The survey was conducted by ICS with over 1400 Ageas Personal lines brokers, and also included telephone interviews with employees within the Ageas broker Customer Service Department. Brokers were asked to rate the service performance of organisations against 20 factors that customers say are most important, including professionalism, quality and efficiency, ease of doing business, problem solving and timeliness. Ageas has achieved an overall customer satisfaction index score of 85.8% out of 100 for its service quality against a national average of 76.7% and an Insurance average of 77.9%.
Institute Account Director Sue Hopson commented: “We regard anything over 80% as world class, so this is an excellent result. This achievement reflects the strong emphasis on customer service that Ageas places throughout its business, by truly putting the customer at the heart of what it does.”
Robin Challand, Head of Operations, Ageas said; “We are absolutely thrilled with the results of the ICS survey, as the benchmark of what we do is based on our strong customer service ethos and teamwork. It is essential that we continually monitor our performance with our clients to ensure we maintain our top position for broker service.”
Ageas also scooped ‘The Customer Care Award’ at the Post Magazine Claims Awards 2011, presented at the Grand Connaught Rooms in London on 18 May 2011. The ‘Customer Care’ award category saw Ageas fight off competition from other well respected insurers. The award recognised the excellent level of customer care Ageas provides for claimants by putting customer needs at the heart of its business. The insurer impressed judges with its innovative customer care strategy, whilst demonstrating high levels of customer retention from claimants.
Insuring in the region of 8 million customers, high quality service is an integral part of Ageas’s customer proposition. Ageas joined the Institute of Customer Service in July 2009, which has allowed the company to measure the customer journey independently with its customers through the ICS research. In 2009 Ageas was recognised as world class by ICS for its service provided to Age UK Travel customers who purchased a travel insurance policy from Ageas, Age UK’s long term insurance provider.