Covéa Insurance’s Underwriting service gets broker seal of approval

1st December

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

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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