The latest from Covea for you;
Covéa Insurance has successfully retained its Institute of Customer Service (ICS) ServiceMark with Distinction accreditation, following a mid-term review of its three-year accreditation programme.
The accreditation recognises organisations that demonstrate an outstanding commitment to customer service and place customers at the heart of their business.
The latest review saw Covéa Insurance improve on its original accreditation results achieved in 2024, with both colleague and customer survey scores increasing and exceeding the distinction threshold of 85. The colleague Service Culture Index score increased to 91.4, while the customer Business Benchmarking score rose to 94.5.
The results also showed Covéa Insurance continues to outperform wider industry and cross-sector benchmarks, with customer scores remaining ahead of both insurance and all-sector UK Customer Satisfaction Index benchmarks.
Feedback gathered as part of the assessment highlighted the professionalism, responsiveness and dedication of Covéa colleagues, with customers praising teams for their efficiency, expertise and support throughout the claims journey. Comments included “Service is excellent”, “Everybody was quite exceptional” and “The team always go above and beyond to assist and respond to any query in a timely fashion”.
Jo Causon, CEO, The Institute of Customer Service, said:
“I want to extend my congratulations to Covéa Insurance on retaining its ServiceMark accreditation with Distinction. Improving on their original results, with both colleague and customer scores above the distinction threshold, demonstrates a genuine commitment to a long-term, customer-focused approach and a desire to continuously improve service levels.
We look forward to continuing to support the team at Covéa Insurance through membership as they build on this strong foundation and further strengthen their service offering.”
Stephen Long, Chief Operating Officer at Covéa Insurance, said:
“Retaining our ServiceMark with Distinction accreditation is fantastic recognition of the commitment our colleagues show every day to delivering great service for our customers and broker partners.
We’re particularly proud that both our colleague and customer scores have improved since our original accreditation. That reflects the focus we place on listening, learning and continually improving the experiences we provide.
Customer service is something that belongs to every part of our business, and this achievement is a testament to the passion, professionalism and dedication of colleagues across Covéa Insurance. I’d like to thank everyone who has played a part in helping us maintain these exceptionally high standards.”
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