Covéa Insurance celebrates a successful first year of insourced Home claims

On 1st April, Covéa Insurance will celebrate the first anniversary of the launch of its in-sourced Home Claims team. Since the well-publicised launch in 2014, the team has driven significant improvements in customer service as well as having been responsible for an estimated £1.8 million cost saving to the business so far and on track to reach £2 million by the anniversary. The team have been further bolstered by the achievement of six industry awards nominations for their approach to training, customer service and their claims system.

The Home Claims team was created from scratch with the appointment of forty new employees who received comprehensive training and support in time for the first customer phone-call on 1st April.

The move to bring the Home Claims team in-house demonstrates the company’s commitment to sustained growth which has seen the creation of employment opportunities across the business, also supported by its Graduate and Apprenticeship programmes.

Adrian Furness, Claims Director commented:

“Our team did a great job in successfully launching the in-house home claims service in 2014. One year on and they continue to deliver impressive results. Customer service levels have increased significantly with claims now being paid much faster and dedicated claims handlers provide a single point of contact to help the customer through every step of their claim. We are committed to delivering a truly market-leading claims service to our customers and aim to achieve Institute of Customer Service (ICS) accreditation for the team by the end of this year.”

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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.