LV= Broker awarded ICS ServiceMark Accreditation

After the rollercoaster of a year it’s been, I’m delighted to share that LV= Broker has been awarded the prestigious ServiceMark Accreditation from the Institute of Customer Service (ICS).

It’s an award that can only be achieved with the help of our people and our customers (brokers), so it makes me even prouder that this has been achieved during a particularly challenging year for us all. It’s also the second time we’ve received the accolade. The dedication of our people, coupled with our hard work and commitment to always put our customers first has ensured that we’ve not only continued to offer the support brokers need, but have been able to exceed their expectations.

The ICS ServiceMark recognises an organisation’s achievement in customer service and its commitment to upholding those standards. The ServiceMark is awarded based on customer satisfaction feedback and an assessment of employee engagement.

I’m proud that we’ve seen our overall UKCSI score improve to 86.0, making us the number one insurer, 7.4 points ahead of the ICS Insurance sector benchmark (versus UKCSI July 2020). And if I reflect on the year, I think some of the highlights for me include all the support we’ve been able to provide to our brokers through COVID-19 by ensuring they’re getting all the help they need not only for them but also their businesses and their customers. I’m also proud of the fact that we managed to launch our new broker self-serve portal, which has made it easier for brokers to do business with us.

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These strong results don’t mean we’re sitting on our laurels though because in addition to showing where we’re doing well, the feedback we receive through our ICS ServiceMark Accreditation surveys helps us better understand the areas that we need to focus on to continue to challenge our thinking and to make a difference to our people, brokers and their customers.

Our commitment to keeping our customers and people at the heart of everything we do remains our priority as we continue looking for new ways to work together.

I’m delighted for our LV= Broker team to end the year with this recognition and we look forward to working with our broker partners in the year ahead.


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