Covéa Insurance awarded the ICS ServiceMark with Distinction

9th February 2023

Covéa Insurance is delighted to announce it has been awarded The Institute of Customer Service (ICS), ServiceMark Accreditation with Distinction for its Commercial Lines business. 

In the ICS’s recent assessment, which included analysis of the customer journey along with individual and group interviews to help understand the company’s ethos and culture in relation to credibility, capability and continuity.  

Julija Suzejeva, ICS Assessor, commented: 

We have been working with Covea insurance for some years now and it is gratifying to see the organisation go from strength to strength. The company through so many of their policies and initiatives have fully embraced the concept that irrespective of what area you work in, your attitude can impact customer outcomes.  

“I was particularly impressed with their #doing what really matters platform where colleagues take time to shout out one another’s commitment to service and recognise and celebrate customer and broker acknowledgements. The commitment to service excellence clearly starts at the top and filters through every part of the organisation.  

“I am therefore delighted to strongly recommend Covéa Insurance – Commercial Lines to The Institute Directors as a worthy award recipient of The Institute of Customer Service ServiceMark Accreditation with Distinction.”  

Carolyn Callan, Commercial Lines Director at Covéa Insurance, said:   

Encouraging our people to understand our customers is helping us to better serve those customers at every touchpoint.  We’re thrilled to have achieved our accreditation with distinction and it really reflects our peoples’ genuine passion for doing a great job, driving improvements and delivering the best possible outcomes for our brokers and their customers. We’re very proud of this accreditation as it cements the reputation that we have built up across the market for service excellence with formal recognition from the ICS." 




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.

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