When every undeliverable email added workload and eroded customer trust, a major UK insurer handling millions of claims needed a silent, accurate fix.
The challenge
Claims handlers at Ageas UK rely on email to keep customers informed from the first phone call. Bounce-backs from mistyped or outdated addresses created extra work, delayed updates, and skewed management reports. Customers already under stress expected the process to work first time. Manual workarounds and basic internal checks weren’t fast or accurate enough at scale.
The solution
After testing several providers, Ageas integrated Email Hippo’s MORE real-time API into their UK claims system. As email addresses were entered, MORE returned results in milliseconds and triggered on-screen prompts so handlers could correct details while the customer was still on the call.
The results
- Errors flagged instantly — no more downstream bounce handling
- Claims team workload reduced and accuracy of reports improved
- Customer journey made smoother and more reassuring from day one
- Lost time massively cut, freeing handlers to focus on genuine service
James Viney, then Programme Manager, said: “The installation of MORE changed the customer journey for the better.”
Closing insight
By treating every email address as a direct link to a real person, Ageas turned data quality into a quiet operational advantage.
See how Email Hippo’s MORE API could deliver the same speed, accuracy and confidence for your systems — talk to us today.
