Covéa Insurance recognised for exceptional customer service in latest customer satisfaction survey

20th July

Covéa Insurance is delighted to announce that in an Institute of Customer Service (ICS) conducted survey, its in-house home claims team has been recognised for exceptional customer service, scoring significantly higher than the national all-sector average and the insurance sector average, when benchmarked against the UK Customer Satisfaction Index (UKCSI).

A business benchmarking survey of Covéa Insurance customers who had made an insurance claim, conducted by The Institute of Customer Service, rated the level of service customers received. Covéa Insurance achieved a score of 86.4 (out of 100), putting the company significantly above the UK average score of 76 and the Insurance sector average of 77.1 – as outlined in the UK Customer Service Index, which is based on a survey of 10,144 customers.

The Institute of Customer Services surveyed Covéa Insurance’s home customers from around the UK on their experience and satisfaction with the organisation’s service. Responses were measured across five key priorities; professionalism, quality and efficiency, ease of doing business, timeliness and problem solving, with Covéa Insurance consistently achieving above the sector average on all measures:

  Customer Priority     All sectors average     Insurance sector average     Covéa Insurance  
Professionalism 75.8 76.5 88.3
Quality & efficiency 75.7 76.9 85.7
 Ease of doing business  76.7 76.9 85.7
Problem solving 74.8 76.3 86.6
Timeliness 75.7 77.9 86.1
Overall service score 76 77.1 86.4

 

The Covéa Insurance net promoter score (NPS) - also referred to as ‘likelihood to recommend’ – was 62.2% compared to the insurance industry average of 9.3% - to give context, benchmarked against the UKCSI, its nearest insurance rival scored 38.8% by the same measure.

In the key questions of customer loyalty, intention to re-purchase and intention to recommend to friends or relatives, Covéa Home Insurance also scored exceptionally highly against the customer satisfaction index.

 

Speaking about the result, Claims Director Adrian Furness commented:

"We’ve been making significant investments in both people and technology, to create and deliver an incredibly strong service culture, with a genuine customer focus. Working with The Institute of Customer Services is a key part of our service strategy, as it provides an independent assessment of our service delivery, our latest results from the Institute of Customer Service demonstrate how our investments are paying off.

We’re delivering a market leading claims service and can see from the results how the customer service commitment within our teams is translating into a great experience for our customers; all the more powerful as these results are based exclusively on what our customers are saying. It’s also great news for our broker partners too, as they can be confident in the knowledge that their customers are not only in safe-hands, but the service we are delivering is also supporting customer loyalty and their likelihood to renew.

While we’re incredibly proud of our achievement, we’re certainly not complacent and will continue to work with The Institute of Customer Service to build on the great progress we’ve made."

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

"Business benchmarking enables organisations to compare themselves to some of the largest operators in the UK whilst surveying their own customers to gain a better insight into their needs, and develop strategies to meet them. By using the same survey as the national UK Customer Service Index, organisations can also review their customer service delivery against other sectors to find out what best practice looks like."

 

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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 and served 11.5 million policyholders, generating over 16.3 billion Euros in premiums in 2016.  

Covéa Insurance handles the insurance needs of 1.5 million policyholders; delivering financial reassurance through its Standard & Poor’s A+ stable rating, as a guaranteed subsidiary of Covéa. 

The company offers motor, household, protection, mid and high net worth insurance and a range of commercial insurance products, designed to meet the needs of most individuals and businesses. Employing over 1500 people, Covéa Insurance has a strong people and service ethos, having Investors In People Gold accreditation and featuring in the 2015 and 2016 Sunday Times Top 100 Mid-sized Best Companies to Work For. 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.

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