CO-OPERATORS RANKED #1 HOME INSURANCE PROVIDER IN CLIENT EXPERIENCE
For the second year in a row, Pollara Strategic Insights study ranked Co‑operators first in customer experience among Canadian home insurance providers.
Jun 23, 2022
GUELPH, ON, June 23, 2022 – Co-operators ranked #1 in customer experience among home insurance providers in Canada for the second year in a row, based on results from Pollara Strategic Insights’ annual insurance poll. And, following their #1 ranking in Pollara’s 2021 survey of auto insurance policyholders, Co-operators also tied for the top rank in auto insurance client experience this year, underlining the organization’s commitment to client satisfaction across both their Home and Auto product lines.
Driven by a team of Financial Advisors, licensed insurance representatives, underwriters, claims agents, and contact centres spanning the country, Co-operators industry leading advice is rooted in an empathetic, client-centric approach.
“Earning the top rank again this year is a testament to the dedication to service our staff exemplify every day,” says Lisa Guglietti, Executive Vice-President, Chief Operating Officer, Property Casualty Manufacturing at Co-operators. “Our strong cooperative values ensure that every client interaction and business decision is based on making people our priority. We continue to be inspired by how much confidence and trust our clients have in us to offer them reliable advice.”
Pollara’s annual study surveyed home and auto insurance clients across the country to determine each participating insurer’s Net Promoter Score (NPS), a customer satisfaction benchmark that measures how likely consumers are to recommend a business. NPS is a telling indicator of the market’s overall sentiment about a brand, going beyond an individual client’s perception of a single interaction.
“Our business is fundamentally linked to meeting the needs of our clients, so we continually challenge ourselves to design, develop, and deliver products that allow us to fulfill that promise,” Guglietti says. Co-operators was the first Canadian insurer to offer comprehensive water damage insurance, providing clients with flexible protection against sudden and accidental water damage. They also provide home, business, and farm policyholders on-demand, 24/7 access to a Legal Assistance helpline at no additional cost or impact on their policies.
Combining holistic products, services, and advice – personalized to the unique needs of Canadians – with a purposeful approach to cultivating client relationships, Co-operators has an established blueprint for success in delivering a best-in-class client experience.
Pollara Strategic Insights is one of Canada’s most experienced research project leaders. Since 1999, their annual InsurPoll study has reported on the attitudes and behaviours of auto insurance policyholders. In 2020, their annual study expanded to encompass home insurance clients, providing a fulsome picture of the key drivers of customer satisfaction, retention, and loyalty in property and casualty insurance in Canada.
Co-operators is a leading Canadian financial services co-operative, offering multi-line insurance and investment products, services, and personalized advice to help Canadians build their financial strength and security. The company has more than $61.5 billion in assets under administration. Co-operators has been providing trusted guidance to Canadians for the past 76 years. The organization is well known for its community involvement and its commitment to sustainability. Achieving carbon neutral equivalency in 2020, the organization is committed to net-zero emissions in its operations and investments by 2040, and 2050, respectively. Co-operators is also ranked as a Corporate Knights’ Best 50 Corporate Citizen in Canada and is listed among the Best Employers in Canada by Kincentric. For more information, please visit: cooperators.ca
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