Study reveals record levels of customer satisfaction
Findings may reflect shift in insurers’ attitude
A household claims survey has found that satisfaction levels among recent claimants has never been higher
The General Insurance Market Research within Aura (GIMRA) household claims survey, conducted by Harris Interactive, found 88% were satisfied with the way their claim was handled while 90% said their expectations for the final settlement had been met or exceeded.
Having been through the experience of making a claim, 84% of respondents said they were likely to stay with the same insurer when their policy came up for renewal.
The research also suggested the Financial Services Authority's Treating Customers Fairly initiative may have started to have an effect on the claims process. Ninety-one per cent of claimants said they were satisfied that their claim was handled fairly, 82% agreed their insurer gave them peace of mind, and 86% believed they made the right choice about which insurer to use.
Kerry Costello, chairman of GIMRA said: "As insurers perfect the functional aspects of the claims service, emphasis is starting to shift to the emotional impact events such as floods and break-ins have on customers and their families, and how insurers can help relieve the stress. The impact this is having on customer satisfaction is very evident in these findings."
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