We are continuously striving to upgrade service quality. At the same time, we are improving our follow-up and risk-management tools in order to provide effective support for our customers and insurers, particularly with respect to claim rates and fraud.

 

François Commune
Executive Director, Finance & Alliances

SPB strengths

• A strong internal audit and control structure, reporting directly to senior management.
• Full reporting procedures to optimise insurance coverage and product costs with both insurers and distributors/retailers, primarily through a mechanism used to explain and analyse  technical accounts. SPB’s experience enables it to deliver balanced technical results for insurers and to maximise distributor/retailer margins.
• Real emphasis on quality and process optimisation, since its first ISO 9001 certification in 1997.
• Coordinated management across the product life cycle: design and deployment, policyholder relations (new contracts, contract life, claims, complaints), technical and financial reporting, brokerage distribution, assistance in boosting sales, recycling of damaged products, etc.). 
• A “Customer Satisfaction” department as the centrepiece of the quality system: the statistical processing of any oral or written complaint is a pertinent indicator of the real and perceived quality of services.
• Regular satisfaction surveys, with more than 2,000 people interviewed in 2010. These results are cross-analysed with the points of improvement identified by monitoring calls.
• Fraud prevention, in cooperation with insurers and distributors/retailers.