We’ve become the first insurer to publish car and home claims service reviews on our website, letting you see exactly how customers rate our claims handling service before making the decision to insure with us. We’ve introduced the new claims reviews service as part of our ongoing commitment to improve customer experience.
Reading customer reviews before making a purchase has become commonplace for everything from TVs to toasters. However, for the insurance industry, customer reviews of insurance products are still in the early stages. Until now, people have been buying insurance without knowing what to expect during the claims process, which is when your policy matters most.
Researching the most suitable insurance cover and making sure the product is right for your needs is often a step overlooked. We carried out some research among 1,000 home and car insurance claimants*, and found people are twice as likely to read customer reviews before buying a car than when purchasing car insurance (73% vs. 37%). Four in five (86%) insurance claimants we asked said it would be useful to see how an insurer performed for its claims service before buying. So, our customer claim reviews allow people to see first-hand and in a transparent way what level of service they can expect if they need to make a claim through us.
When asked what the most important factor was during the claims process, our research found that over a third (36%) of insurance claimants said having a smooth and stress-free experience was important, followed by a quick claims resolution (28%) and being kept in the loop with what’s happening (14%).
Heather Smith, Aviva’s Marketing Director, gave her view: “Uniquely, insurance is a product most people buy in the hope of never having to use it but, if they do need to make a claim, a smooth and easy process is important at what is often a stressful time. We understand that the claims process is an important part of many customers’ experience with us and that’s why we publish reviews, both good and bad on our website, so that people can make informed decisions. The feedback we get from customers helps us to learn and continuously improve our service. Over the years, we’ve listened to feedback from customers and have made improvements to our claims process. Providing customers with a dedicated personal claim manager, for example, so they are kept fully informed throughout the claim is one of those changes.”
We already have over 1,000 claim reviews on our website**, and are proud to score an average rating of 4.2 out of 5 and 4.3 out of 5 for our motor and home insurance claims service, respectively.
* Research conducted online by Populus between 17 – 21 January 2014 on behalf of Aviva with 1,006 respondents who had claimed either home or car insurance in the past three years.Research conducted online by Populus on the behalf of Aviva with 1,006 respondents who had claimed either home or car insurance in the past three years between 17 – 21 January, 2014
** Figures taken from the http://www.aviva.co.uk/car/ and http://www.aviva.co.uk/home/ on 2614 February 2014