Customer care

PIC’s success in being chosen by our customers for buy-in and buyout transactions reflects not only our ability to competitively price and structure innovative insurance policies, but also reflects the excellence of our administration and transition teams.

undefinedValuing our customers is at the heart of PIC’s Values and customer service is one of four Key Performance Indicators that the company uses to ensure that it is operating to the highest standards. This means that:

  • We differentiate ourselves in the market as the leader in customer service
  • We are clear about our promises and make sure we deliver against them
  • We have the expertise and capability to be able to transact complex deals that other insurers would not take on 

We were looking for an insurer that would really value the members and take care of the members going forward….so a lot of our questioning when people came in for the evaluation was around that ‘member care’, as I would call it. There was no doubt that PIC scored very, very highly, because we drew up a matrix of things that we were going to measure. As I said, price was just one of those, but on the member care the others just couldn’t touch PIC…. If PIC had been slightly more expensive than our competitors but we had still felt they were the only ones who had demonstrated that to us, I think we would have still gone with them."

Teresa Maclagan Trustee, NCR Pension Plan

 Policyholder satisfaction is measured in a number of ways and is a key part of PIC’s ongoing commitment to improving customer service:

 Monitoring of complaint levels and analysis of complaint root cause

 Stringent oversight of administrators such as:

  • Monthly file and call review
  • Regular site visits
  • Weekly operational catch ups and formal monthly service review
    • Face-to-face feedback at Policyholder Days
    • Institute of Customer Service ServiceMark survey
    • All complaints reviewed by senior management and the Board
    • 98.2% of policyholders expressed overall satisfaction with our service in 2017
  • 85.1% gave us the maximum score
  • Complaints per thousand policyholders of 1.58 for the first half of 2016, and 1.45 for the second half of the year

 As far as we are aware, PIC holds the best record in our sector for low levels of complaints 

“The levels of customer service I have received since becoming a policyholder has been excellent, with regular, clear communication.”

“PIC is a competent company who is very customer focused.”

“You seem like a professional, caring organisation that looks after the long-term needs of policyholders.”

“My perception of PIC is that the company is very good at focusing on its core purpose of securing policyholder benefits.”

“After seeing many pension fund calamities and witnessing the huge changes in the regulation of pension management; one is always wary of change. I know of no other pension management provider that makes the effort to reassure policyholders in such a sensible and open manner.”

Pension Insurance Corporation has 100% in business, quality and friendship. Simply the very best. Thanks again."

PIC Policyholders 2015