Donna Richards, CEO, shares vision for 2025 with Modern Insurance Magazine
09 April 2025
In the latest edition of Modern Insurance Magazine titled "Striking A Balance", Carpenters Group CEO, Donna Richards, shared the company's vision for 2025, focusing on leadership, innovation, and exceptional customer experience.
Enhancing Customer Experience
“The customer experience remains a top priority for Carpenters Group. We're not just about meeting customer expectations; we're about exceeding them. Our dedication to customer excellence not only improves outcomes for our clients, but also ensures we remain leaders in the industry.
“We are committed to providing seamless and convenient service through a variety of channels, including online claim tracking, mobile document uploads, and 24/7 support. Our dedication to colleague development, in partnership with the Institute of Customer Service, ensures our teams are equipped and motivated to deliver outstanding service to our customers.”
Embracing Digital Transformation
“At the heart of our strategy is a robust digital transformation agenda. We've invested significantly in state-of-the-art technologies, such as artificial intelligence (AI). Our in-house development team is actively exploring how AI can streamline processes for our claims handlers and elevate the customer experience. We're not just adopting AI; we're doing it responsibly. We are proud signatories of the Claims AI Code of Conduct, a voluntary framework for the ethical use of AI within claims.
“Integrating AI ethically, to assist our colleagues rather than replace them, is key. We're focused on empowering our colleagues with innovative tools that enhance their productivity and job satisfaction. For example, AI assists our legal professionals with routine tasks, freeing them up to provide more personalised advice and build stronger client relationships. It's about giving our people the tools to shine.”
Fostering a Culture of Innovation
“Innovation is embedded within our corporate DNA. We encourage our colleagues to embrace new ideas and actively contribute to our continuous improvement journey. Our people are passionate about providing the highest quality service to our clients, and we are committed to fostering an environment where their creativity and expertise can flourish.
“The launch of our Future Leaders Programme marks a significant step in nurturing the next generation of talent within Carpenters Group. This initiative will equip our emerging leaders with the skills and knowledge necessary to drive our business forward and ensure the long-term success of Carpenters Group. We're investing in the future, and we're excited to see what these talented individuals will achieve.”
“By focusing on our customers, embracing technology, and investing in our people, we are well-placed to achieve continued success in 2025 and beyond.
“At Carpenters Group, we're not just a company; we're a community of passionate individuals striving for excellence.”
Credit: Modern Insurance Magazine
