Unum is committed to treating customers fairly and providing them with the most appropriate protection solution for their needs. As part of this commitment, we have been members of the Association of British Insurers’ (ABI) Customer Impact scheme since its inception in 2006.
The scheme aims to increase the transparency of the pensions, protection and investment industry, improve the experience of customers and demonstrate the commitment of participating companies.
Unum takes steps each year to ensure the interests of our retail customers are at the heart of our business. We carry out an annual survey to monitor the perceptions of our customers as well as our progress against three specific Customer Commitments:
- Develop and promote products and services which meet the needs of our customers.
- Provide customers with clear information and good service when they buy our products.
- Maintain appropriate and effective relationships with customers, providing them with a good service after they have bought a product.
Each year we produce a report based on our survey results, detailing how we are striving to meet these Commitments and deliver the best possible service to our customers.
Highlights from Unum’s 2009/2010 Customer Impact Report:
“It is now four years since the inception of the Customer Impact Scheme and we’re pleased to still be wholeheartedly supporting the Scheme’s commitments…Within this year’s report we introduce a number of new product and service initiatives that we’ve rolled out to our retail advisers and their customers. We have also been mindful to report back on our progress with the actions we tasked ourselves with in last year’s report.” Susan Ring, Chief Executive Officer, Unum
The aim of the annual customer research that is carried out with our retail policyholders is to provide hard, relevant and verifiable data about our retail proposition in 4 areas:
- Aspects of Unum’s products
- The quality of customer service
- The clarity of communication
- Perception of long-term relationship with the insurance industry
- Customer Commitment 1 - Develop and promote products and services which meet the needs of our customers
The first Commitment companies make under the Customer Impact Scheme involves a promise to develop and promote products that meet customers’ needs.
89% of our customers rated the service as excellent/very good/good. This score has moved us into the top quartile (from quartile 2 in the last three years).
- Customer Commitment 2 - Provide customers with clear information and good service when they buy our products
This Commitment measures two aspects of the sale – the sales process and the sales person. As our products are only available through financial advisers it’s vitally important that we provide them with the information and support they need in order to explain our products and services easily and effectively to the customer.
95% of our customers rated the service as excellent/very good/good. This score means Unum has maintained a top quartile position for the second year running.
- Customer Commitment 3 - Maintain an appropriate and effective relationship with our customers, providing them with good service after they have bought a product
This Commitment provides measures of the customer’s experience with Unum’s written communications, customer service centre, claims and complaints.
88% of our customers rated the service as excellent/very good/good. This score places Unum in quartile 2, which is an improvement of two quartiles since last year’s report.
For a full analysis of this year’s survey results and the actions that Unum is taking to improve our customers’ experience at every stage of the relationship, you can download this year’s Customer Impact report (apprx. 2 MB).
Further information on the Customer Impact scheme is also available on the Customer Impact website - http://www.customerimpact.org/