Covéa scoops customer service gong

Covéa Insurance has been awarded The Institute of Customer Service (ICS), ServiceMark Accreditation with Distinction for its entire Personal Lines business.

 In the ICS’s recent three-day assessment, which included analysis of the customer journey along with individual and group interviews to help understand the company’s customer ethos and culture, Covéa Insurance excelled in areas such as credibility, professionalism and ease of doing business.

 Sally Duff, ICS assessor, said, ‘The organisation has clearly been on a customer service journey over the past few years, a journey that has started from the top and is evidenced through initiatives and policies delivered, ICS observations and also by conversations at all levels in the organisation.

‘The company, through their ‘know your customer’ campaign, particularly embraced the concept that irrespective of what area you work in, your attitude can impact customer outcomes.

‘I am therefore delighted to strongly recommend Covéa Insurance – Personal Lines to The Institute Directors as a worthy award recipient of The Institute of Customer Service ServiceMark Accreditation with Distinction.’

Carol Geldard, Personal Lines Director at Covéa Insurance, said ‘Encouraging our employees to understand our customers is helping us to better serve those customers at every touchpoint. We’re thrilled to have achieved our accreditation with distinction and it really reflects our peoples’ passion for doing a great job, driving improvements and delivering the best possible outcomes for our customers.’