Delivering the bad news
is never easy.
Delivering it well is.
20M
Letters issued over a 4-month period — one of the largest single-purpose mailing campaigns in UK history
£1BN
Premiums and interest redressed to over 6 million policyholders
1M+
Records in a bespoke database — created, maintained and decommissioned
A global general insurer, fined by the FCA for mis-selling lifestyle products alongside several high-street banks. Over £1BN in redress. 7 million policyholders. One of the largest single-purpose mailing campaigns in UK history. Eightfold Group delivered the whole thing.
Success stories → Remediation
The Challenge
A £1BN regulatory obligation — and no room to get it wrong
A global general insurer based in the UK was judged by the FCA to have mis-sold lifestyle products alongside several high-street banks. The ruling was clear: reimburse every affected customer their full premiums plus interest.
​
The estimated impact was redress in excess of £1BN, affecting 7 million policyholders. The insurer needed to design and execute a complete redress programme — identifying every affected customer, communicating with them at scale, processing claims, and making payment. All of it. All at once.
​
This wasn't a project that could drift. The FCA was watching, customers were waiting, and the reputational stakes of getting it wrong were as significant as the financial ones.
The context: Regulatory redress programmes of this scale are among the most operationally complex projects in financial services — they combine data management, legal compliance, mass communication and financial processing simultaneously, under regulator scrutiny, with no tolerance for error.
What we did
End-to-end programme delivery — as partners, not consultants
Eightfold Group embedded directly into the insurer's team, working alongside a Big 4 consultancy and a specialist mailing house. We operated as delivery partners — not advisors — taking full ownership of the operational execution.
-
Identified all affected policyholders, isolated their data and built a bespoke data warehouse and management system to handle over 1 million records
-
Created and executed a mailing strategy to inform affected policyholders and support claims — resulting in 20 million letters issued over a 4-month period
-
Built the operational model that processed every claim and made payment to policyholders, supported by a temporary call centre
-
Maintained the bespoke database — covering policyholder, financial and transactional data — throughout the programme and decommissioned it cleanly at the end
-
Coordinated across internal teams, the Big 4 partner and the specialist mailing house to keep the programme on track without losing control of the operational detail
The outcome
One of the UK's largest single-purpose mailing campaigns. Delivered.
Every metric that mattered was hit. The programme ran on time, at scale, under regulatory scrutiny — and policyholder satisfaction held up remarkably given the nature of the project.
20M
Letters issued in 4 months — one of the largest single-purpose campaigns in UK history
Policyholder satisfaction remained remarkably high throughout — despite the inherently difficult nature of a redress programme. The operational model held, the communications landed, and the programme closed without incident.
£1bn
Premiums and interest successfully redressed to policyholders
6M+
Policyholders redressed across the programme
1M+
Database records created, maintained and decommissioned cleanly
What the client said
In their own words
"
Great attitude, quickly integrated with the organisation and would always deliver. They are problem solvers and often see the issue before it arises — a result of the holistic approach taken.