At S&G Response, we believe that integrity, accountability, commitment, teamwork and innovative simplicity form the foundations of outstanding service, and it’s these exact values that we uphold every day in order to deliver exceptional claims management.

But, why are these pillars so important, and does it really make a difference to the experience of customers and claimants?

Let’s find out.

 

1. Empathy and respect means treating a claimant as a person, not a file

A claimant is never just ‘a claim’ or ‘a file number’, they’re a person dealing with stress, uncertainty, inconvenience and sometimes distress, and empathy demands that we listen actively, make processes transparent, explain options in plain language and show respect for their circumstances.

In fact, we believe at S&G that empathy is arguably the most important value to uphold when it comes to claims management, as while many organisations focus only on efficiency, our approach is completely human-centric, meaning that even when a claim is complex, a person feels seen, heard and supported throughout a stressful time.

That said, the distinction between a claimant and a customer is also important when it comes to empathy too, as a claimant is temporarily in the system and seeking quick resolution, whereas a customer is someone whose broader relationship with your brand may extend beyond that event.

As a result, the care you offer during a claim can determine whether they remain a lifelong customer or a detractor, and by aligning our approach to both roles, we protect satisfaction today and loyalty tomorrow.

 

2. Clarity and communication means building trust through transparency

Nothing undermines confidence more than silence, ambiguity or surprise, and customers expect clear updates, reasoned decisions and explanations in everyday language, not legal jargon or hidden conditions.

According to 2025 Zendesk research, 72% of consumers say they expect immediate service, and 70% expect any agent they speak to to already have full context of their case, and those benchmarks matter in claims too, so much so that at S&G, we design communication protocols that ensure every update. however small, is timely, every decision is clearly reasoned, and every path forward is understandable, utilising tools such as automated reminders, integrated client portals, and efficient escalation if we see any risks.

In doing so, we embody our commitment to accountability, own the process and own the message.

 

3. Speed and first-contact resolution means efficiency feels effortless

In contact centre benchmarks, first call or contact resolution (FCR) is a cherished metric, and the faster you can resolve a claimant’s enquiry, the less friction, frustration or confusion you introduce.

In an era where Zendesk cite 64% as the average customer experience effectiveness score, the truth is that many service organisations are falling short and find themselves striving for resolution on first contact as a key differentiator. That said, in claims it’s important to balance speed with diligence.

Because of this, we build triage and decision frameworks that minimise unnecessary follow-ups while preserving accuracy, compliance and fairness, and our teams at S&G are empowered to resolve smaller issues instantly, and escalate bigger matters efficiently, always with commitment to a swift turnaround.

 

4. Compliance is non-negotiables

In claims, you are operating at the intersection of regulation, consumer rights and fiduciary duty, meaning that compliance is not an afterthought, but an integral part of care.

Looking at recent data from the Financial Conduct Authority (FCA), the insurance and protection sector saw a 6% drop in complaints in the second half of 2024, but still accounted for 718,496 complaints, with roughly 57 % upheld.

To avoid such escalations, regulatory frameworks (FCA rules, Ombudsman guidelines, Consumer Duty) must be embedded at every stage, which is why at S&G, we maintain strict data governance, full audit trails, objective justification and a culture in which speaking up about risk or misstep is encouraged.

That way, compliance does not stifle service, it supports it.

 

5. Responsiveness means meeting demand in a shifting landscape

With customer expectations evolving, regulatory burdens shifting and technology marching on, it’s no wonder that in 2024, Bill Gosling Outsourcing reported that 83% of UK insurers had either implemented or were in the process of deploying AI chatbots or generative AI in claims workflows. Yet, many struggle to integrate smoothly, and innovation without coherence can feel like complexity.

That’s why our value of ‘innovative simplicity’ guides our choices to ensure that every tool, platform or process must simplify, and not overcomplicate the experience.

In practice, this means our modular solutions, scalable workflows, monitoring feedback loops, and human oversight over automation, and it means being agile allows us to switch channels, escalate matters, reroute workflows or reshape service models when data or regulation demands it.

In other words, it means a commitment to continuous improvement.

 

6. Accountability and ownership means that someone cares

When problems arise such as delays, disputes, surprises, it’s not enough to apologise and pass the buck. True service demands accountability, and that’s exactly why at S&G, we assign clear ownership of every claim, with designated client-facing leads and escalation pathways.

This alignment of ‘who owns this?’ avoids responsibility gaps, provides clarity to the customer, and ensures that issues are not dropped or mishandled. And it also means that even in complex multi-party claims, we retain a single point of contact, monitor SLAs and KPIs, and report transparently on performance.

To us, it’s accountability is about building a culture which encourages owning mistakes, learning from them and preventing recurrence, all of which builds trust and assures clients that there is a team behind their claim who genuinely cares.

 

7. Teamwork means seamless collaboration

In claims, insurers, repairers, legal, third parties, client teams all must align, and any poor handoffs, siloed data or conflicting incentives often damage customer experience.

The truth is that the better the ecosystem collaboration, the smoother the journey, which is why our value of teamwork extends beyond our internal ranks.

In fact, we partner with repair networks, hire fleets, legal panels, customer service providers here at S&G, all under shared standards, shared metrics and shared commitment to service. And the result of such a networked model means that we aim for invisibility.

After all, the customer should not care which party did what, only that the experience is seamless, coherent and supportive.

 

Bringing everything together in a pillar strategy for claims excellence

When integrity, accountability, commitment, teamwork and innovative simplicity guide your claims management, you create a claims customer service proposition that is defensible, sustainable and differentiated.

The stakes are high for insurers and claims providers, and failure to invest in these pillars risks reputational damage, regulatory escalation, loss of clients and erosion of trust.

However, we’re here to help, and here at S&G Response, we deliver service founded on principles, powered by process, human at the core and built to evolve.

So, if you’re looking to partner with a claims provider whose promise is not just to settle claims, but to elevate service, manage risk and preserve your brand, reach out today to find out more about how we can help.