Covéa Insurance’s Underwriting service gets broker seal of approval

1st December 2014

The Covéa Insurance Underwriting Services Operation, responsible for both pre and post sales service support for brokers, is the latest Covéa Insurance customer facing team to be awarded ServiceMark accreditation from the Institute of Customer Service (ICS).

Covéa Insurance has committed to achieving ICS accreditation across its entire operation by 2017. The Covéa Insurance motor claims and commercial claims teams have already achieved accreditation and, with this latest award, the company is well on the way to achieving its goal ahead of target.

Talking about why Covéa Insurance decided to go for the ICS accreditation, Adrian Furness, Covéa Insurance Claims Director, said:

“We set ourselves the objective of delivering market leading service; ICS accreditation has been an important driver for change, ensuring that all our people and processes are uncompromisingly focused on the customer. Many organisations say they are customer focused, but we want to make sure that we actually are.”

In order to become ICS accredited, in depth broker and staff surveys were completed, followed by the creation of an action plan which was then reviewed as part of a detailed audit of the company’s systems, processes and customer strategy. Using these analyses, the Underwriting Services Team, covering both commercial and personal lines, achieved a score of over 85, classified as ‘world class service’ in the ICS rankings.

Covéa Insurance Service Manager, Amanda Milner adds,

“the ICS process has given us great insight into what we do well, and also invaluable feedback that we can use to make further improvements. Although our result was fantastic recognition of a great team effort, we hope to be able to achieve an even better result next time. The process has been incredibly motivating and given the whole team a clear goal to focus on; everyone understands what great customer service looks like and how to achieve it.”




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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