Overview ​

Our Financial Services Client is a leading provider offering comprehensive insurance and legal protection products to millions of customers across the UK.​

Procurato was engaged to optimise the Motor Legal Protection (MLP) and Family Legal Guard (FLG) services offered by the client for its Motor and Home insurance products. Key challenges included low customer satisfaction, particularly in claims handling and service visibility, as well as the need for more competitive pricing. ​

The project aimed to evaluate whether to retain the current supplier, the incumbent supplier, or select a new one through a Request for Proposal (RFP) process. Procurato was tasked with supporting the client in assessing supplier bids, negotiating better terms, and ensuring alignment with the company’s growth objectives and enhanced customer experience.​

Objectives​

To achieve the company’s strategic goals, we set out to:​
- Improve visibility and the overall customer journey for MLP and FLG claims and services.​
- Achieve more competitive pricing to offer affordable legal protection to the client's customers.​
- Ensure the selected supplier aligns with the client's values and growth targets for Motor and Home insurance.​
- Establish a strong, collaborative partnership with the selected supplier for long-term growth and service improvements.

Key Activities​

- Engaged multiple suppliers in a competitive RFP process, evaluating key criteria such as service quality, technology integration, claims expertise, and cost-effectiveness.​
- Facilitated multiple rounds of discussions and negotiations between the client and the supplier bidders.​
- Drafted detailed RFP documents outlining client’s requirements, growth objectives, and selection criteria for MLP and FLG services.​
- Conducted thorough scoring of supplier responses, followed by clarification sessions and additional negotiations to secure the best offer.

Benefits Achieved​

Working closely with the client’s stakeholders, we:​
• Secured the incumbent supplier’s commitment to improving service visibility and enhancing the customer claims experience for MLP and FLG customers.​
• Achieved more competitive pricing from the incumbent supplier, resulting in cost savings for both the client and its customers.​
• Aligned the renewed partnership with the client’s growth strategy, particularly in expanding its Motor and Home insurance offerings.​
• Ensured continuity of service by renewing the contract with the current supplier, mitigating risks associated with transitioning to a new provider while still achieving significant improvements.​