Police Mutual Case Study

Background

For over 140 years, Police Mutual has been helping Police Officers, Staff and their families with a range of exclusive financial products and services.

With no shareholders, Police Mutual is run for the benefit of around 200,000 members and the Police Service. At the heart of Police Mutual’s values are its members; it strives to deliver uncomplicated, reliable and common sense services. 

So when they decided to review their customer service provision, Police Mutual decided to go to Answer4u, for a solution.

Providing emergency support to members

Police Mutual offers a wide range of financial services, including savings, investments, insurance, healthcare, and mortgages. However, one area that required additional customer service support was emergency assistance - specifically for:

• Vehicle breakdowns and courtesy car requests
• Windscreen breakages and transport advice
• Claims requests and legal support
• Urgent travel assistance

Accurate data capture and escalation

Handling these calls efficiently required trained agents who could:

• Quickly verify the caller’s identity and policy details.
• Direct urgent cases to the appropriate helpline or issue emergency callbacks.
• Accurately prioritise enquiries to ensure timely resolutions.

To address these needs, Police Mutual turned to Answer4u for a scalable, highly trained call-handling team.

Scalable, expert customer support

Answer4u leveraged its scalable call-handling resources to efficiently manage all aspects of Police Mutual’s customer service operations. Each agent underwent comprehensive training to understand Police Mutual’s processes and customer needs fully. Additionally, the flexible contact centre structure allowed Answer4u to absorb unexpected surges in call volumes, ensuring uninterrupted support.

First filter approach for call prioritisation

As all of Police Mutual’s products are highly regulated, Answer4u agents cannot act in an advisory capacity. However, the value of the outsourced facility comes from removing the initial enquiry stage from Police Mutual’s in-house helpline team, freeing up their time to manage complex issues requiring their expert knowledge.

The call handling application allowed Answer4u agents to accurately identify customers needing urgent helpline assistance from those where their enquiry can be handled the next working day.

Efficient call handling and enhanced customer support

By partnering with Answer4u, Police Mutual has transformed its emergency support operations, ensuring members receive timely assistance whenever they need it.

With Answer4u’s outsourced call handling, Police Mutual has been able to:

• Maintain 24/7 emergency support for its members.
• Manage high call volumes without additional in-house staff.
• Ensure accurate call prioritisation, freeing expert advisors to handle complex cases.
• Scale resources during seasonal peaks, ensuring uninterrupted service.
• Gain in-depth reporting on call types, enabling data-driven service improvements.

This strategic collaboration has not only optimised operational efficiency but also strengthened Police Mutual’s reputation for delivering exceptional, member-first support.

By entrusting Answer4u with their emergency call handling, Police Mutual has freed up its in-house teams to focus on complex cases that require specialist knowledge, ensuring a faster and more effective service for those in urgent need.

This seamless call handling service has helped enhance member satisfaction and  positioned Police Mutual as a leader in responsive, high-quality support.