Covéa gains ServiceMark for motor
The motor claims operation of Covéa Insurance has been awarded ServiceMark accreditation by The Institute of Customer Service.
It is the second time Covéa Insurance has achieved the ServiceMark, improving its scores from its last accreditation in 2012. The recognition demonstrates the company’s continued commitment to providing high standards of customer service.
Covéa Insurance excelled in several customer satisfaction measures including net promoter score, customer effort, and intention to recommend, achieving scores above 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 has now attained its objective of gaining The Institute of Customer Service accreditation for each of its customer-facing teams by 2017.
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.’