AvivaSA Pension and Life, one of the foremost companies in the personal pension and life insurance sector, has qualified for the “ISO10002: 2004 Complaints Quality Management Certificate” in respect of its handling of customer complaints.
AvivaSA pension and life, one of the foremost companies in the personal pension and life insurance sector, has qualified for the “ISO10002: 2004 Complaints Quality Management Certificate” in respect of its handling of customer complaints.
This certifies that AvivaSA provides service in line with the ISO10002: 2004 standard which defines and assesses the process under which customer complaints are handled in the most productive and effective manner. The ceremony for the presentation of the certificate was attended by AvivaSA pension and life CEO Meral Egemen and certification director Mahmut Genç of the Bureau Veritas which provides support in demonstrating to customers compliance with standards and legislation in the areas of quality, health, safety environmental and social responsibility.
In line with ISO10002: 2004 AvivaSA examines all manner of feedback which reaches the company via the “Customer Satisfaction Centre” established within its structure, monitors the processing of those complaints, and brings them to a conclusion. AvivaSA continuously monitors performance at every stage, and provides proactive solutions to customers beyond their expectations.
Under AvivaSA pension and life’s complaint quality policy, customer demands are managed in accordance with principles of transparency, accessibility, responsiveness, objectivity, equality of cost, confidentiality, customer centredness, accountability and continuous improvement.
Thus, a customer request is subject to preliminary examination on the day it reaches the company. Then within an average of five working days the assessment process is completed and the customer is informed.
If the assessment of the complaint exceeds the average period, the customer is provided with an interim notification about the process and the stage which the assessment has currently reached. AvivaSA customers can obtain information about the resolution process and the stage which the assessment has reached from the Customer Satisfaction Centre 444 11 11.
AvivaSA CEO Meral Egemen interpreted the quality management certificate for complaints management as a reflection of the excellence prize which AvivaSA won recently under the Golden Badge prize program organised within Sabanc¿ Holding, and stated: “What is important for our company is being able to provide quality service and high customer satisfaction. We therefore feel great pride in having made a difference in our sector through the sensitivity we have shown in the matter of customer satisfaction and the solutions we have made available.”
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