Auto Express – July 30, 2019

http://www.autoexpress.co.uk SpecialIssue 61

22001199

DIDYOUKNOW?Some79percentofmotoristsrespondingtooursurveywhoclaimed

againsttheirinsurancepoliciesreceivedapayoutwithinthreemonthsofmakingthatclaim.

PARToftheFrenchCovéainsurancegroup,

ProvidentjumpsuptheDriverPowerscores

thisyear,finishing12placesaheadofits

2018result.Keytothatsuccessisanumber-

onespotforthetimethatittakesthefirmto

settleclaims.That’sanimpressiveresult,

butunfortunatelyit’sonethat’smarredby

poorscoresforhowwellinformedthefirm

keptitscustomersduringtheclaims

process,aswellasthevalueformoneyit

provides.SoProvidentclearlydoessome

thingsveryright,butseemstotakeitseyes

offtheballinotherareas.Thismaybewhy

thepercentageofcustomerssayingthey

wouldrenewtheirpolicywithProvident

isamongthelowestintheseresults.

ANOTHERsupermarketthathasturnedits

handtofinancialservices,Sainsbury’sposts

betterresultsforitscar-insuranceservices

thanarch-rivalTesco.That’sthanksinpart

toclaimsthataresettledspeedily,efficient

call-handlersduringtheclaimsprocess,and

reasonablevalueformoney.Asyoumight

expectforaninsurerthreeplacesfurther

uptherankings,Sainsbury’sbeatsTescoin

mostareas,althoughthelatter’sinsurance

servicesareeasiertopurchase,whileTesco

claim-handlersaremorefriendlyandbetter

atkeepingyouinformedthanthoseat

Sainsbury’s.Nonetheless,fivepercent

morepeoplewouldrenewtheirinsurance

withSainsbury’sthanwithTesco.

JUSTlikeitsdepartmentstorenamesake,

JohnLewisInsuranceisownedbyatruston

behalfofemployees,anditpostsasetof

resultsthatcontainsanumberofextremes:

onlytwootherfirmsareeasiertopurchase

coverfrom,yetonlythreeothersareworse

atkeepingyouinformedduringtheclaims

process.Factorinbelow-averagevaluefor

money,amiddlingratingfortheoverall

satisfactionwiththeclaimsprocess,and

thesub-parspeedwithwhichclaimsare

settled,andit’sclearthatthepartnership

hasareasinwhichitcouldimprove.Those

aspectshaven’tputcustomersoff,though:

83percentofrespondentssaytheywould

renewtheirJohnLewisInsurancepolicy.

ASTRONGsecond-placeresultforfriendliness

throughouttheclaimsprocessindicates

Santandercustomersareinitiallytakencare

ofwhentheworsthappens.Butthisisn’t

echoedwhenthetimecomesforthefirm

topayup,becauseclaimsaresettledwith

nomorethanaveragespeed,yousay.

Thosewhohavehadtoclaimaregenerally

verysatisfiedwiththeprocess,probably

becausethebankkeepscustomersinformed

aboutwhat’sgoingon.Yetthesescores,

whentakeninconjunctionwithamiddling

rankforthepurchasingprocess,aren’t

enoughtostopthreeoutof10Santander

customersfromsayingtheywouldn’trenew

theirpolicywiththeSpanishfinancegiant.

85.85%

86.04%

86.10%

86.12%

17. Provident


18. Sainsbury’s Bank


19. John Lewis Insurance


20. Santander

RATINGS

RATINGS

RATINGS

RATINGS

CATEGORIES

CATEGORIES

CATEGORIES

CATEGORIES

“Ihadtomakearelativelysmallclaimwhenmywindscreenwas

damaged.Providentmadetheprocesseasyandstraightforward.”

“Thegaragekepthavingtogobacktotheinsurertoapprove

repairs.Weweren’tkeptinformedofwhatwashappening.”

“Carwashitinacarpark.Claimwasdealtwithsympathetically

andtherepairswerecarriedoutquicklyandtoahighstandard.”

“SantanderreferredmyclaimtoIncidentManagementSolutions.

Iwasregularlyupdatedandtheclaimwassettledinamonth.”

50 1

50 1

50 1

50 1

OWNER’S

VIEW

OWNER’S

VIEW

OWNER’S

VIEW

OWNER’S

VIEW

Ease of purchase

(web &phone)

Telephone experiencewhen

making claim

Keeping youinformed when

claim is being assessed

Speed to settle claim

Friendlinessand helpfulness

during claim

Value formoney

Overall satisfaction with

claim process

Ease of purchase

(web &phone)

Telephone experiencewhen

making claim

Keeping youinformed when

claim is being assessed

Speed to settle claim

Friendlinessand helpfulness

during claim

Value formoney

Overall satisfaction with

claim process

Ease of purchase

(web &phone)

Telephone experiencewhen

making claim

Keeping youinformed when

claim is being assessed

Speed to settle claim

Friendlinessand helpfulness

during claim

Value formoney

Overall satisfaction with

claim process

Ease of purchase

(web &phone)

Telephone experiencewhen

making claim

Keeping youinformed when

claim is being assessed

Speed to settle claim

Friendlinessand helpfulness

during claim

Value formoney

Overall satisfaction with

claim process

Would yourenew

your current policy?

YES 63% NO 37%

Would yourenew

your current policy?

YES 73% NO 27%

Would yourenew

your current policy?

YES 83% NO 17%

Would yourenew

your current policy?

YES 70% NO 30%