Insurance industry improved customer experience, says survey

Up to 85 per cent of consumers claim that their insurance provider ‘treats customers fairly’, according to a new survey.

Findings from a customer impact survey from the Association of British Insurers (ABI) shows that 53 per cent of respondents agreed that the insurance industry has an excellent reputation, a figure up from 48 per cent last year.

Maggie Craig, the ABI’s director of Life and Savings, said that the results show that the insurance industry is making improvements in its treatment of customers, despite the overall dip in customer confidence due to recent economic uncertainty.

“The industry recognises that the customer impact scheme is a long-term undertaking and that it will take time for the full effect of the industry’s work to be seen,” she added.

However, she also stated that the survey showed that there is still room for improvement, particularly in the handling of complaints.

Only three per cent of respondents had reason to complain to their provider, but 57 per cent felt their complaints had been handled poorly.

Meanwhile, the ABI has warned that tougher planning controls need to be in place for new homes.

Tags: tougher planning controls, uncertainty, respondents, undertaking, Association, industry recognises, director, scheme