Commercial Claims Team obtains Institute of Customer Service Accreditation

Following an independent assessment, Covéa Insurance has obtained the Institute of Customer Service’s (ICS) ServiceMark accreditation. This puts the company in an elite group of businesses whose service has been independently confirmed as having customer interests at the centre of its operations, as well as being committed to delivering service excellence.

Covéa Insurance pursued independent accreditation to support the development of its rapidly growing commercial business and to meet the company’s ambition to offer a market leading claims proposition with a customer centric focus, as opposed to a traditional cost containment approach.

Hannah Dixon, Covéa Insurance’s commercial claims account manager comments:

“It’s great to receive ICS’s independent accreditation. We’ve been working closely with brokers to develop our commercial claims proposition; building in the capacity to operate flexibly, facilitating bespoke processes and offering claims management using a single point of contact throughout. Our experience is that brokers like to play a more active role with commercial claims and while they expect valid claims to be settled promptly and fairly, they also like to be engaged in any conversations about liability.”

Hannah believes that the ICS accreditation recognises the proactive approach Covéa Insurance takes to working with brokers adding:

“My role specifically involves speaking to brokers and finding out what they want, so that I can go back to the operational teams and influence the service delivery. I don’t believe many other insurers operate in this way.”

The ICS accreditation process measured Covéa Insurance’s service commitment and benchmarked it against other companies in the same sector. It also measured the customer experience and benchmarked this against a national index, taking into account plans for monitoring and improvement. Covéa Insurance performed strongly in all areas.

Jo Causon, chief executive, Institute of Customer Service, says:

“ServiceMark is increasingly recognised as the standard for customer service excellence. Over 100 organisations have completed or are working towards ServiceMark. It enables organisations to benchmark themselves against best practice, gain a better insight into their customers’ needs and develop strategies to meet them.”

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About Covéa Insurance

Covéa Insurance Plc is the UK underwriting business of leading French mutual insurance group Covéa (which includes the global reinsurer PartnerRe since July 2022). 

Covéa Insurance looks after the insurance needs of UK customers, across a range of product lines; delivering financial reassurance through its Standard & Poor’s ‘AA- stable’ rating, as a guaranteed subsidiary of Covéa.  

Covéa Insurance has a strong people and service ethos and holds ServiceMark accreditation with Distinction for its Personal Lines operation and its Commercial & HNW Claims teams, as well as Chartered Insurer status for its Commercial business. Covéa Insurance is signatory to the HM Treasury Women in Finance Charter and the insurance Inclusivity Pledge and has been named one of the top 75 employers in West Yorkshire & the Humber. In 2022 Covéa Insurance was named Insurer of the Year at the British Claims Awards and Personal Lines Insurer of the Year at the Insurance Times Awards.