Responsible customer service
Customers are the reason we exist. So we treat them as we would wish to be treated ourselves, providing value for money products, communicating in a clear and transparent way and measuring, monitoring and dealing with claims quickly and efficiently.
We were delighted to receive the Customer Experience Champion Award this year, with the judges highlighting how we use our measurement frameworks to improve products and services for customers.
In 2015, we invited 10 UK customers, both advocates and detractors, to join a meeting of our Personal Lines Board. This provided our leadership team with valuable insight into the customer experience.
We employ a number of tools and resources to listen to customers, gauge satisfaction and improve our services as a result. For example, we work with the General Insurance Market Research Association (GIMRA) and monitor both Customer Service Measure (CSM) and Customer Voice (CV). Customer sentiment in 2015 remained supportive and retention across the group is around 80%.
We are committed to marketing our products responsibly. In the UK we have a robust framework to ensure that promotional material, including financial promotions, are designed to achieve good outcomes for our customers and comply with relevant regulatory standards. Our seven-stage launch process means every new product is reviewed by senior management in Legal and Compliance, Product and Customer, Technical Underwriting and Marketing & Communications. This makes certain that it meets our customer needs, is compliant and fit-for-purpose.
Every year, we handle hundreds of thousands of claims. Whatever the size of the claim, we take care of our customers when they need us most. We believe in proactive prevention and tailoring the claims process to benefit customers. Our dedicated claims handlers work with customers to reduce risk and, therefore, the likelihood of a claim. Our ‘Express 5’ proposition has streamlined commercial property claims under £2,500, settling the majority within 24 hours after receipt of five key pieces of information.
Access to insurance
We work closely with charities and partners to break down barriers to financial exclusion, tailoring products to customers with specific needs.
This year, our Codan business in Denmark celebrates a 20-year partnership with mental health charity LEV. Together, they have created bespoke Contents and Liability insurance for customers with specific disabilities.
In the UK, our work with the Motability Scheme means we provide insurance to over 630,000 disabled customers with access to a lease vehicle, scooter or powered wheelchair. Our teams are trained to understand the loss of independence and mobility that being without a car can bring our disabled customers. Our customer satisfaction scores reflect our approach with a Net Promoter Score of +79.