Empowering a Top UK Insurer with a Single Customer View for FCA Consumer Duty
When a leading UK-based insurance provider, known for its portfolio of motor, home and SME brands, needed to unify its customer data across systems, services and products, they partnered with Dot Collective to lay the foundation for a Single Customer View (SCV).
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Author
Rashed has a broad skillset incorporating technical and business expertise with over 20 years commercial experience in IT, specialising in providing data solutions and aligning data strategy to business goals. As Head of Practice for Delivery Management, Rashed he leads delivery governance and drives transformational projects, utilising his technical and business expertise to engage stakeholders and uphold the organisation's core values.
Laying the data foundations to deliver fairer outcomes and meet FCA Consumer Duty requirements
Customers experience their services as one business. But behind the scenes, data was siloed: separate systems, P&Ls and disconnected journeys made it nearly impossible to deliver a seamless, joined-up customer experience.
To solve this, they partnered with Dot Collective to design and build the foundation for a SCV that powers smarter service, ensures regulatory compliance and drives long-term transformation.
Challenges
The insurer needed a consistent, single view of each customer to:
- Understand behaviour across the entire portfolio for a more connected, personalised service
- Share critical vulnerability data between brands to ensure consistent care for at-risk individuals
- Meet the new FCA Consumer Duty requirements including the “Tell Us Once” standard, which requires insurers to avoid asking customers to repeat themselves and to act on shared vulnerability information across channels
Solution
We designed and implemented a Single Customer View platform that:
- Ingests and deduplicates customer records across multiple systems and brands
- Applies intelligent match-and-merge logic to unify their fragmented data and link records to specific individuals
- Stores and exposes vulnerability data via API, making it accessible in frontline systems to support real-time decision making and compliance
Results
Service agents now have real-time access to a complete view of a customer’s needs—no matter when, where, or how they get in touch.
This workstream is one of several within a wider, multi-year transformation partnership between us and the insurer’s central data teams.
The Single Customer View didn’t just meet FCA Consumer Duty requirements, but also unlocked long-term opportunities for operational scale, deeper customer insight and fairer customer treatment.
The core data platform behind this programme was designed and developed by Dot Collective and remains a cornerstone of the insurer’s evolving strategic roadmap.
See how Dot Collective can create the springboard for momentous organisational leaps with your data. Get in touch.
Author
Rashed has a broad skillset incorporating technical and business expertise with over 20 years commercial experience in IT, specialising in providing data solutions and aligning data strategy to business goals. As Head of Practice for Delivery Management, Rashed he leads delivery governance and drives transformational projects, utilising his technical and business expertise to engage stakeholders and uphold the organisation's core values.