Top Marks for Motor Claims!

11th July

ICS awardCovéa Insurance is delighted to reveal that its motor claims operation has been awarded “ServiceMark” accreditation by The Institute of Customer Service (The Institute). This is the second time Covéa Insurance has achieved the ServiceMark, improving its scores from its last accreditation in 2012.  This recognition by The Institute demonstrates the company’s continued commitment to providing high standards of customer service.

In the recent assessment, Covéa Insurance excelled in a several customer satisfaction measures; including net promoter score, customer effort, and intention to recommend, achieving scores significantly higher than the average for the insurance industry, as measured by the UK Customer Satisfaction Index, which takes the views of 10,000 consumers into account.  Covéa Insurance achieved an overall score of 83.4 (out of 100) compared to the UK national average of 77.

The insurer had committed to attaining The Institute’s accreditation for each of its customer-facing teams by 2017, an objective that has now been achieved; with its Underwriting Service and Home Claims team each holding a ServiceMark with Distinction and receiving outstanding scores in their recent mid-term survey.

Adrian Furness, Covéa Insurance’s Claims Director, said:

“We’ve been working with the Institute of Customer Service for many years to ensure that we can objectively measure how well we’re doing in our aim to provide our customers with a market-leading service across all interactions.”

Jo Causon, CEO of The Institute of Customer Service, commented:

“By achieving accreditation again Covea Insurance is demonstrating the importance of a well thought out customer service strategy and how it can positively affect the bottom line.  By striving for ServiceMark across each of its customer facing teams, the company is also revealing a commitment to continuously improve customer service standards and constantly evolve plans for service improvement.”




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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