For over two decades, Forward Emphasis has partnered with one of Ireland’s most trusted insurers to deliver a scalable, compliant and customer‑focused home insurance servicing operation. Through continuous innovation, deep industry expertise and a team that has grown by more than 25%, we’ve helped our client navigate regulatory change, digital transformation and rising customer expectations, while consistently delivering exceptional service across customers, brokers and banking partners.
Throughout this long‑standing partnership, Forward Emphasis has delivered a fully managed Household Insurance Servicing (HIS) operation that supports customers, brokers and banking partners across every stage of the policy lifecycle. Our team manages a wide range of servicing activities, including new business setup, manual quotations, renewals, mid‑term adjustments, cancellations, billing queries and claims‑related updates.
Our broker and bank partners benefit from specialist support, including underwriting referrals, documentation handling, claim‑driven changes and strict SLA‑driven inbox management. We manage everything from new mortgage cases and indemnity letters to MTAs, cancellations and account queries, ensuring a consistent, compliant and responsive service experience.
Expert Decision‑Making, Quality Assurance and a Scalable Team
A key strength of the operation is our APA‑qualified team, who manage renewal stops and apply delegated underwriting authority to make informed, accurate decisions on complex cases involving claims, occupancy concerns, business‑use checks, special terms and more. This capability ensures customers receive timely, compliant outcomes while reducing operational bottlenecks for our client.
Quality and compliance remain at the heart of the operation. The team manages multiple service queues, logs complaints and breaches and consistently delivers strong Voice of Customer (VOC) performance, including a 95% First Contact Resolution rate and an agent score of 4.6 on bank lines.
Today, the FE team stands as a scalable, multi‑skilled operation that continues to evolve with the needs of our client and the wider insurance market. Through continuous innovation, operational discipline and a commitment to exceptional customer experience, Forward Emphasis has helped strengthen service delivery, enhance compliance and build deeper trust across customer, broker and bank relationships.
Key Highlights
- 20+ years of partnership
- 25%+ team growth during the engagement
- 95% First Contact Resolution
- 4.6 agent score (VOC performance)
- 4‑hour SLA for high‑priority broker inbox
- 24‑hour SLA for high priority mortgage cases
- APA‑qualified team with delegated underwriting authority
- Multi‑channel servicing across customers, brokers & banks
- End‑to‑end lifecycle support from new business to claims‑related updates
This case study reflects not just a service model, but a partnership built on reliability, adaptability and shared ambition, one that continues to deliver measurable value year after year.
Empowering people, elevating service, delivering outcomes that matter. Let Forward Emphasis do the same for you.
