ILC ARTICLE

Covea secures ICS hat-trick


Covéa Insurance has become the first and only member of the Institute of Customer Service (ICS) to hold three simultaneous ServiceMark Accreditations with Distinction, the highest level of accreditation the Institute offers.

Covéa now holds Distinction accreditation for Personal Lines, Protection and Commercial Lines.

Vicki Heslop, Covéa Insurance Director of Customer Experience, said: “As the experience we’re providing to our customers continues to evolve and improve, it’s imperative we understand both what we’re doing well and also what we can improve. Benchmarking our services through the ICS’ independent assessments means we can do just that as we continue making our customers’ experience the best it can be.”

Adrian Furness, CEO at Covéa Insurance, commented: “Vicki has played a pivotal role at Covéa Insurance for a number of years, developing our claims and service proposition.  In this newly created role, she will have increased focus and accountability for further driving our customer experience strategy.

“We’re absolutely delighted with this latest achievement, and I’m so proud of all our people and their genuine passion for doing a great job, for driving improvements and for delivering the best possible outcomes for our customers.”

The ServiceMark Accreditation with Distinction is valid for three years, subject to a further two mid-term ServCheck and Business Benchmarking surveys.

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