How expert trusteeship reduced risk and improved employee experience

A leading UK transport operator employing 35,000 people across a nationwide, depot-based network faced a growing challenge in managing complex death in service claims. The organisation had recently experienced a surge in cases involving overseas beneficiaries, each requiring sensitive handling, extensive investigation, and careful decision-making. This sudden rise placed significant strain on the internal teams responsible for trusteeship. 

As a result, the client began to face delays, an increased risk of payments being made to incorrect beneficiaries, and the potential for legal repercussions. Moreover, the cumulative operational pressure threatened to negatively impact the employee experience at a time when compassion and efficiency were vital. The company recognised that death in service claims were not an area in which they held deep expertise, prompting them to seek external support. 

To address these issues, the organisation initiated a tender process aimed at reducing risk while ensuring that future claims would be managed with both rigour and empathy. Value for money was a key consideration; however, the need for a provider with proven capability and a sensitive approach to bereaved families was equally important. Isio demonstrated a comprehensive claims investigation and review process, supported by its longstanding experience running a Registered and Excepted Master Trust since 2015. The simplicity of Isio’s onboarding model further reassured the client. Central to the proposition was a dedicated claims handler team trained to communicate with compassion, supported by additional services such as the provision of a free child trust where needed. 

As part of the transition, Isio assumed responsibility for 14 existing death in service claims that were still outstanding under the client’s previous trust arrangement. Many of these cases had experienced significant delays and involved complex family structures, with beneficiaries living abroad. At the same time, new claims began to arise immediately following the onboarding process, meaning Isio had to establish control and clarity quickly to restore confidence. The smooth transfer and rapid engagement with the backlog demonstrated the effectiveness of the new trust structure and the capability of Isio’s team. 

Six months after implementation, the governance review delivered highly positive feedback from the client. They highlighted the exceptional service provided by the dedicated claims team and noted that Isio’s proactive, thorough, and compassionate approach had brought reassurance and renewed peace of mind. The shift of responsibilities to the Isio Master Trust- covering everything from secure storage of nomination forms to trustee decision-making, compliance with legislative changes, GDPR responsibility, and operation of a designated trustee bank account – had materially reduced risk for the employer. 

Meanwhile, the employer retained only those responsibilities that naturally sat with them: supplying accurate data and paying the premium. This rebalancing allowed the organisation to focus on its core business and its people, confident that each future claim would be managed with care, diligence, and expertise.