Diversity and Inclusion in Insurance Awards winner: RSA's Luci Bowers
Following last month's Diversity and Inclusion in Insurance Awards, we caught up with all the winners. Today, we feature the Disability Champion, Luci Bowers, customer experience leader at RSA Motability.
Can you explain the thinking behind the Customer Connections programme?
We had started to see a change in our customer base and wanted to understand why. The Customer Connections programme was born out of a desire to understand what the drivers were behind this.
All of our customers receive some form of disability benefit. In 2016, when the government started to increase the roll out of the new disability benefit Personal Independence Payment (PIP), the change in our customer base became very
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