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

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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