MORE TH>N, the direct arm of RSA, launched in June 2001 offering financial services via the internet and telephone. It provides over two million customers with access to an extensive product range including home, motor, pet and travel insurance. But it offers much more than this. Customers can benefit from a UK based dedicated Personal Customer Manager and access to on-line legal documents and free legal advice.
MORE TH>N has over 1800 employees across the UK. Head Office employs a small number of staff and is based in Horsham, West Sussex. The company has four general call centres based in Peterborough, Bristol, Sunderland and Liverpool. It also has a specialist pet insurance centre in Henley staffed by animal lovers.
MORE TH>N is supported by a major marketing campaign which started with the now famous 'Where's Lucky?' adverts. In 2006 a new 'strapline' was introduced advising consumers, 'We Do More' to develop the idea that MORE TH>N goes the extra mile to give customers more than they would expect from a financial services organisation.
MORE TH>N’s call centres are open from 8am - 9pm Monday to Friday, 8am - 7pm on Saturday and 9am - 5pm on Sundays and offer a range of services above and beyond a normal call centre. Some examples include an innovative 'call me' button which customers can use to request a MORE TH>N call back from one of our dedicated outbound team. Customers can request a call back immediately, within two minutes, 10 minutes or longer. Customers can also have access to their own dedicated Personal Customer Manager who will manage a claim from start to finish. The Personal Customer Manager will take responsibility for answering any insurance queries that may arise and provide help and information when needed.
Explaining the rationale behind the new business, MORE TH>N Managing Director Mike Holliday-Williams said: "People expect much more from financial services companies today and this came through loud and clear in the research we carried out. Customers said they wanted a modern and fresh 'one-stop' shop approach from a company they trusted – a service they could access when they wanted, where they wanted and how they wanted. Put simply, an offering that makes their lives easier."
