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The Association of British Insurers recently carried out one of the largest surveys of its kind into customer satisfaction in relation to insurance services and providers.
 The Association of British Insurers surveyed 18,000 consumers, and through the 32 companies that participated in the survey around eighty five percent of the life insurance and pensions industry was represented.
The results of the survey showed that only four percent of respondents were dissatisfied with their service or provider, with the majority expressing satisfaction and even recommending their insurance provider to others. However, the survey also showed that there was room for improvement throughout the industry in order to put the customer first as part of the Customer Impact Scheme.
The Deputy Director General of the Association of British Insurers stated: " The Customer Impact Scheme shows the life industry's commitment to improving customer service standards. It supports the FSA's 'Treating Customers Fairly' programme. This year's survey shows a strong position in several areas, and room for improvement in others. Each company will review their own performance against the industry results, and where necessary take action to improve. The ABI is helping companies by, amongst other things, producing a series of Good Practice Guides and promoting their use throughout the industry."
A number of leading companies took part in the survey, and the chairman of the Customer Impact Panel stated: "The Panel is pleased to see so many companies putting customers at the heart of their business by taking part in the survey. We will discuss the survey with companies over the coming weeks to identify ways to drive up the industry’s performance. The Panel’s annual report in June will give a comprehensive view on the operation of the Scheme so far."
Tom Smith
05.03.07
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