Are insurance company customers happy?
July 3, 2007 by admin
Filed under News, News-Insurance
Insurance companies have been under fire for various reasons over recent months, and many have expressed dissatisfaction with their insurance provider.
However, it is increasingly difficult to determine just how unhappy customer actually are with their insurance providers because many providers now refuse to provide information on their customer satisfaction levels, making it difficult to determine how effective their services are.
According to recent reports around fifty percent of the leading insurance companies in the UK will not provide information relating to how satisfied or dissatisfied their customers are.
However, these companies had already agreed to provide the results as part of a survey that was being carried out by Association of British Insurers. The nationwide survey was designed to evaluate customer satisfaction levels within the insurance industry.
Amongst the insurance companies that have refused to provide these details so that their customer satisfaction levels can be compared to rival insurance companies are Norwich Union, Standard Life, and Friends Provident.
The customer satisfaction survey was designed to try and improve services within the insurance sector. Around 85 percent of insurance companies in the UK signed up to the survey, but despite their agreement many have not provided the necessary details relating to customer satisfaction levels.
A Friends Provident spokesperson stated: ‘We do not believe it is helpful to look at the highlevel results in any sort of league table form as we recognise that there are many reasons why results can vary.’
A spokesman for Zurich Insurance stated: ‘The results are intended to help companies understand their progress against commitments they have made. They are not intended as an accurate measure of benchmarking.’
An official from consumer group Which? said: ‘We think results for each company should be published in a standardised way with individual firms’ scores disclosed.’
Tom Smith
3rd July 2007
