August 24, 2024
Regency for Expats Achieves 81.4% Satisfaction Rate, Reinforces Commitment to Superior Service.
August 2024 — Regency for Expats, a leading provider of international insurance solutions for expatriates worldwide, is pleased to announce the latest results from its monthly member satisfaction survey.
Regency for Expats Achieves
81.4% Satisfaction Rate, Reinforces Commitment to Superior Service
August 2024 — Regency for
Expats, a leading provider of international insurance solutions for expatriates
worldwide, is pleased to announce the latest results from its monthly member
satisfaction survey. With a remarkable 81.4% of members expressing satisfaction
with Regency's products and services, the company continues to set new
standards in the international insurance industry.
In 2024, Regency for Expats
strengthened its commitment to providing world-class service, with member
satisfaction increasing by 13.5% compared to the 2023 annual survey. This
uptick highlights the success of the company’s ongoing investments in service enhancement
and the consistent delivery of personalized, reliable solutions to expats
across the globe.
The comprehensive survey,
conducted over a rolling 3-month period leading to August 2024, gathered
feedback from over a thousand members, ensuring that the data accurately
reflects the experiences and opinions of a broad cross-section of Regency’s
clientele. The survey revealed that members were particularly satisfied with
Regency's rapid claims processing and the comprehensive nature of its coverage
options. These factors were crucial contributors to the increased satisfaction
score, which now stands at 81.4%, surpassing industry benchmarks.
Service Excellence Drives
Satisfaction
Key survey findings include:
Rapid Claims Processing: 42% of
members cited Regency's efficient claims process as a standout feature, noting
the ease with which they could submit claims and the swift reimbursement times.
Comprehensive Coverage: 18% of
survey respondents highlighted the breadth of coverage provided by Regency for
Expats, with many members appreciating the additional complimentary benefits
such as fitness and counselling services.
"At Regency for Expats, our
focus is always on providing peace of mind to our members. The 81.4%
satisfaction score underscores our commitment to delivering exceptional service
and value to expatriates across the globe," said Kate Tebbet, Head of
Community Engagement at Regency Assurance. "We understand that expatriates
face unique challenges, and we are dedicated to being there for them every step
of the way with personalized solutions and responsive support."
Member Loyalty Remains Strong
The survey also revealed a
significant increase in member loyalty. Regency’s Net Promoter Score (NPS)
climbed to 12.3%, a 7.5% increase from last year, showing that more members are
likely to recommend Regency for Expats to their peers. This upward trend in
loyalty is attributed to the company's continued efforts to engage with
members, understand their evolving needs, and provide the highest level of
care.
Surveyed members particularly
valued Regency's customer service, with 39% stating that the professionalism,
friendliness, and attentiveness of the support team were critical in ensuring
their positive experience. This focus on human connection has enabled Regency
for Expats to maintain strong member relationships, even in challenging times.
Continuous Improvement in Focus
As Regency for Expats looks to
the future, the company is actively planning to address areas where
improvements can be made. While the satisfaction rate remains high, Regency has
set ambitious goals to further streamline its claims process and expand the
range of services offered to members. In particular, the company aims to
increase the satisfaction rate to 85% by the end of 2025, with a specific focus
on improving process efficiencies and expanding coverage options in more
regions.
Regency for Expats remains
dedicated to evolving its services to meet the changing demands of the expat
community. With initiatives like enhanced digital claims submission processes,
expanded online support, and new coverage options on the horizon, the company
is well-positioned to continue leading the international health insurance
market.