Supporting Zurich's global strategy

Since 2006, we have been delivering customer servicing, administration, new business and claims activities for Zurich’s 2.1m UK open-book life and pensions policies.

Within our first month we were able to reduce call abandonment to 2.3% and raise overall competency to 99%. We have maintained competency ever since, and call abandonment is now consistently less than 2%. Furthermore, Zurich has continued to win coveted Five Star service ratings from distributors, year after year.

Our UK operations for Zurich are based in Swindon and Cheltenham. In 2007, they were officially recognised with Investors in People accreditation. Areas of particular commendation included:

• our values
• our performance management system
• our culture of valuing individuals.

In July 2011 our partnership with Zurich deepened as the company not only extended the UK contract, but also appointed us to support the growth of its global business by providing customer service and administration for cross-border products in Europe, the Middle East and Asia, and its domestic business in Ireland. The additional operations are based in Dublin, the Isle of Man and Dubai.

“The Capita people who work on our behalf have the same mindset as we have - going the extra mile to deliver truly Five Star service."
Tim Culling, Business Operations Director, Zurich UK Life