Nelson Insurance

It has been revealed that many of the UK’s leading insurance companies are failing to provide valuable information relating to customer satisfaction levels – or dissatisfaction levels. The lack of information is making is difficult to determine how insurance companies are performing as customer satisfaction levels cannot be accurately assessed. However, in the light of controversy over various issues such as mis-selling of policies and poor customer service, there are many customers that have expressed dissatisfaction with their insurance provider.

Insurance companies were supposed to be providing information relating to customer service and customer satisfaction in response to a survey being carried out by the Association of British Insurers. However, around fifty percent of these companies have not provided this information despite agreeing to do so. The Association of British Insurers wanted to conduct the survey in order to evaluate the levels of customer satisfaction within the insurance industry as a whole.

Another aim of the Association of British Insurers was to try and improve services throughout the insurance sector through assessment of the reasons why customers were not satisfied with their insurance providers, which will now be increasingly difficult due to the information being withheld by many leading insurance companies. Some of the companies that have failed to provide these details are Norwich Union, Standard Life, and Friends Provident.

According to an official from one of the companies that have failed to provide details on customer satisfaction levels so that comparisons between insurers can be made there is no point in comparing such details.

He stated: ‘We do not believe it is helpful to look at the high level results in any sort of league table form as we recognise that there are many reasons why results can vary.’

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