VA Life Insurance Program Rated Highest in Customer Satisfaction
WASHINGTON – The Department of Veterans Affairs’ Life Insurance Program has once again validated, through a renowned independent survey, that Veterans and their beneficiaries are very highly satisfied with the service they receive.
VA participated in the American Customer Satisfaction Index (ACSI) independent survey to measure customer satisfaction, conducted by the University of Michigan Business School, the American Society for Quality, and the Claes Fornell International Group (CFI).
“According to ACSI and CFI, VA Insurance Program’s score of 87 is the highest ever seen for a government call center,” said Under Secretary for Benefits Allison A. Hickey. “I am very proud of our staff and the quality of the service they provide each and every day to Veterans and their families.”
VA’s Insurance Customer Service Center received an ACSI score of 87 on a scale of 100, a score nearly 20 points higher than the aggregate of all federal call centers, and 10 points higher than the aggregate for private-sector call centers.
The insurance specialists who staff the Customer Service Center were rated highest for courteousness and professionalism. The specialists were also reported as knowledgeable in handling questions, explaining things clearly and explaining what to expect.
The insurance claims process also received a score of 87, which is more than 20 points higher than the overall satisfaction rate within the federal government.
Beneficiaries reported claims are easy to file and the application process is efficient. Payments were timely and the explanation of benefits was clear and easy to understand.
Clients also had a high regard for the VA Life Insurance Program and a high level of confidence that the program was being administered fairly and competently.
Professional interviewers of ASVA Research, with supervision from CFI Group, collected the data via phone June 9-16, 2011.
For more information about VA’s Insurance Program or other benefits, go to www.va.gov or call 1-800-827-1000.
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