Insurance Administration & Claims Management

provided by Sterling Client Services

Sterling Client Services (SCS) clients include some of the biggest names in banking, finance and retail including Lloyds Banking Group and MotoNovo.

We specialise in the delivery of flexible, tailored, white-labelled solutions and can offer a full end-to-end service including sales, policy administration, payment collection, claims FNOL, claims management and claims payment.  We can provide just a few or all elements of the service and, rather than trying to impose a one-size-fits-all approach, we truly believe in delivering individual solutions that match the exact requirements and culture of each of our clients.

SCS can support a wide range of insurance products. Our specialities include Life, Short Term Income Protection, Personal Accident, GAP / RTI and Pet.

Our contact centre, mailing facility and software development team are all controlled in-house and based at our office in Kent.  This allows us to implement new service offerings quickly, and to respond dynamically to the ever changing needs of our clients over the lifetime of a contract.

SCS has a track record in successful delivery of projects on time and to budget, often within very challenging timescales - whether it be the initial take-on of an existing book of policies, the ongoing delivery of service enhancements, or the implementation of regulatory changes.

Our rigorous risk management, process governance and security review framework ensures that we comply with the highest expectations of the finance industry and the regulators. SCS is regularly audited by our clients and we always get a positive report.


Facilities and services provided by SCS include:

The facilities and services provided by SCS include:

  • An inbound call centre with a state of the art telephone system which gives maximum flexibility for delivering, routing, monitoring and analysing calls;
  • Flexible resourcing, allowing us to cater for seasonal and weekly fluctuations, and to easily manage both short and long term contracts;
  • A continuous focus on improving the customer journey by adapting processes and advising on product improvements
  • A thorough understanding of the customer experience through outcome testing, customer satisfaction surveys and well developed root cause analysis procedures;
  • Superior sales and administration systems developed and supported by Sterling Technologies (please see Software & E-Commerce Solutions);
  • An experienced team of data migration experts allowing us to very quickly take on the full management of a client’s book;
  • Dedicated, skilled and experienced MI analysts to produce suites of MI tailored to each client’s specific needs;
  • A modern, efficient data centre which meets the information security expectations of our high street banking clients;
  • A flexible mailing facility which easily handles large branded bulk mailings, but can also cater for smaller volumes.