Covéa Insurance Motor Claims teams in “pole position” for customer service

12th January

Covéa Insurance is delighted to announce that it has achieved market-leading service scores following a recent customer satisfaction survey carried out by The Institute of Customer Service.

The survey was carried out as part of a process to renew the company’s ServiceMark accreditation for its Motor Claims operations, which it first secured in 2012. In the survey Covéa Insurance excelled in all customer satisfaction categories, placing it significantly above both the insurance industry average and the UK customer satisfaction average, when benchmarked against the UK Customer Satisfaction Index (UKCSI).

The survey sought feedback on the experience received by Covéa Insurance motor claimants from the last 12 months, resulting in an overall customer satisfaction score. The insurer gained an overall Customer Satisfaction Index score of 83.4 – against an industry average of 77.9, and a net promoter score (likelihood to refer) of 51.1, significantly above the UK insurance industry average of 12.6.

Customer effort has become an increasingly important measure of service with customers, hoping that when it comes to making a claim, the process is quick, efficient and stress-free. The insurer achieved a score of 3.5 for customer effort, better than the industry average of 4.5.

Covéa Insurance’s Claims Director, Adrian Furness said of the results;

“We’re incredibly proud to have achieved market leading service scores for our motor claims operations. Delivering high-quality products, supported by unrivalled service standards is very much a key priority for us as a business.  

 Our focus is on ensuring that our processes and people are strongly customer-focussed and we’ve been working closely with The Institute of Customer Service for a number of years to help us objectively measure how well we’re doing,. We recognise that making a claim can be a stressful time for our customers, so our approach is about ensuring that our process are straightforward, open and empathetic. What makes these results even more rewarding is the fact that they’re based on the opinions of our end customers who are clearly telling us that we’re achieving our aim of delivering great service.”

Jo Causon, Chief Executive of the Institute of Customer Service added:

“Covéa Insurance is part of a growing band of organisations who understand that a well thought out customer service strategy can positively affect the bottom line. Achieving ServiceMark again is a sign that Covéa Insurance is determined to demonstrate a commitment to continuously improve customer service standards and constantly evolve plans for service improvement. By acting on the insights gained from customer feedback as part of the ServiceMark accreditation, Covéa Insurance will be in a stronger position to offer customers what they want, when they want and how they want it.”




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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