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How insurers can turn toxic overnight
Monday, 10 September 2018

Are UK insurance companies in danger of shooting themselves in the foot? Even the best of brands are at risk — if they get exposed in one vital area of customer care.

Insurers toxic 900

What do FedEx, Uber, and Pizza Hut have in common? Answer: They each made Techworld's latest list of infamous data breaches[1].

Of course, security disasters like this are never something to celebrate. Typically, companies have to endure the shame of telling customers, the humiliation of facing the media, the rigors of investigations, and the costs from fines and lost business.

Big brands with huge credibility can often ride out the storm; they've got deep pockets and a customer base willing to give them a second chance.

But what about insurers? Does the threat of a data breach pose a particular challenge to their survival? The answer is Yes. And it's because of a deeply human reason.

When brand values backfire

Occasionally, a news story pops up that stuns readers: A pilot about to fly is discovered to be drunk, a doctor lets down his patients, or a captain abandons ship, leaving his passengers high and dry.

The reason that most people recoil at such news is because they expected better. The professionals in the story were meant to protect but their actions undermined everything they stood for.

And here's where insurance companies are especially vulnerable: Your brand values are based on care for customers ... so if you're careless with their sensitive data, what confidence can they have that your services will live up to their promise? Trust gets destroyed instantly.

Health fraud is rising

When world-leading brands suffer data breaches, they make headlines for obvious reasons. But it's a mistake to think that less high-profile businesses escape criminal intentions. Fraudsters tend to be motivated by money rather than kudos and insurance provides rich pickings.

Some experts believe that data breaches are becoming an epidemic and have flagged identity theft as a big issue. Meanwhile, others believe that criminals are stepping up their efforts to steal personal data, including national insurance numbers and bank account details. In fact, breach incidents are growing at around 10% each year, according to research cited by Symantec[3].

Putting data out of reach

One way that insurance companies can help to protect themselves from data breaches is by deploying CallGuard in their contact centres. The solution prevents sensitive details whether its payment card or personal data from being stolen by rogue agents because the information is made not available to employees. Not seen, heard or stored anywhere, not even in call recordings so there’s nothing to steal.

This award-winning solution is being used successfully by insurance organisations that include NFU Mutual, Aviva, ERS and Ecclesiastical.

It's not tricky to deploy either. CallGuard can be implemented with no change to your CRM or payment service provider. What's more, it allows your agents to deal with customers securely, regardless of whether they're based in your contact centre or working from home.

Discover more today

Start the conversation today and fine out how our technology that can help you meet your challenges. For deeper insight into card-not-present crime in contact centres take a look at our Definitive Guide to PCI DSS Compliance or our Omnichannel Engagement guide. Alternatively, talk to us about how CallGuard can protect your insurance business get in touch.


[1] 'The most infamous data breaches'- TechWorld, Aug 2, 2018

[2] 'Here’s Your Rx to Avoid Medical Identity Theft' - Experian

[3] '4 Emerging Threats to Healthcare Providers' - Symantec, 9 Jul, 2018

About the Author

Claire Lynam

Claire Lynam

Marketing Manager

Claire is a professional marketer with 30 years experience in marketing, communications and PR, creating content and collateral that resonates with an organisation's audience. Having worked in multi-national companies and SMEs, Claire has expertise in creating messaging that works for both B2C and B2B markets. 

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