The Praise Excellent Service campaign took place for the twelfth consecutive year, where public was requested to evaluate the customer service quality in enterprises, public and municipal institutions. The highest recognition in provision of customer services in insurance industry was awarded to BTA Baltic Insurance Company (hereinafter – BTA).
BTA enrolled in the campaign to participate in the "Business to consumer" category (B2C), nomination “Insurance and finance industry leader”. In this category, 70% of the evaluation vote comprised the commendations by public, 30% – by mystery shoppers.
When the results were summed up, BTA was praised as an excellent customer service provider in the financial and insurance services industry, as well as won the title “The Most Recommended Company” and “Kindest Customer Service”.
“We are very focused to provide good quality customer service, as it is one of the essential constituents in insurance business. It is also reflected by the campaign results, as we are the best customer service provider in the insurance industry. On order to achieve that, you need to keep thinking how to develop and improve the customer service quality, because people’s habits change, the rhythm of life changes, technologies keep developing as well as their applicability,” says BTA Board Chairman Jānis Lucaus.
Likewise in other industries, the use of distance communication channels tend to grow also in the insurance industry, an increasing number of customers send applications and purchase insurance services online. As part of customer service development, last year BTA improved claim placing opportunities via means of distances communication. In 2015, 98% of the overall number of claims in Latvia were registered with the Customer Support Service remotely. This is an indication that customers yet more frequently prefer using various mobile and e-platforms to purchase insurance products, as well as place claims. Despite of the steep rise of popularity of distance communication channels, BTA maintains the status of leading company in person to person customer service – the company has the broadest customer service centre network in Latvia (56 customer service centres).
AAS BTA Baltic Insurance Company was founded in 2014, after reorganisation of BTA Insurance Company SE, performing successful division of the company according to the geographical distribution of its business operations: the Baltic States and the rest of Europe. BTA Insurance Company SE, the parent company of AAS BTA Baltic Insurance Company, has been successfully operating on the insurance market for more than 20 years, in 2009 becoming the third biggest insurer in the Baltic States. Evidence of the international growth of BTA is the TOP 500 of Central European Companies, published for year 2013 as a result of study by the international auditors Deloitte, where BTA was ranked among the 50 largest insurance companies in the Central Europe.
In December 2015, AAS BTA Baltic Insurance Company concluded a contract on attraction of an investor – one of the leading insurers in Europe – Vienna Insurance Group AG (VIG). The transaction will be completed after receiving all the necessary permits from the supervisory authorities of the industry, which might take place in the first six months of 2016.
Information prepared by:
Public Relations Manager
AAS BTA Baltic Insurance Company
Phone: +371 67025661, mobile: +371 27828796