Ecclesiastical receives kitemark of quality for claims service
Ecclesiastical has been awarded the Service Quality Marque (SQM) by independent insurance research consultancy, Gracechurch.
Ecclesiastical Insurance has retained its top spot in the Fairer Finance Home Insurance league table for a record fourteenth time and remains the UK’s most trusted home insurance provider.
The specialist insurer topped the list of 50 insurers including household names such as NFU Mutual, Bank of Scotland and Marks & Spencer – retaining Gold Ribbon status for another year.
Fairer Finance, an independent consumer group, surveys around 20,000 UK banking and insurance customers throughout the year, asking them to rate how satisfied they are with their bank or insurance company.
Customers are asked to rate the firms on happiness and trust, Fairer Finance then uses records from the Financial Ombudsman Service (FOS) to assess complaints handling and a combination of mystery shopping and policy document reviews to assess transparency.
Ecclesiastical has topped the table for the fourteenth time and has seen improvements in its scores, with overall customer experience score increasing by 2.27% to 90.85%, almost 13% higher than closest rival NFU Mutual.
The insurer was also rated the most trusted, best for complaints handling, most transparent and with the highest rating of customer happiness.
Mark Hews, Group Chief Executive, said: “I’m incredibly proud that Ecclesiastical has again been voted into first place in the Fairer Finance league table for home insurance for another year.
“Despite challenges over the last year our teams across the business have continued to show great resilience and adaptability to deliver for our customers, brokers and communities.
“We are absolutely committed to being the most trusted financial services group in all our markets, so it is wonderful to hear that we have the happiest customers, as well as scoring highest for trust, transparency and complaints handling.
“As a charity owned financial services group our purpose is to contribute to the greater good of society, and we will continue to maintain our support for charitable causes while delivering a high quality of service for our customers who believe that they can trust us to do the right thing.”
James Daley, Managing Director at Fairer Finance, said: “Ecclesiastical has done it again - topping our home insurance customer experience tables for the seventh year in a row. It now has a table topping score on all four elements that go into our ratings - customer happiness, customer trust, complaints and transparency - the only firm in any sector to ever achieve that feat.
“It’s no mean feat to reach the top of our customer experience tables - but to do it 14 times in a row, and have such a commanding lead over your nearest competitor is seriously impressive."