REG-Capita PLC: FSCS consolidates claims handling services with Capita

CapitaAnnouncement

15/05/2018 09:05

FSCS consolidates claims handling services with Capita

Capita Customer Management has been selected as a partner by the Financial
Services Compensation Scheme (FSCS) to consolidate all its claims handling
services, following a competitive tender.

In a contract worth £37m over the initial 4.75-year term with an option to
extend for a further two years, Capita will become the sole provider for all
inbound and outbound customer contact and the handling of pension, insurance,
mortgage, deposit and investment claims. FSCS claims handling processes have
previously been provided by three suppliers, including Capita.  

FSCS delivers a critical set of complex customer processes in the Financial
Services sector. The new partnership with Capita is part of a wider programme
for FSCS to improve customer experience and build trust in the sector through
providing smarter and more automated digital processes.

Capita will deploy its advanced digital and customer management capabilities
to drive improvements in experience across all channels.

Jimmy Barber, Chief Operating Officer at FSCS, said: “Our decision to
consolidate our claim handling services with Capita is testament to the
strength and quality of its submissions during the procurement process. Capita
demonstrated its understanding of our need to deliver a fast, empathetic and
consistent customer experience and the new partnership will help ensure that
customers are provided with the best possible service when making a claim.”

Mike Barnard, Executive Director, Capita Customer Management, said: “The
handling of complex cases for customers is at the heart of Capita Customer
Management’s expertise, and fully aligns with Capita’s new strategy.

“We have a decade-long relationship with FSCS and the expansion of our
partnership reinforces our position in the provision of customer management
solutions for financial services sector. We look forward to this next phase of
our partnership, deploying Capita’s best in class digital, transformation,
case management and contact centre capabilities to support FSCS in becoming a
leader in customer experience in financial services.

“Our partnership has always been based on shared objectives and aligned
values, and we very much look forward to continuing our successful work with
FSCS and supporting their critical role in the UK.”

ENDS

Media enquiries

Capita press office

0207 654 2399

Email: media@capita.co.uk

Notes for editors

Capita is a leading provider of technology enabled business services,
operating across five key divisions: Software; People Solutions; Customer
Management; IT Services and Government Services. Working across the UK,
Europe, India and South Africa, we use our expertise, talent and technology to
partner with our clients to transform services and add value for all their
stakeholders. Capita is quoted on the London Stock Exchange (CPI.L). Further
information on Capita can be found at: http://www.capita.com



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