Covéa Insurance celebrates a successful first year of insourced Home claims

1st April

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.”




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.

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