Covéa Insurance awarded the ICS ServiceMark with Distinction

Personal Lines department recognised as top class
4th October 2018

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.”




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 16.6 billion Euros in premiums in 2020.   

Covéa Insurance looks after the insurance needs of over 2 million policyholders; delivering financial reassurance through its Standard & Poor’s ‘AA- stable’ rating, as a guaranteed subsidiary of Covéa. 

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 1900 people, Covéa Insurance has a strong people and service ethos.  It 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.

Recently, Covéa Insurance won the General Insurer of the Year award at the British Insurance Awards 2021. It was named as the Best Place to Work in Digital (Large Organisations) at the Digital Technology Leaders Awards and as the Best Employer at the Yorkshire Financial Awards.  They were also recipients of the Best Insurer title at the British Claims Awards, High Net Worth Product of the Year Award at the Insurance Times Awards, the Staff Empowerment Award at the Diversity & Inclusion in Insurance Awards.

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