Covéa Insurance awarded the ICS ServiceMark with Distinction

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

In the ICS’s recent 3 day assessment, which included analysis of the customer journey along with individual and group interviews to help understand the company’s customer ethos and culture, Covéa Insurance excelled in areas such as credibility, professionalism and ease of doing business.

Sally Duff, ICS Assessor, commented “the organisation has clearly been on a customer service journey over the past few years, a journey that has started from the top and is evidenced through initiatives and policies delivered, ICS observations and also by conversations at all levels in the organisation. The company, through their ‘know your customer’ campaign, particularly embraced the concept that irrespective of what area you work in, your attitude can impact customer outcomes.   I am therefore delighted to strongly recommend Covéa Insurance – Personal Lines to The Institute Directors as a worthy award recipient of The Institute of Customer Service ServiceMark Accreditation with Distinction”

Carol Geldard, Personal Lines Director at Covéa Insurance, said “encouraging our employees 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’ passion for doing a great job, driving improvements and delivering the best possible outcomes for our customers.”

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About Covéa Insurance

Covea Insurance plc is the UK underwriting business of leading French mutual insurance group Covéa, who are number 1 for property and liability insurance in France, generating over 16.9 billion Euros in premiums in 2018.  

Covéa Insurance looks after the insurance needs of over 1.5 million policyholders; delivering financial reassurance through its Standard & Poor’s A+ stable rating, as a guaranteed subsidiary of Covéa.  It has Gold Investors in People accreditation and has been named one of the top 75 employers in West Yorkshire & the Humber.

The company offers motor, household, protection, pet, mid and high net worth insurance and a range of commercial insurance products, through a range of distribution channels. Employing over 1800 people, Covéa Insurance has a strong people and service ethos, having Investors In People Gold accreditation and is signatory to the HM Treasury Women In Finance Charter. It also has World Class service accreditation from the Institute of Customer Service for its Motor Claims, Home Claims and Underwriting Services teams as well as Chartered Insurer status for its Commercial and Mid/High Net Worth business.

In 2018, Covéa Insurance were recipients of the Personal Lines Insurer of the Year award at both the British Insurance Awards and the Insurance Times Awards and was the top rated insurer in the Insurance Times Broker Service Survey for both Personal and Commercial Lines.