The Institute of Customer Service (ICS) has awarded Covéa Insurance’s Personal Lines motor operations its ServiceMark Accreditation. The award recognises the excellent service provided by Covéa Insurance’s non-injury motor claims, engineering and customer services teams. To achieve this award, a rigorous two year assessment of both customer and employee satisfaction was carried out by the ICS.
Eligibility for ServiceMark follows three rigorous stages of evaluation: self-assessment, customer feedback and independent assessment. These stages involved employee self-assessments and customer satisfaction polls, both evaluated against research based benchmarks and an onsite visit to validate that customer service delivery met the appropriate level for the ServiceMark.
Adrian Furness, Claims Director said: “I’m really proud that our Personal Lines motor operations team has been successful in achieving the ICS ServiceMark Accreditation. This accomplishment recognises the hard work and commitment of all our staff. We always strive to put our customers first and it’s fantastic to see our efforts recognised. The accreditation is testament to the progress we’ve made and our focus on improving customer satisfaction is on-going. We’re continuing to invest in our service delivery and our intention to build on this success by evaluating if ICS accreditation in other areas of the business will benefit our customers.”
