Insurance Times Awards 2022: Service delivery is an ‘integral part’ of Covéa Insurance’s DNA

Explain briefly about your entry in the Customer Champion of the Year - Insurer category.

As an organisation, Covéa Insurance has always had a strong focus on service delivery and this is an integral part of our DNA. However, in these challenging times, we wanted to take this to another level and focus on what more we could do to support our customers when they need us most.

This is what made the Customer Champion of the Year category a certainty for our nomination and our entry highlighted the journey we have been on.

We started by researching what consumers across the UK were experiencing in terms of vulnerabilities and, in particular, the shortcomings and difficulties they face when it comes to insurance.

What do you think makes your entry stand out or different from your competition?

We have worked with external experts like Helen Pettifer, Money Wellness and the Samaritans to shape our solutions and help our people have the confidence to manage these varied and sometimes challenging customer conversations each and every day.

What would winning this award mean to you and your firm?

When you see and hear firsthand the difference this is making to our customers and, just as importantly, to our people, this makes it all worthwhile and all of us at Covéa Insurance are incredibly proud. To win this award would be the absolute icing on the cake.