Claims survey from William Russell’s shows pleasing results

Tuesday, February 21, 2012

As part of a commitment that aims to maintain high standards of service, William Russell has issued a customer survey to all of their policyholders who make a claim.

The overall feedback from the 2011 surveys was very pleasing, with William Russell once again being recognized by its policyholders for outstanding standards of customer care.

The survey asked how satisfied customers were with the service that they had received from their claims team and an impressive 97.2% of people said that they were either very or reasonably satisfied. When asked their satisfaction in relation to the speed of the initial response to their claim, 95.2% said that they were either reasonably or very satisfied.

It was clear from the survey that the customers appreciated the efforts to provide a timely and efficient service, as when they were asked how satisfied they were with the length of time that they had taken to settle their claim, 91.3% of them said that they were reasonably or very satisfied. William Russells’s commitment to transparency and clarity 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.”