The Challenge

Independent Group is an insurance sector service provider specialising in repair and restoration; offering consolidated claims management via expert validation for UK insurers.

Independent Group sought to increase their market share and gain more stable business by expanding their services to home insurance providers.

This involved getting a deeper understanding of customer sentiment towards cash settlement, to assess the market opportunity and develop a business case for offering this service.

How we helped

  • We gathered and analysed 12-months of user-provided social data relating to home insurance claims – defining insights on, and major pain points for customers
  • We performed a market and competitor analysis, creating detailed data insights at an industry level as well as for each leading home insurance brand
  • We identified the major customer pain points relating to the claims process and worked with the senior leadership to identify opportunities for future expansion of services


  • A data driven insights report which justified Independent Group’s investment case and expansion plans

  • Primary research that improved Independent Group’s understanding of customer sentiment, pain points, and value drivers in the claims process

  • A ready-to-use report for each of the targeted insurance providers, strengthening Independent Group’s positioning as a leading innovator to their partners