Covéa Insurance awarded with Institute of Customer Service ServiceMark with Distinction for its Commercial & HNW Claims Teams

14th October 2019

Covéa Insurance is delighted to announce it has been awarded with Institute of Customer Service ServiceMark Accreditation with Distinction for its Commercial and High Net Worth Claims teams.  This means that Covéa Insurance now have highest level of accreditation across all their operational Personal Lines and Commercial Lines areas.

The Institute assessment process required both customers and employees to take part in surveys, detailed analysis of written documentation and observations of the working practices to help understand the company’s customer ethos and culture.  The results found that Covéa excelled in areas such as commitment, consistency, and professionalism.

ServiceMark Accreditation with Distinction is the highest possible recognition available from The Institute, and one which evidences Covéa Insurance’s commitment to their customers, whilst also inspiring their teams to constantly provide the best possible service.  The accreditation is valid for three years, subject to a further two mid-term ServCheck and Business Benchmarking surveys.

Julija Suzejeva, Institute of Customer Service Assessor, commented:

It was clearly evident throughout my time with Covéa that their customers, including brokers and suppliers, are at the heart of their business. Employees spoke highly of their customers and leaders, and were clearly happy to come to work and proud to be part of Covéa Insurance. I was also impressed with how well Covéa managed to recruit, train, retain and empower the right talent, achieving a real sense of ownership amongst employees and with it a very ‘adult’ way of working. It was also clear that whilst everyone takes their work very seriously, employees are able to be themselves and have a great deal of fun at work too.”

Stephen Walker, Director of Claims Customer Operations said:

Benchmarking our service means that we can understand both our strengths and what we need to focus on to ensure customers are always at the heart of what we do and that our service continues to evolve and improve. We’re delighted to have been awarded this level of accreditation for our Commercial Lines and HNW Claims teams by The Institute, an achievement which is a true testament to the exceptional effort and ongoing commitment shown by our people.” 




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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