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According to recent data released from the Association of British Insurers, the number of consumers in the UK that is dissatisfied with their life insurance or pensions provider is minimal, with only four percent expressing dissatisfaction with providers in these industries.
 The Association of British Insurers carried out a large scale survey into these industries, with around eighty five percent of the life insurance and pensions industry being represented.
Thirty two life insurance and pensions providers participated in the ABI survey, thought to be the largest of its king, and around eighteen thousand consumers were surveyed as part of the study. The majority of consumers expressed satisfaction with their life insurance and pensions providers, with many recommending their provider to other people. Only four percent said that they were not satisfied with their provider.
Although the results of the survey were very promising, the Association of British Insurers stated that there was room for improvement in order to ensure that the customer was a priority as part of the Customer Impact Scheme.
The chairman of the Customer Impact Scheme stated: "T he 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."
According to the Deputy Director General of the ABI: " 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."
Tom Smith
16.03.07
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