Insurers should improve their communication about the progress of claims. Customers find that they get too little information on current procedures.
This is evident from customer satisfaction survey commissioned by the Association of Insurers
Customers are generally positive. the letters and e-mails they receive. That are easier to understand and easier. But in the area of customer service in the business market and to keep them informed about the progress of proceedings on claims, cause the performance of the insurers behind.
In life insurance, the group of customers that a request last year until payment has done, less satisfied with their insurer than before.
For the study were interviewed in total nearly 23,000 residential and business customers.
Insurers have been done according to the covenant to improve communication and customer focus. “In both areas, we see progress,” says director Richard Weurding. “That’s good news, but we must continue to work on further improvement.”
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