Over the last 20 years, Forward Emphasis has been a steadfast partner to one of the insurance industry’s most trusted brands, navigating the dynamic and fast-evolving landscape of global insurance together with a team that has scaled over 25% during the partnership. From increasing regulatory pressures to rapid digital transformation, the insurance sector has faced significant challenges, demanding continual innovation, operational streamlining, and a focus on improving customer experience. Throughout these changes, Forward Emphasis has continuously delivered scalable, innovative, and customer-focused solutions to address these challenges head-on.
20-years of Trusted Partnership
What began as a partnership focused on customer service operations has since grown into a comprehensive, multi-line support model, spanning multiple insurance verticals, from motor to property, pet, commercial, personal accident and household claims.
Today, Forward Emphasis supports claims teams for motor, property, pet, personal accident, and commercial insurance, offering deep expertise to meet diverse customer needs. A dedicated team also manages household insurance, working closely with brokers to ensure seamless experience for both policyholders and brokers.
With a laser CX focus on being a trusted partner for protecting and growing its customers’ most valuable assets, including health, finances and property, our joint North Star revolves around trust, reliability and sustainable growth. Our client seeks to be the leader in customer loyalty by focusing on simplicity, sustainability and innovation in product offerings. They leverage technology solutions and integration to deliver value and maintain its position as one of the top insurance brands in Ireland and the world.
This shift not only highlights Forward Emphasis’ ability to manage complex and diverse customer demands but also its capacity to create a cohesive, efficient service model that streamlines the client’s offerings across multiple sectors.
Driving Operational Excellence Amid Industry Change
Throughout this partnership, the insurance industry has undergone significant transformations, from regulatory changes to the rising demand for digital solutions. Forward Emphasis has been a key enabler for our client, ensuring they remain agile and adaptable in the face of these evolving challenges. For instance, in response to shifting billing practices, we implemented a dedicated credit billing instalment team to assist customers with direct debits and billing inquiries that streamlined billing and ensured high-quality insurance products with operational efficiency.
In an industry marked by constant change, our consistent operational excellence has made us the trusted partner for last-minute projects and high-priority campaigns. The client depends on us to seamlessly integrate with their team, stepping in to tackle urgent challenges that require flexibility and expertise—such as ramping up an outbound campaign when a key provider enters or exits the Irish market.
Innovation Through Training and Technology
One of the standout elements of the partnership has been the focus on innovation. Forward Emphasis introduced a proprietary motor claims training platform that has been 2-times recognised globally for innovation. The platform reduced the time needed to train claims agents by 50%, with key performance indicators (KPIs) such as productivity, accuracy, and employee satisfaction all improved by up to 35%. The training program has revitalised our performance, and boosted employee engagement, retention, and productivity in the areas it has been rolled out for – with plans in place to expand the offerings and developing new training modules in areas such as home, travel and dental insurance.
Beyond training, Forward Emphasis operates with our client’s cutting-edge technology that is interwoven into the service model, including AI-driven claims management and advanced telephony solutions that streamline workflows and enhance customer experience.
By using both technology and training innovation, Forward Emphasis has successfully helped its client achieve greater operational efficiency, improved service delivery, and higher customer satisfaction via improved decision-making accuracy, automated administrative tasks, and freed up agents to focus on high-value interactions with customers.
A Partnership Built on Trust and Expertise
What truly sets Forward Emphasis apart in this two-decade-long partnership is its depth of understanding of our client’s business, challenges, and evolving needs. The hallmark of this partnership has been the mutual ability to adapt and evolve in response to industry shifts, customer expectations, and technological advancements and adapting to the use of AI-powered workflows.
The growth of the partnership reflects the expanding scope of services offered, from traditional customer service to multi-line claims management and specialised billing teams. As both companies have grown and evolved, Forward Emphasis has played a pivotal role in helping the client remain at the forefront of the insurance industry, continuously supporting their mission to provide trusted, transparent, and efficient services to their customers.