INSURANCE INDUSTRY PUTS FORWARD PLANS TO ENHANCE CUSTOMER SERVICE
|
| Article date: 27/09/2005 : 14:30:47 |
|
|
New developments to improve how insurers deal with customers are currently being formed by the Association of British Insurers (ABI).
The ABI is set to take further steps forward after a review of the Raising Standards Quality Mark Scheme found that more work needed to be done in the customer service area.
The group insists that promises made to customers must be made public by company boards and there must be a straightforward set of good practice guides produced, which goes further than the standards of the existing Quality Mark scheme.
The results of this effort will be independently judged, using a customer experience index, and also reports on how well a company is succeeding with their promises will be made public.
Stephen Haddrill, director general of the ABI, said: "Where the old scheme covered only a small range of specific standards, our new approach will mean that continuous improvement is built into corporate governance at the very top of the industry.
"Many more companies will participate and customer service will improve across a much wider front."
|
