In the first of what will be a regular programme of customer feedback surveys across Assurant Intermediary’s entire product range, over 85 per cent of household insurance policyholders scored the fulfilment procedure as being good to excellent.
10 per cent scored the procedure as being average while five per cent marked it as being below average.
Sales and marketing director Kevin Paterson comments:
“Our intermediaries want to know that they not only get quality products at a competitive price from Assurant Intermediary, but that their customers are going to get a quality service.
"We’re committed to enhancing that experience and so we will be conducting regular feedback surveys across all our product lines and the different touch points with the policyholder – and reporting the outcomes back to our intermediaries.
“I’m delighted that the vast majority of our household insurance customers are satisfied with our policy fulfilment procedures, however the survey has highlighted a couple of areas that need improvement. I will be discussing these with our operations team to ensure they are addressed.”
96 per cent of respondents confirmed they were happy with the period of time it takes to receive their policy documentation, and 94 per cent confirmed they found the policy terms and conditions clear and easy to understand.
84 per cent advised that the procedure for making adjustments to their policy, making a claim or cancelling their insurance policy was clearly stated. 90 per cent rated the overall content of the policy documentation good to excellent.
Paterson concludes:
“Customers don’t just want a product – they want an ‘after sales’ service. It is important that we measure whether we are giving them what they want.
"We have to know that what we’re delivering before any claim situation is hitting the right buttons because that’s where we start setting expectations and start building trust into the relationship with the customer, which will ultimately support the relationship that the intermediary manages with them.”
