Insurance Times Awards 2024: Covea Insurance touts ’84% rise in employee confidence, drop in customer complaints

1. Why did you put yourselves forward for the category?

We entered this category to highlight our fresh take on colleague training. Our approach goes beyond the usual methods, focusing on emotional resilience and practical skills for managing sensitive customer situations.

Our often young frontline people regularly engage in sensitive and emotionally charged conversations with customers facing distressing circumstances, so we developed a training method to help both our people and customers in these situations.

We believe our all-round approach, which covers not just the ‘what’ but also the ‘how’ and ‘why’ of customer service, is a real step forward for professional development in the insurance industry.

2. What do you think makes your entry stand out and why should you win the award? 

Our entry stands out because it’s both thorough and has made a measurable impact. We’ve blended expert advice with practical support tools to create a programme that boosts colleagues well-being while improving customer satisfaction.

Statistically we’ve seen an 84% rise in confidence, a 38% drop in customer complaints and a 6.3% reduction in mental health-related absences. We see this as a standout initiative as it not only improves the quality of service we provide, but also helps promote our colleagues mental health and wellbeing in a high-pressure environment.

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

Winning this award would be a fantastic validation of our commitment to both our people and our customers. “Delivering through our talented people” is a strategy we stand by and winning this award would reinforce that this approach is a genuine and impactful way of doing business.

This recognition would inspire us to keep pushing for innovation in professional development and setting new benchmarks in the industry.

It would also remind our team that their growth and wellbeing are key to our success, helping us continue to attract and keep the best talent.