Insurers still have work to do
February 28, 2007 by admin
Filed under News, News-Insurance
A new survey shows that most of us are pleased with the service we receive from insurers but many firms are still failing to deliver in specific areas.
The Association of British Insurers (ABI) asked thousands of people to take part in the Customer Impact survey and the results were generally positive.
However, despite the majority of customers (55 per cent) saying that they would be “extremely” or “very likely” to recommend their insurance firm to a friend, 20 per cent responded with a negative “not at all” or “not very likely”.
A massive 85 per cent of those questioned said that their company was easy to do business with, while 53 per cent were either “extremely” or “very satisfied” with the service they received.
Customers generally rated the insurance sales process as “very good” or “excellent”, with 58 per cent of people responding in this way.
Despite these positive figures, customers said that the thing most lacking in the sales process is clarity of information at the point of sale.
In addition, the complaints process was also highlighted as being in need of fine tuning, with four per cent of people having complained in the last 12 months and 50 per cent of these describing the handling of their complaint as “poor”.
“This year’s survey shows a strong position in several areas, and room for improvement in others,” said Stephen Sklaroff from ABI.
“Each company will review their own performance against the industry results, and where necessary take action to improve.”
