Supporting people when times are tough

Mental Health and Wellbeing is top priority for Direct Line Group and we are committed to making sure that both customers and employees have access to help and support when they need it.

Our Doncaster and Leeds Bereavement Support Teams are a key part of helping people through difficult times and are specially trained to support customers when dealing with losing a loved one. It can be a very stressful time for some, and people have very different needs and levels of support which is why each customer is assigned one point of contact who can help them through every step of the process. The impact of Covid-19 has meant the teams have answered over 11,000 calls from customers who are not only coming to terms with losing someone close to them, but who also need to take care of their financial matters.

Alongside our Bereavement Support Teams, we also provide referrals to Health Assured who we’ve partnered with to provide services such as counselling, legal guidance and practical information related to mental health and well-being for employees and customers. Through working with Health Assured we can provide the necessary support through access to trained counsellors and a network of support organisations.

Jade Burke, Doncaster Bereavement team leader at Direct Line Group, commentated: “I am so proud to be part of such a caring, passionate, dedicated, fun and talented team let alone be able to lead them. I’ve never met a group of people so motivated on making an impact not only on the company they work for but also the industry they work in!”

This year the teams have been recognised by the UK National Contact Centre Awards for the important work they do have been awarded the Gold Contact Centre Support Team of the Year (Customer) 2020. The award recognises the work of UK contact centres who are industry leading and who show high levels of professionalism.

This is testament to the teams who have transformed our customer experience with a 55% reduction in complaints. Making what was once a complicated and difficult process for customers to a streamlined operation has enabled the teams to deliver a higher rate of the right outcomes for our customers.

For more information on how we are helping our customers, see our Sustainability Report 2020