Simple change to claims handling question set results in record charitable donations



 Keycare has given a total of £45,720 to charity since 2008.  2015 saw a record donation of £13,990 in just one year with donations in 2016 set to beat that record again.  Average monthly donations have risen dramatically by 114% in the 8 years since Keycare’s records began in 2008.

 The UK’s leading key recovery, assistance and insurance specialist, offers a £10 reward to the finder of lost keys via the Keycare fob.  The insurance company puts the increase down to a change it made to its claims handling call centre script which resulted in the dramatic increase in rewards being donated to charity.  In 2014 callers chose to donate £5,330 of the annual rewards recorded to charity and by the end of 2015 this figure had risen to £13,990.

The rise in charitable donations bucks the national trend which, according to the Charities Aid Foundation, saw a surprising decrease in donations made across the UK to all charities from £10.6bn in 2014 to £9.6bn in 2015.

David Robertson, Chief Executive of Keycare, comments: “Claims made for lost or stolen keys have risen over the years as our volumes have increased and the business has grown, but this still does not account for the significant rise in charitable donations since 2015 which is when we took the decision to change the script in our claims call centre.  It seems likely that this is the reason for the dramatic rise.

“Back in 2008 the finders calling in to report a set of keys would be offered their £10 reward cheque and would often suggest that their reward be given to charity, which we have always been happy to do, but in 2015 we simply wrote this option into our script for the claims handlers to suggest proactively and this has resulted in an increase to donations. We think this is a really simple and effective way for insurers to ‘give something back’ to society and hopefully contribute to improving the perception of insurance amongst the public as well as encourage retention and customer loyalty.”

For further information please contact:

Vicki Roe at Spotlight Consulting on 07967 804140 or

SJ Wrigley at Spotlight Consulting on 07909 546104 or

About Keycare Ltd

Keycare Ltd is the UK’s leading expert in the key recovery and assistance market. Commissioned by leading insurers and household name distributors, Keycare specialises in recovering lost or stolen keys for their customers.  Managing over 1.8 million policies, Keycare provides a bespoke, white labelled key recovery solution together with a 24-hour UK based helpline full incident management and dedicated account management.

Keycare creates genuine business benefits for its partners, generating valuable extra income and contributing to customer loyalty and retention.

Keycare is an independent family owned business and was founded in 1977. It is based in Shipley, West Yorkshire.  Underwritten by Ageas Insurance, Keycare Limited is authorised and regulated by the Financial Conduct Authority. FCA registration no. 309514.


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