Ageas UK has been awarded ServiceMark with Distinction by the Institute of Customer Service, making it the biggest personal lines insurer in the UK to achieve this leveli.
By achieving the criteria required for a distinction, it recognises Ageas’s outstanding and ongoing commitment to excellence in customer service.
Ageas first attained the ServiceMark accreditation for customer service in 2014. A nationally recognised standard, ServiceMark independently recognises an organisation’s commitment to customer service and as part of a long-term embedded strategy, its adherence to upholding a high standard.
Ageas was awarded the distinction accreditation based on both customer satisfaction and employee engagement.
As part of the evaluation process, the Institute extensively surveyed Ageas’s customers and heard from more than 1,100 of its employees. The ServCheck survey is designed to help assess employees’ views on how the organisation’s strategy, culture and processes enable the delivery of world class customer service.
Chief Customer Officer, Caroline King said: “As the largest personal lines insurer to achieve distinction, I am extremely proud of our customer-led strategy.”
“Not only is it amazing to achieve the ServiceMark accreditation again, but the fact that we’ve been awarded the grade of distinction demonstrates our continuing commitment to improve the service we offer our customers.
“We absolutely believe in delivering brilliant service when it matters, and this accreditation is testament to how customers are truly at the heart of everything we do here at Ageas.”
“We are also grateful for the insight this accreditation process offers us. As well as a deeper understanding of how we are currently showing up for our customers, it also allows us to identify areas where we can elevate the service we provide.”
Jo Causon, CEO of The Institute of Customer Service, commented: “I want to extend my congratulations to Ageas for achieving ServiceMark with Distinction, which independently demonstrates a commitment to a customer-focused approach and improving service levels. Our expert teams will continue to support Ageas as they continue their customer service improvement journey.”
Ageas’s attainment of this accreditation reflects the success of its customer-led strategy and underpins its purpose to Understand People + Simplify Insurance.
About the Institute of Customer Service
The Institute of Customer Service is the UK's independent, professional body for customer service. The Institute's purpose is to enable organisations to improve their performance through service excellence.
It is the leading voice championing customer service – enabling members to improve their customer experience and business performance. The Institute is the secretariat for the All-Party Parliamentary Group on Customer Service.
Visit the Institute of Customer Service website for more information.
[i] The ABI ranked Ageas as the UK’s 6th largest motor insurer and 7th largest home insurer in 2022 by Gross Written Premium (GWP) published Dec 2023.