Customers rate Colonial Life service team highly

Policyholders, employer customers, agents and brokers are pleased with service

COLUMBIA, S.C. (June 4, 2014) — Results from recent independent customer satisfaction surveys reveal Colonial Life & Accident Insurance Company’s policyholders, employer customers, agents and brokers are pleased with the service they receive from the company.

Fourth quarter 2013 survey results from a random sampling of Colonial Life customers who contacted the company’s national service team revealed the following:

Policyholders and Claimants

  • 96 percent of surveyed callers were satisfied with the courtesy and respect shown by their service representative.
  • 94 percent were satisfied with the professionalism shown by their service representative.
  • 92 percent were satisfied the service representative listened carefully to what they said and took the time to understand their request.
  • 90 percent were satisfied the service representative explained things in a way they could understand.
  • 90 percent were satisfied the service representative was knowledgeable.

Employers, Agents and Brokers

  • 96 percent were satisfied with the service they received from Colonial Life over the past year.
  • 96 percent are likely to recommend Colonial Life to a colleague or friend.
  • 98 percent were satisfied with the professionalism shown by their service representative.
  • 97 percent were satisfied the service representative explained things in a way they could understand.
  • 97 percent were satisfied with the courtesy and respect shown by their service representative.  

“It’s very important to know what our customers think and how they feel about the job we’re doing,” says Eric Tracy, vice president, customer contact center, Colonial Life. “These quarterly surveys help us monitor our performance and show us ways we can improve their overall service experience.”

KS&R conducted the contact center surveys on behalf of Colonial Life.

About Colonial Life

Colonial Life & Accident Insurance Company is a market leader in providing financial protection benefits through the workplace, including disability, life, accident, dental, cancer, critical illness and hospital confinement indemnity insurance. The company’s benefit services and education, innovative enrollment technology and personal service support more than 80,000 businesses and organizations, representing more than 3 million of America’s workers and their families. For more information visit www.coloniallife.com or connect with the company at www.facebook.com/coloniallifebenefits, www.twitter.com/coloniallife and www.linkedin.com/company/colonial-life.