The digital age has improved our lives immeasurably, and it is possible for any of us to perform quickly and easily actions that once required awkwardness and bureaucracy. And yet, in some cases and especially in those concerning our finances and investments, we need a quick and accessible human response so that we can perform the most convenient and efficient action for us.
The end-of-year deposits in the finance industry are indeed behind us, and although the companies know how to prepare for the normal load ahead of time, many complaints among various customers have appeared on social networks in recent weeks regarding inadequate human response service. Among the grievances was that most companies boast a fast and reliable digital response, but in real time a lack of manpower and a fast human response, even one that knows how to direct the person contacting the service to the right location, make all the difference for customers.
The service index of the Capital Market Authority is published every year, in order to examine the insurance companies and the management companies of the provident and pension funds, for the service they provide to the citizen. The purpose of the index is to strengthen transparency for the saving public and the insured, along with increasing competition in the various service areas. Advertising allows customers to make comparisons between the various institutional entities, conduct a market survey and encourage competition. The index is divided into three and focuses on both the examination of service in insurance companies and the examination of service in provident and pension companies.
The rating of the index consists of handling claims, customer satisfaction, public complaints and the availability and speed of telephone response, as well as the ease of access to the company’s digital tools.
The index, which deals with the field of service in the world of pension savings and insurance, is published once a year since 2014 and it is evident that it encourages the various companies to improve the service, and strive for a purposeful and agile service.
Who’s in the head?
The rating of the Capital Market Authority’s service index, published in August 2021, is similar to that of the previous year, although there have been slight improvements in the scores of the various companies. Yellin Lapidot tops the list of best customer service providers operating alongside a manned response without a service router. The weighted score of the investment house was 88, while the degree of customer satisfaction and recommendation was 86, in the public complaints index it was 89 and in the telephone response time index it was given a perfect score of 100. Infinity – is in second and third place in the service index. Analyst. In fact, Meitav Dash, which was ranked higher in the past, dropped to last place on the list alongside Hellman Aldubi, Harel and Menora.
The lead of the Yellin Lapidot investment house was recorded in the category of provident funds, which also recorded significant growth in the past year, despite the corona waves that refuse to leave us. In the customer service category in the field of pensions, Altshuler Shaham and Phoenix are at the top.
Not only in the financial industry fast and reliable customer service is required but also in the insurance industry and in particular in the field of health insurance service. According to the service index ranking, the leading companies in the provision of health insurance services are Ayalon and Bituach Yashir, with Clal and Harel at the bottom of the ranking.
Similar results are also seen in the service index in personal accident insurance. Ayalon and Bituach Yashir are at the forefront, and Migdal is the last place to go. In travel insurance abroad, for those who still insist on flying during this period of changing restrictions, Phoenix and AIG top the table, scratching the bottom of the rankings, Harel and Migdal. Migdal and Ayalon are leaders in the field of long-term care insurance. Menora and Phoenix lead the service in executive insurance.
Digital insurance companies have an advantage over the index over large companies because they do not insure or market health insurance or life insurance. In these areas, the old companies actually receive low scores that pull the average down.
Source: Maariv.co.il – כלכלה בארץ by www.maariv.co.il.
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