UK Insurer receives top customer service accolade

28th September

Covéa Insurance is delighted to announce it has become one of just four UK businesses, and the only UK home insurer, to achieve the highest customer service accolade from The Institute of Customer Service (ICS).

The Covéa Insurance home claims team has been awarded a “ServiceMark with Distinction” from the Institute of Customer Service.

Ever since Covéa Insurance launched its fully in-house home claims service in April 2014, it has endeavored to lead the field for service delivery and this latest achievement caps off a hugely successful eighteen months, which has also seen the team shortlisted for a total of eight industry awards and receive exceptional customer service scores in the recent Institute of Customer Service customer satisfaction survey.

Adrian Furness, Claims Director at Covéa Insurance said:

“Receiving world class service ‘with distinction’ is a momentous achievement. As well as being incredibly rewarding for our business and people, it’s also fantastic that we can play our part in improving perceptions of the insurance industry, by proving that insurers can be modern, fair, forward thinking and customer focused organisations who can and do take a lead in delivering the highest standards of customer service.

I am incredibly proud of the achievements of our people who have worked to deliver this fantastic result and tailored every step of the claims process to ensure that customers experience the best possible service. We will continue to evolve to ensure that we constantly look to exceed our customers’ high expectations.”

Jo Causon, CEO of the Institute of Customer Service, says:

“Covéa Insurance is part of a growing band of organisations who understand that a well thought out customer service strategy can positively affect the bottom line. Achieving ServiceMark is a sign that Covéa Insurance is determined to demonstrate a commitment to continuously improve customer service standards and constantly evolve plans for service improvement. By acting on the insights gained from customer feedback as part of the ServiceMark accreditation, Covéa Insurance will be in a stronger position to offer customers what they want, when they want and how they want it.”

The accreditation for service excellence – ServiceMark - is the national customer service standard from the Institute of Customer Service and is achieved through a combination of three components; self-assessment, customer feedback measurement and an independent on-site assessment. Organisations are required to demonstrate excellence across 3 key areas; strategy & culture, people, and processes. Being awarded with a “distinction” represents the highest accolade with organisations being required to achieve a score of over 85 (out of 100) in both the self-assessment and customer feedback diagnostics.




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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