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LV= Broker achieves Institute of Customer Service 'ServiceMark' accreditation

Press release: 10/05/2017

Institute of Customer Service award

LV= Broker has today achieved the prestigious ServiceMark accreditation from the Institute of Customer Service. This recognition signifies LV=’s commitment to exceptional service and means that brokers and their customers can be assured of a first-class service when dealing with the insurer. The achievement also means that LV= Broker joins an exclusive list of other companies that have received the accreditation, including Anglian Water, Holland & Barrett and Wickes.

Founded in 1996, The Institute of Customer Service is the independent, professional membership body for customer service. ServiceMark is a national standard which recognises an organisation’s achievement in customer service and its commitment to upholding those standards.

To achieve the accreditation, The Institute puts organisations through a rigorous three stage process which includes an assessment of employee engagement with its customer service strategy, customer satisfaction feedback and an independent assessment at a number of the company’s sites to ensure the organisation is meeting the necessary benchmarks.

LV= Broker achieved an overall customer satisfaction score of 83.9, significantly higher than the average for the insurance industry as measured by the UK Customer Satisfaction Index. LV= Broker’s score compares with a benchmark of 77.8 across all sectors and 79.4 for the insurance sector.

Mike Crane, LV= Broker Managing Director, said: “It is an honour to have been awarded ServiceMark Accreditation and it’s wonderful recognition for our teams. At LV= Broker, dedication to service and professionalism is integral to the success of our business and I am delighted this has been specifically recognised by The Institute of Customer Service. For our brokers they can have confidence they are dealing with an insurer who puts service at the heart of its business.”

Jo Causon, CEO of The Institute of Customer Service, added: “LV= Broker is part of a growing band of organisations who understand that a well thought out customer service strategy can positively affect the bottom line. Achieving ServiceMark is a sign that the organisation is determined to demonstrate a commitment to continuously improve customer service standards and constantly evolve plans for service improvement. By acting on the insights gained from customer feedback as part of the ServiceMark accreditation, LV= Broker will be in a stronger position to offer customers what they want, when they want and how they want it.”

The Institute’s ServiceMark accreditation achievement comes just under a year since LV= Broker was awarded Chartered Insurer status for underwriting by the Chartered Institute of Insurance (CII).


For further information please contact:

Lloyd Purnell, lloyd.purnell@lv.com, 020 763 44433 / 07500 835885

Full list of ServiceMark accredited companies can be found here: https://www.instituteofcustomerservice.com/standards-accreditation/servicemark

LV= Broker

LV= Broker is part of the LV= group of companies, and incorporates Highway Insurance and ABC Insurance.

LV= employs over 6,000 people and serves over 5.8 million customers with a range of financial products. We are the UK’s largest friendly society and a leading financial mutual.

When we started in 1843 our goal was to give financial security to more than just a privileged few and for many decades we were most commonly associated with providing a method of saving to people of modest means. Today we follow a similar purpose, helping people to protect and provide for the things they love, although on a much larger scale and through a wide range of financial services including insurance, investment and retirement products.

We offer our services direct to consumers, as well as through IFAs and brokers, and through strategic partnerships with organisations including ASDA and Nationwide Building Society.

Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. LVFS is a member of the ABI, the AFM and ILAG. Registered address: County Gates, Bournemouth BH1 2NF.

About The Institute of Customer Service

The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance. The Institute is a membership body with a community of over 500 organisational members - from the private, public and third sectors – and over 3,000 individual memberships. For more information about The Institute of Customer Service go to www.instituteofcustomerservice.com