Park Home Insurance: Using Technology to Deliver a Better Service

At Park Home Assist, customer service and value have always been our priority, and we’re using technology to help us deliver an even better service. This enables us to give our customers more choice, in how they deal with us. Our friendly team is available via our online portal, email and telephone to answer your questions. You can also write to us and we continue to receive payments by cheque.

Park Home Assist Insurance Services is part of Assist Insurance Services Limited and we’re proud to be an independent family business. During the last 19 years, the company has grown to more than 50,000 policyholders. This means we need to work smarter to continue to deliver excellent quality of service and value to our policyholders.

Award-winning service and technology

Our efforts have been recognised by the insurance industry recently as we have won the prestigious Customer Experience Award 2024 at the British Insurance Awards, as well as being finalists in the Digital Insurance Innovation of the Year and Personal Lines Broker of the Year awards. In addition, we have been shortlisted for the Customer Service, Digital Broker of the Year and Personal Lines Broker of the Year awards at the UK Broker of the Year Awards 2024 – the winners will be announced in October.

Call monitoring technology

Whilst Park Home Assist has always had a call monitoring team, as the company grows, we need to increase this resource. However, calls with customers about their park home insurance needs are often complex and there’s a wide range of policy types to monitor across three different operational areas. Recruiting and training additional auditors on our unique product range is costly and time consuming, and these types of individuals with this type of knowledge are difficult to find. As we were eager to increase the frequency of the call monitoring of our existing agents, as well as allowing for future growth, we needed to take a new approach.

We were keen to identify a solution that was scalable and to increase our call monitoring from 2% of calls. We wanted to improve the overall experience of our park home, holiday home and marine insurance customers, ensure that insurer scripts, terms and conditions are all clearly explained and that we meet all regulatory frameworks. This is to maintain and build on our impressive track record of compliance, quality and success, and is where artificial intelligence (AI) came in.

However, monitoring and checking 100% of calls between customers and agents using an AI technology was perceived as too complex for insurance applications of this kind.

Introducing artificial intelligence

Undeterred, we introduced  Voyc – an AI-powered conversation intelligence and compliance monitoring solution that checks 100% of incoming and outgoing calls between customers and agents. Using AI and Large Language Model (LLM) technology, Voyc tailored its solution for each product. It assesses calls against service level requirements and identifies specific issues for further investigation. Our call monitoring team then manually reviews call transcripts and recordings produced by the system within 24 hours to address any identified issues promptly. Eg. Voyc can detect characteristics of customer vulnerabilities, commendable staff behaviour or inappropriate language.

This means that we are now able to quality check 100% of incoming and outgoing calls between agents and customers, making us more responsible to our customers, insurers and regulators. Also, we are more proactive in identifying customer vulnerabilities or vulnerabilities to the business, and new opportunities.

Introducing new technology has also benefitted the staff: Agents feel that the call monitoring is now more objective and we are better able to identify, celebrate and share positive customer feedback, boosting morale. It also provides reassurance and feedback for new employees.

Online portal for park home insurance

We have also launched an online portal so customers can renew or buy park home insurance policies online and receive documents by email. This is in addition to telephone and postal channels, producing documents with large type and accepting payment by cheque. For example, some customers who do not have a permanent postal address or are hard of hearing, may choose to contact us using the online portal.

The move to cut costs is increasingly forcing customers to interact with brokers in specific ways and de-humanising these interactions. However, at Park Home Assist, we aim to make the process of buying park home insurance more ‘human’ and personal. We allow the customer to choose, while empowering the business with ground-breaking tools to monitor and deliver a better service.

This is a marketing article from multi-award-winning Park Home Assist.

Please note that all insurance cover is subject to acceptance of terms and conditions.

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Published – 18/10/24