In the 2014 UK Institute of Customer Service Satisfaction Index (UKCSI), LV= has been voted the top insurer from around 10,000 people taking part in the survey for their level of customer satisfaction. They sell many insurance products including car insurance.
This has prompted us to discuss the importance of car insurance companies providing a great level of service to their customers. It is not just about how we as customers are dealt with at point of sale but continually throughout our time with the insurance company.
When applying for car insurance you are probably looking for a cheap deal for the appropriate level of cover. However, it is also important to a lot of people that their application is processed in a timely manner and that the process is simple to follow.
Of course, if you apply through a price comparison website, you tend to feel that you are dealing with that website as opposed to the insurance company but there is still a lot on interaction with the insurance company as you are often taken through to their website when completing the proposal form.
Having signed up with them you will receive the policy document either through the post or have access to it online. This document should be produced within certain timescales and obviously easy to understand. If you have a query you are no doubt going to want to be able to pick up the phone to someone at the car insurance company to discuss the matter. Many insurance companies provide a call centre 7 days a week that you can ring outside normal office hours during the working week – this is another example of great customer service.
Should you need to make a claim on your car insurance, you will want to be able to speak to someone that knows exactly what process you have to follow and guide you through it at what is often a stressful period. You will also want the claim dealt with as quickly as possible.
So, as you can see, a high level of customer service is important and is one reason why some people stay with their existing car insurance provider.