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Customer satisfaction survey - Claims & payments

The claims and payments section evaluates the quality of service from a provider at the end of a product's life. As these scores were solely amongst the maturing customers, the veracity of their scores is quite clear in this section.

Scottish Friendly Survey

The percentage of respondents rating claims and payments process as "excellent" or "very good"

  2010 2009 2008
Scottish Friendly score 48% 74% 62%
Industry Ranking Second Quarter Top Quarter Top Quarter
Scottish Friendly Survey
Detailed categories

In all of the detailed sub-categories, Scottish Friendly's claims and payments handling process was rated in the top 1% to 25% of responses. Scores only include respondents marking Scottish Friendly as "very good" or "excellent".

Scottish Friendly Survey

Simplicity of process

Scottish Friendly score 2010 44% Industry Ranking Second
Quarter
Scottish Friendly score 2009 68% Industry Ranking Top
Quarter
Scottish Friendly score 2008 60% Industry Ranking Top
Quarter
 
Scottish Friendly Survey

Speed of settlement

Scottish Friendly score 2010 43% Industry Ranking Fourth
Quarter
Scottish Friendly score 2009 73% Industry Ranking Top
Quarter
Scottish Friendly score 2008 66% Industry Ranking Top
Quarter
 
Scottish Friendly Survey

Speed of payment

Scottish Friendly score 2010 51% Industry Ranking Fourth
Quarter
Scottish Friendly score 2009 75% Industry Ranking Top
Quarter
Scottish Friendly score 2008 70% Industry Ranking Top
Quarter
 
Scottish Friendly Survey

Communication

Scottish Friendly score 2010 42% Industry Ranking Third
Quarter
Scottish Friendly score 2009 58% Industry Ranking Top
Quarter
Scottish Friendly score 2008 52% Industry Ranking Top
Quarter
 
Scottish Friendly Survey

Plain English

Scottish Friendly score 2010 41% Industry Ranking Second
Quarter
Scottish Friendly score 2009 59% Industry Ranking Top
Quarter
Scottish Friendly score 2008 59% Industry Ranking Top
Quarter
 
Scottish Friendly Survey

Keeping you informed

Scottish Friendly score 2010 37% Industry Ranking Third
Quarter
Scottish Friendly score 2009 57% Industry Ranking Top
Quarter
Scottish Friendly score 2008 54% Industry Ranking Top
Quarter
 
 
Scottish Friendly Survey

In previous years we have committed to improving the scores for this section and have invested in making improvements in the product and service process for maturing customers and had achieved some success. However the current results are clearly framed by the disappointment felt by some customers as a result of their investment return.

The results do show that we need to improve our communication process and speed of payment. The latter is not a surprise, whilst our claim and maturity process is efficient, following other customer feedback, we are currently considering streamlining the actual payment process for policy proceeds. The lower scores for keeping you informed we suspect relate to client disappointment following reductions in final bonus rates over a 12 month period and given the sharp, unexpected and rapid decline in the market it was always going to be difficult to inform customers of the market falls on anything other than an after the event basis. However clearly we need to look again at our client communication about ongoing investment risk and will also look at product design solutions to attempt to reduce the impact of risk in the run up to maturity.

Scottish Friendly Survey
 
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