The business received the customer service standard ServiceMark, which is a rigorous customer service accreditation that recognises a company’s commitment to customer service through a staff survey, customer survey and independent assessment.
Assurant Intermediary sales and marketing director Kevin Paterson says:
“Delivering outstanding service is a key driver for Assurant Intermediary. The feedback we receive from intermediaries is consistently positive, but we wanted to really put our people and processes to the test.
"We actively sought out an independent and qualified view from the ICS to identify any existing gaps and ensure our service is the best it can be. Everyone in the business bought into what we wanted to achieve and the enthusiasm that our employees displayed throughout the process was fantastic.”
To achieve the ICS ServiceMark, Assurant Intermediary was assessed on its current commitment toward service competency via an employee survey and a benchmarking exercise against its peers in the industry. The ICS also surveyed 100 customers asking them to rate Assurant Intermediary in five key areas: professionalism, quality and efficiency, ease of doing business, problem-solving and timeliness.
Paterson concludes:
“I am extremely proud that the Assurant Intermediary team’s hard work and dedication is being recognized with the ICS ServiceMark accreditation. However, we won’t rest on our laurels. We are committed to maintaining highest standards of customer service excellence and will continually work to exceed them and ensure strong customer satisfaction.”
