In this year’s customer satisfaction survey conducted by the Swedish Quality Index (Svenskt Kvalitetsindex – SKI), ICMIF member Folksam has once again been ranked top in terms of claims settlement. Folksam says the results are an effect of long-term change work and a conscious investment in process improvements with a customer focus.
Annkristine Wuopio-Mogestedt, Claims Manager at Folksam said: “I get so proud when I see the result in this year’s SKI survey. We have a special year behind us and despite this, our claims settlement ends up at the top. The employees within injuries have done a fantastic job. Customers in private non-life insurance believe that we are fast, pleasant, competent and handle claims settlement overall best in the industry.”
Folksam has, like many other companies, switched its employees to homework this year due to the Covid-19 pandemic. This means that 70 percent of all the mutual insurer’s claims handlers, in whole or in part, work from home. Despite this, processing times for claims have decreased. Folksam attributes this to a high level of availability of staff and sickness rates have decreased. During 2020, Folksam also worked to improve a number of processes and developed a working method for digital claims handling, which customers have appreciated.
Annkristine Wuopio-Mogestedt said: “So at the end of a special year, it is extra fun to be able to congratulate all employees who have contributed to the result. Every year, we handle approximately one million claims, and in total we are just over 1,000 people who work in claims.”