Redesigning the MORE TH>N customer experience

We helped MORE TH>N transform their claims service into a Help service. Change — right down to the tone of calls and use of language — was both meaningful and measurable within four weeks.

“The outcome of our work with Fluxx was phenomenal” Commercial Director, MORE TH>N.

The Challenge

MORE TH>N is a well-known insurance company with a forward-thinking approach to consumer finance. Backed by RSA tradition, and underpinned by a desire to go that extra mile, MORE TH>N provides customers with insurance for car, home, pet, travel, life, and more.

The rise in price-comparison sites has impacted heavily on the insurance industry by focusing consumer interest solely on price. This puts the customer in the driving seat, and in response to this move toward customer centricity, MORE TH>N was eager to revolutionise its offering to bring customer interest to the fore.

MORE TH>N has always believed in embracing innovation — but felt that it was failing to deliver. This wasn’t owing to any lack of ideas — they had these in abundance. But, frustrated by a lack of agility and the slow pace of change, its team found themselves unable to get their great ideas off the ground.

Our Approach

MORE TH>N engaged Fluxx to help them to revolutionise and bring about meaningful change. To this end, Fluxx ran a 48 hour RapidStart event, which got the MORE TH>N team together and focused their energy on thinking and behaving differently. Fluxx created a situation that fostered inspiration, as well as productivity, and from which sprung several ideas around how MORE TH>N might better serve customers.

Not every concept worked in practice — but that was the point. Ideas were generated and quickly tested so that those that worked were built upon and those that didn’t were dropped. MORE TH>N developed two breakthrough propositions, from the very first session, which they went on to take to market.

The Results

• Customer experience transformed
• Uplift in lead generation
• Rise in average cover requested and in insurance premiums
• Increase from -50 to 50+ in Net Promoter Score for DECLINED claims
• Two brand ad campaigns developed off the back of the new services
• Shortlisted for Insurer Innovation of the Year Award

If you’d like to see ways we’ve helped companies and could help yours, take a look at our site: Fluxx.uk.com and subscribe to our newsletter.

Gemma Slater is a Consultant at Fluxx, a company that uses experiments to understand customers, helping clients to build better products. Find out more about our work with Zopa, Vogue, Nationwide and Croydon Council, or email Gemma Slater at gemma.slater@fluxx.uk.com