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

20th July 2015

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."




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.

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