Covéa secures ICS hat-trick

Covéa Insurance has become the first and only member of the Institute of Customer Service (ICS) to hold three simultaneous ServiceMark Accreditations with Distinction, the highest level of accreditation the Institute offers.

This news is the result of an independent audit just completed by the ICS which renewed Covéa’s accreditation with Distinction for Personal Lines and awarded the firm with the same top accreditation for its Protection operation.

When added to the company’s existing Distinction for Commercial Lines, Covéa Insurance becomes the most decorated member of the ICS, which has around 400 member organisations spanning all industry sectors.

Vicki Heslop, Covéa Insurance Director of Customer Experience, said: “As the experience we’re providing to our customers continues to evolve and improve, it’s imperative we understand both what we’re doing well and also what we can improve. Benchmarking our services through the ICS’ independent assessments means we can do just that as we continue making our customers’ experience the best it can be.”

ServiceMark Accreditation with Distinction is the highest recognition given by The Institute. The accreditation is valid for three years, subject to a further two mid-term ServCheck and Business Benchmarking surveys.

The process of acquiring ICS accreditation is rigorous. Assessors use surveys from both customers and employees and conduct detailed analysis of written documentation together with observations of working practices to help understand the company’s customer ethos and culture.