Ageas earns service award

Ageas’s household, travel and motor claims and operations have been recognised for service excellence by The Institute of Customer Service.

The Institute, which is the professional body dedicated to leading customer service performance and standards in the UK, awarded Ageas the ServiceMark accreditation for a three-year period.

It enables organisations to benchmark themselves against best practice, gain a better insight into their customers’ needs and develop strategies to meet them.
The 2016 accreditation followed a rigorous four-day assessment, conducted by an independent assessor and involved Home, Motor and Travel insurance customer surveys, 62 employee interviews and system analysis of written documentation and processes. The assessment team looked at 11 company characteristics including commitment, credibility, capability, continuity, consistency and professionalism as well as how easy it is to deal with Ageas, problem solving and timelines.

Francois-Xavier Boisseau, CEO Ageas Insurance said, ‘We’re delighted to have yet again received this accreditation as it demonstrates that our customers are at the heart of everything we do. I’m thrilled that The Institute of Customer Service specifically recognised our work to constantly develop our products and services for our customers and identified our commitment to developing our people for the future.’

Jo Causon, chief executive of The Institute of Customer Service, added, ‘Ageas 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 Ageas is determined to demonstrate a commitment to continuously improve customer service standards and constantly evolve plans for service improvement.’