As part of a commitment to maintaining the
highest standards of service, William Russell issues a customer survey to all
policyholders who make a claim.
The overall feedback from the 2011 surveys was
very pleasing, with William Russell once again being recognised by its
policyholders for outstanding standards of customer care.
When the survey asked how satisfied they were
with the service received from the claims team, a staggering 97.2% said they
were very or reasonably satisfied. When asked their satisfaction relating to
the speed of the initial response to their claim, 95.2% said they were very or
reasonably satisfied.
Customers clearly appreciated efforts to provide
a timely and efficient service, as when asked how satisfied they were with the
length of time taken to settle their claim, 91.3% said they were very or
reasonably satisfied. William Russell’s commitment to clarity and transparency
is evident in the results too, as when asked how well they thought the claiming
process was explained to them, 92.4% said either well or extremely well.
James Cooper at William Russell says, “We always endeavour to make the
claiming process as stress free as possible, so are extremely pleased with the
high levels of satisfaction that the survey has revealed.”
International health insurance news: 20 February 2012
