Ageas Insurance Limited scooped the prestigious Best Customer Service Co-creation/ Collaboration award at the Institute of Customer Service’s UK Customer Satisfaction Awards 2016 earlier this week, raising the profile of the insurance industry amongst key customer-focused brands.
The awards highlight the efforts made by organisations across a range of sectors and industries, such as retail, energy and water services, insurance, banking, transport and logistics, regulatory and many more, to continue to improve their operations and services for the benefit of their customers.
During the gala awards ceremony at the Hilton Park Lane in London, Ageas was recognised for its unique and innovative ways of managing its customers’ home insurance claims. Over the last year, Ageas has been working with its supplier network to differentiate its proposition from its competitors and provide its customers with a service that meets their individual needs. It has effectively created one team, its supply chain and claims teams working together for the good of the customer with greater trust and co-operation between both parties.
Rob Smale, Claims Director at Ageas said: “For the brief period of a claim that insurers ‘interfere’ in the lives of their customers, we should try to ensure that this is minimised and as helpful as possible. We believe the household supply chain at Ageas achieves that objective and provides a model that we hope will set a benchmark for the rest of the sector.
“I am extremely proud that this concept and practice has been recognised by the Institute of Customer Service at this year’s UK Customer Satisfaction Awards as it highlights our commitment to delivering the highest standard of customer service to our customers. At a time when the industry’s is suffering a poor reputation, it was great to see a number of insurers either winning or nominated at the awards against some highly trusted consumer brands. This is evidence that as an industry, we have the customer at the heart and proving that we are doing our best to rebuild customers’ trust.”