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. This is clearly an area of great importance to members and once more Scottish Friendly received a market-leading rating from its members.
The percentage of respondents rating claims and payments process as "excellent" or "very good"
| 2009 | 2008 | |
| Scottish Friendly score | 74% | 62% |
| Industry Ranking | Top Quarter | Top Quarter |
Detailed categories
In all of the detailed sub-categories, Scottish Friendly's claims and payments handling process was rated in the region of the top 1% to 25% of responses. In each case the scores reflect those marking Scottish Friendly as "very good" or "excellent".
Simplicity of process
| Scottish Friendly score 2009 | 68% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 60% | Industry Ranking | Top Quarter |
Speed of settlement
| Scottish Friendly score 2009 | 73% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 66% | Industry Ranking | Top Quarter |
Speed of payment
| Scottish Friendly score 2009 | 75% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 70% | Industry Ranking | Top Quarter |
Communication
| Scottish Friendly score 2009 | 58% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 52% | Industry Ranking | Top Quarter |
Plain English
| Scottish Friendly score 2009 | 59% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 59% | Industry Ranking | Top Quarter |
Keeping you informed
| Scottish Friendly score 2009 | 57% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 54% | Industry Ranking | Top Quarter |


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.