Customer satisfaction survey - Claims & payments

Scottish Friendly is well aware that the claims and payment process can be the most significant interaction between the group and the customer. Scottish Friendly exists to offer payouts at key life events and therefore claims and payments should be processed efficiently and simply. The results of the survey demonstrate that the group is consistently maintaining its position in the top 25% of the industry in all sub-categories.

Importantly the absolute rating for Claims and Payments has increased and this was a key objective for Scottish Friendly following the last Customer Impact Survey. Once again Scottish Friendly will make all efforts to ensure that the customer service team continues to deliver high quality service in 2009 as it is likely that these results will come under pressure as the impact of lower policyholder returns affects customer satisfaction in this area.