LEEDS, UNITED KINGDOM--(Marketwire - Oct. 11, 2012) - Callcredit Information Group and Sunlife Financial of Canada have embarked on a relationship to undertake Sunlife Financials customer tracing work in order to help reunite policy holders with their money.
The Sunlife Financial is a global group that operates in over 25 countries, has over 20 million customers and has been working in the UK for over 100 years, with recent acquisitions including Citibank Assurance, Trident Life and Lincoln Financial Group.
The Life Industry is being placed under more pressure by the Government, the Treasury Select Commitee and the FSA to be more proactive in reuniting policy holders with their money. Sunlife Financial of Canada have actively looked to do just this and with 11% of the UK population moving each year, asset reunification is now an integral part of customer management as well as supporting the FSA's Treating Customers Fairly.
After a recent mailing uncovered a large number of 'goneaway returns' Sunlife Financial of Canada looked at other methods of reuniting customers with their unclaimed assets. Callcredit offered their CallTrace service, which utilises their powerful Trace database. It enables users to confidently trace an individual quickly by data matching to various sources such as address links, date of birth matching, deceased data and Electoral Roll. By producing a report containing multiple datasets the user can be certain that the correct individual has been located at the correct address. If the database is unable to match an individual to the input address, or find a linked address, then the industry leading trace database is able to search for a unique name and DOB match. Callcredit also has a licence in place which enables them to identify deceased records for credit screening, customer verification, customer management or fraud prevention reasons, allowing Sunlife Financial to obtain a copy of the customer's death certificate at a faster rate.
In addition Callcredit provides a highly skilled contact centre team to undertake inbound and outbound calls, as well as administrative tasks. A team was recruited through a rigorous selection process and then placed on a comprehensive training programme to ensure that the highest quality of customer contact was delivered from the offset.
Nicola Walker, Project Manager at Sunlife Financial of Canada said: "Callcredit have played an integral part in supporting Sunlife Financial of Canada with this project. Callcredit offer a diverse service in identifying new addresses searching their tracing databases, calling, emailing and utilising the services offered by The Department of Work and Pensions to help trace those customers who may have moved without updating their mailing details. Through these avenues we have managed to reunite over 50% of these customers with their lapsed policies, totalling an estimated £xx, which is a fantastic result."
Chris Cullen, Client Services Director at Callcredit added "The locating of dormant account holders or trying to reunite clients with their assets can be an onerous exercise. Our tracing database and contact centre team have enabled Sunlife Financial of Canada to successfully increase asset reunification, further supporting the FSA's recommendations and increasing customer satisfaction".
About Callcredit Information Group - www.callcredit.co.uk.
Callcredit Information Group's leading approach to deploying consumer information brings together experts across the fields of credit referencing, marketing services, interactive solutions and consultative analytics to provide clients with a range of innovative and effective products to discover new customers and to engage with current customers to optimise and increase profitability.
Products include award-winning fraud verification tools and database solutions to positively verify consumers, global operations to help expand businesses into new markets, digital solutions to improve the overall journey consumers make during interaction with a brand, customer handling to ensure consumer satisfaction at all levels and consumer marketing data and segmentation to improve understanding and targeting of customers and prospects.
Callcredit also offers products for their clients to assess a customer's credit risk and affordability and their experts in collections and recoveries provide tailored debt recovery and tracing tools. Their market analysis and network planning function helps organisations develop profitable retail networks, and their tools in multi bureau, analytics and metrics work to provide fully assessed bureau data.