Ageas’s Household, Travel and Motor Claims and Operations have been awarded ServiceMark accreditation by The Institute of Customer Service, the professional body dedicated to leading customer service performance and standards in the UK.
ServiceMark, granted for a three-year period, is The Institute’s accreditation which recognises an organisation’s commitment to excellent customer service. It enables organisations to benchmark themselves against best practice, gain a better insight into their customers’ needs and develop strategies to meet them.
Ageas received the accreditation for Home for the first time in 2013 and Motor and Travel followed a year later.
The 2016 accreditation followed a rigorous four-day assessment, conducted by an independent assessor and involved Home, Motor and Travel insurance customer surveys, 62 employee interviews across all levels and system analysis of written documentation and processes. The assessment team looked at eleven company characteristics including commitment, credibility, capability, continuity, consistency and professionalism as well as how easy it is to deal with Ageas, problem solving and timelines.
Commenting on the accreditations, Francois-Xavier Boisseau, CEO Ageas Insurance said: “We’re delighted to have yet again received this accreditation as it demonstrates that our customers are at a heart of everything we do. I’m thrilled that The Institute of Customer Service specifically recognised our work to constantly develop our products and services for our customers and identified our commitment to developing our people for the future.”
Jo Causon, chief executive of The Institute of Customer Service, said: “Ageas is part of a growing band of organisations who understand that a well thought out customer service strategy can positively affect the bottom line.
“Achieving ServiceMark is a sign that Ageas is determined to demonstrate a commitment to continuously improve customer service standards and constantly evolve plans for service improvement.”