company takes care of people and organizations by mitigating and reducing risks and losses, promoting health and productivity, protecting brand reputations, and containing costs that can impact the bottom line. Sedgwick’s majority shareholder is The Carlyle Group; Stone Point Capital LLC, Caisse de dépôt et placement du Québec (CDPQ), Onex and other management investors are minority shareholders. For more, see www.sedgwick.com.
About John Lewis Partnership
The John Lewis Partnership owns and operates two of Britain's best-loved retail brands - John Lewis & Partners and Waitrose & Partners. Started as a radical idea nearly a century ago, the Partnership is the largest employee-owned business in the UK and amongst the largest in the world, with over 80,000 employees who are all Partners in the business. For all intents and purposes, the Partnership is a social enterprise; the profits made are reinvested into the business - for customers and Partners. John Lewis & Partners operates 42 shops plus one outlet across the UK as well as johnlewis.com. Waitrose & Partners has 335 shops in England, Scotland, Wales and the Channel Islands, including 61 convenience branches, and another 27 shops at Welcome Break locations. Waitrose & Partners exports products to more than 50 countries worldwide and has 12 shops which operate under licence in the UAE. The retailer's omnichannel business includes the online grocery service, Waitrose.com, as well as specialist online shops including waitrosecellar.com for wine and waitroseflorist.com for plants and flowers.
John Lewis Finance offers customers first-class financial products and services which they can have confidence in, delivered with the expertise and customer service that John Lewis is known for. Its products include home, pet, car, foreign currency, and its Partnership Card - which enables customers to earn points every time they spend. For details of all the products and services go to www.johnlewisfinance.com.
For Home Insurance, John Lewis plc is an appointed representative of Munich Re Digital Partners Limited, a company authorised and regulated by the Financial Conduct Authority to carry on insurance distribution activities.