Roland Legal Protection has been observing a trend for several years: Although the volume of customer inquiries remains high, fewer and fewer of these inquiries have a real legal basis. People are therefore looking for help to resolve the conflict, but this does not necessarily require legal proceedings. There are a multitude of alternatives that customers often don’t even know about. However, these alternatives quickly provide customers with clarity, guidance and, if necessary, legal certainty. Roland is convinced: If legal protection insurers want to remain relevant in the future, they must broaden their perspective from pure “damage control” to a holistic view of customer needs in the event of a conflict – “conflict resolution control”.
A practical example
After a long search, customer Roland Ulf S. found a new apartment. Shortly after moving in, it was sold. The new owners, a young married couple, terminate Ulf S.’s rental agreement and register their needs. Ulf S. is shocked. He feels under pressure and is thinking of suing.
When Roland telephoned legal advice, Ulf S. received comprehensive advice from a tenancy law attorney. The legal expert explains his rights and options for taking action. After the conversation, Ulf S. already feels less stressed. He decides to start mediation with the new owners. Moderated by a certified legal mediator, both parties present their views and reasons in a video conversation. Ulf S. learns that the couple has been exerting so much pressure because he is expecting a child in a few months.
Although S. understands this, he is not willing to start looking for an apartment again and to pay for another move. However, the new owners offer support for both. And indeed, with the help of a friend of theirs, after a while they managed to organize a suitable apartment for him. They also engage a professional moving company and assume the moving costs. In exchange, the couple can move into the condominium shortly after the birth of the child.
resolve conflicts fairly
Examples like this show: especially in long-term relationships — such as in a rental, job, or even neighborhood relationship — most people aren’t concerned with getting their rights at any price. Instead, they want a lasting solution to their conflict and a fair coexistence in the future. Also, the stressful situation should be resolved quickly. Not only would a court case take much longer here. It would also leave a “winner” and a “loser” behind – the subsequent dispute would be inevitable.
Roland’s vision “For better cooperation”, on the other hand, aims to support the customer as a partner – with the respective solution option that best suits his individual needs. As part of the #conflictsolver26 strategy, the second largest legal protection insurer in Germany has set itself the goal of becoming more active in conflict prevention, i.e. before a conflict escalates.
Support with situational solutions
In many cases, telephone legal advice, the most widely used tool in conflict resolution management, can already help. Up to 90 percent of customer inquiries received over the phone can be resolved here. If legal advice by telephone is not enough, Roland offers convenient digital services via its subsidiary Jurpartner for many frequently occurring legal conflicts, for example to object to an unauthorized rent increase or to deal with an unsatisfactory work reference .
With just a few clicks, clients can conveniently describe their legal issue and upload documents from home. Independent attorneys from the Roland Lawyer Network then prepare using the information you provide. They then advise clients on their individual circumstances. This also makes it possible to check legal documents (e.g. for employment or purchase contracts) online.
If customers need further support, Roland offers two further solution tools depending on the problem: on the one hand the already mentioned conciliation, which can take place both in person and as a shuttle conciliation; on the other hand, the assumption of the assignment by a specialized law firm (central processing of the mandate), useful, for example, in the case of administrative offenses or crimes in the traffic sector, such as speeding.
In addition to these offers, law seekers always have the option of contacting a lawyer, regardless of whether it is a certified law firm from Roland’s proven network of partner lawyers or a trusted lawyer. With this holistic view, Roland would like to offer customers solutions that are appropriate to the situation and guide them reliably through the conflict.
Take your service further with customer surveys
The conflict resolution control shown is subject to continuous quality measurements in order to obtain an ever more detailed picture of what is important for people in conflict resolution. To this end, Roland conducts regular customer surveys at various touchpoints within the solution journeys about their customer experience. On this basis, the legal protection expert can adapt the service and the service to the needs of the client in the best possible way. The satisfaction values, which have risen steadily since the start of the measurement, and the very good willingness to recommend the company show that the insurer is on the right track.
However, Roland will not rest on his laurels. Because in an increasingly dynamic world, customer needs and the legal market situation are changing rapidly. The new #conflict solver26 strategy provides orientation for all future challenges. And this just goes to show that Roland will be the leading solution provider in the legal market in 2026.
