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Changes to the way we ask for your feedback
We would like to thank those of you who have taken part and provided feedback.
Of the customers surveyed 80% were satisfied with the quality of service provided by the Risk & Insurance Section.
- 69% found the Risk & Insurance Section easy to contact
- 64% found the staff approachable and helpful
- 65% felt they were treated fairly and sensitively
- 79% found information and letters received from the team easy to understand
- 63% found the timescale for dealing with their claim was acceptable
- 77% were satisfied with the outcome of their claim
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What you said |
What we are doing |
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"It takes too long to finalise claims" |
Claims investigation does take time, and there is no way of guaranteeing how quickly a claim will be dealt with. We are however, constantly striving to improve this where we can, and since 2005 we have made significant improvements to the claims process, including investing in technology to speed up the transfer of information. The changes we have made have resulted in around an 80% improvement in the turnaround time of claims, and we continue to seek other ways of making the process more efficient. |
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"More face to face contact please" |
Although much of the claim process must be carried out by letter, it is our intention to identify those claims where a visit may be appropriate, and conduct this part of our investigations by visiting customers. |
We continue to make every effort to develop and improve our service, and all responses received help us to achieve this aim.
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