In a week designated to highlighting exceptional customer service, insurethebox demonstrates how imperative it is that we protect those who deliver it


In the midst of National Customer Service Week, running from Monday 4th October to Friday 8th October, insurethebox have set their focus firmly towards its staff, and their well-being.

Telematics insurance pioneer, insurethebox, along with its parent company, Aioi Nissay Dowa Insurance UK Limited, believes that it’s important to recognise the excellent customer service that is on display, but also the real-life implications, namely to mental health, that consumer-facing roles open themselves up to on a regular basis – and how it hopes to overcome these.

The company’s vision for bettering its employee experience have been pushed to the forefront in recent times, with special provisions implemented to support staff members during the global pandemic. Mental health provisions are atop of those priorities, given how much of the UK customer service workforce at insurethebox, similar to much of the nation, were obliged to follow restrictions, and adapt their working habits to suit working from home routines.

The ambition for the organisation remains to keeping the welfare of its staff amongst its highest priorities – with a number of measures put in place to ensure that this aim is achieved.

Kelly Wilkins, Head of Customer Service at Aioi Nissay Dowa Insurance UK Limited commented: “Throughout the past decade, we have implemented a series of processes, designated to protecting the well-being of our employees – from mental health first aiders at each of our UK office locations, to our most recent initiatives, designed specifically around educating employees on how to deal with abusive behaviours.

Protecting our employees through such preventative measures will remain a priority for us, as such is our duty of care, but ultimately, our desire is to limit exposure to such behaviours, indicating the need to highlight the impact of abusive behaviour to consumers.”

Despite the provisions made by the telematics insurance experts from an employer perspective, there is a distinct onus on protecting its staff from the harsh realities of customer-facing roles, with a clear-cut focus on abuse and stress. Research conducted by the World Health Organisation (WHO)[1] has estimated that in the EU, some 20% of the working population has some type of mental health trouble, at any given time – truly putting into perspective, the adequate need for provisions to help empower employees.

While measures are put in place to mitigate abuse towards its staff, insurethebox recognises the distinct need to iterate that this type of behaviour should not have to be tolerated, and urges consumers to consider the human at the other end of the phone.

“We are committed to delivering an exceptional experience for each and every individual who comes into contact with us, and will always endeavour to continue this level of service, but we strongly urge people to consider the human impact, and mental health implications of verbally abusing members of staff, in the delivery of this service” comments Kelly Wilkins, Head of Customer Service at Aioi Nissay Dowa Insurance UK Limited.

Naturally, one would assume that with certain roles, comes a higher degree of customer interaction, and thereby an expected level of dispute management requirements, but insurethebox has a strong standpoint that this does not open up staff members to excessive levels of abuse received, and a need to disband this common misconception that we can treat customer service however we see fit.

The proverb “do unto others what you would have them do to you” rings especially true as we turn our focus towards this year’s National Customer Service Week, and recognise not only the exceptional customer service that is on display, but the mental health implications of mis-treating those people who deliver it.

To find out more about what else insurethebox has up their sleeve during this celebration, click here.






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Nathan Manley/Kajal Patel




Notes to Editors:



Insure The Box Limited launched in June 2010 with its first product, insurethebox, and now holds over 5 billion miles of driving data and associated claims. As well as insurethebox and drive like a girl (another Insure The Box brand) it also administers other telematics offerings. Insurethebox is owned by Aioi Nissay Dowa Europe Limited, part of the major Japanese insurance group MS&AD Holdings, Inc. The group is taking a leading role in the development of technologies that will change the face of motor insurance and the way we view the car.