The latest results of an industry-wide survey reveals that more than 80% of claimants are satisfied with the recent claims service that they received...
The latest results of an industry-wide survey highlight that while customers expect and demand better service from their insurance provider, more than 80% of claimants are satisfied with the recent claims service that they received from their insurer and around three in five claimants were very satisfied.
The study, conducted every six-months on behalf of GIMRA (General Insurance Market Research within AURA), was set up “to help individual syndicate members identify key areas of household claims service where improvements may be made, as well as to gauge relative performance in the marketplace”.
The latest results show improvements in several key areas including:
• Level of interest and care after claim has been settled
• Communication from the insurance company throughout the claim
• Managing of third party suppliers
• Summary of what the policy covers
• Ease of getting through on the telephone
• Ability to choose a recommended or own supplier
According to Kerry Costello, vice chair of GIMRA, these results signify insurers are dedicated and committed to offering excellent customer service as well and not just trying to get new business. “These results reflect the continuous developments taking place across claims within the industry. The increases in the latest wave of the study show that customers are already feeling the positive impact of those developments, especially in the way in which we care for claimants throughout their experience,” Costello said.
The findings of this study are based on 2,259 telephone interviews with recent claimants of GIMRA member companies including: Allianz Cornhill, AXA, CIS Insurance, Fortis, Groupama Insurances, Halifax General Insurance, Legal & General, Lloyds TSB, MMA Insurance, NFU Mutual, Royal and Sun Alliance and MORE TH>N, Norwich Union and Zurich Group.
