ServiceMark Accreditation with Distinction, the highest possible recognition from the Institute of Customer Service, has been awarded to Covéa Insurance’s commercial and high net worth claims teams.
“Benchmarking our service means that we can understand both our strengths and what we need to focus on to ensure customers are always at the heart of what we do and that our service continues to evolve and improve,” said director of claims customer operations Stephen Walker.
“We’re delighted to have been awarded this level of accreditation for our commercial lines and HNW claims teams by The Institute, an achievement which is a true testament to the exceptional effort and ongoing commitment shown by our people.”
According to Covéa Insurance, the UK underwriting business of French mutual insurance group Covéa, the three-year accreditation means it now has the top level of certification across its operational personal lines and commercial lines areas.
“It was clearly evident throughout my time with Covéa that their customers, including brokers and suppliers, are at the heart of their business,” commented Institute of Customer Service assessor Julija Suzejeva. “Employees spoke highly of their customers and leaders, and were clearly happy to come to work and proud to be part of Covéa Insurance.
“I was also impressed with how well Covéa managed to recruit, train, retain, and empower the right talent, achieving a real sense of ownership among employees and with it a very ‘adult’ way of working. It was also clear that while everyone takes their work very seriously, employees are able to be themselves and have a great deal of fun at work too.”
The assessment process required both customers and employees to take part in surveys, detailed analysis of written documentation, and observations of working practices. According to the results, the business excelled in terms of commitment, consistency, and professionalism.