ARAG appoints Brynley Case as chief customer officer 

Subject to regulatory approval, Brynley Case will step into the new chief customer office role overseeing customer experience and claims operations. 

ARAG has named Brynley Case as its chief customer officer. The role is newly created, designed to enhance the company’s customer experience and align its claims operations with the legal services team acquired through its purchase of DAS UK earlier this year.  

The appointment is subject to regulatory approval. 

Case, who joined DAS in 2016, brings extensive experience to the position. Initially serving as general counsel and company secretary, he became director of legal services in 2021. Prior to his time in the legal expenses insurance sector, Case managed a team of lawyers and commercial managers as legal director for Capita Local Government, Health and Property. 

In his new role, Case will join ARAG’s executive management committee, reporting directly to CEO Tony Buss. His focus will include uniting customer-facing teams and streamlining customer journeys to ensure a seamless experience for policyholders. 

CEO Tony Buss welcomed the appointment, commenting, “Bryn has the depth of understanding and leadership qualities needed to drive our customer experience to even greater heights. ARAG has always worked hard to deliver market-leading service to policyholders and he will extend that ethos across our growing business. 

As Chief Customer Officer he will bring greater unity and increased collaboration across our customer-facing teams to develop straightforward and frictionless customer journeys.” 

Image provided by ARAG

Josie Geistfeld Josie is an editor for Claims Media. She welcomes feedback, comments, and opinion at josie.geistfeld@barkerbrooks.co.uk