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"
| Scottish Friendly score | 62% |
| Industry Ranking | 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 | 60% | Industry Ranking | Top Quarter |
Speed of settlement
| Scottish Friendly score | 66% | Industry Ranking | Top Quarter |
Speed of payment
| Scottish Friendly score | 70% | Industry Ranking | Top Quarter |
Communication
| Scottish Friendly score | 52% | Industry Ranking | Top Quarter |
Plain English
| Scottish Friendly score | 59% | Industry Ranking | Top Quarter |
Keeping you informed
| Scottish Friendly score | 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 payments at key life events and therefore claims and payments should be processed efficiently and simply. The results of the survey demonstrate that we are maintaining our position in the upper 25% of the industry.
However it is noticeable that the absolute level of our rating is lower than in 2007. This may again be a result of the expansion of the organisation following the takeover of Scottish Legal Life and the increase in our product range. Once again Scottish Friendly will make all efforts to ensure that the expanded customer service team continue to deliver high quality, top quarter, service in 2008 and we hope to improve these results over the next few months.