Columbus, Ga. – October 25, 2005 – From awards in call center excellence to high rankings in customer satisfaction surveys, Aflac has been repeatedly recognized as a leader in the insurance industry when it comes to customer service. In a recent online customer respect study of insurance firms, Aflac ranked among the top five companies within the life and health insurance category as providing quality service to its online customers.
The Customer Respect Group (CRG), an international research firm that conducts online customer service studies measuring the online customer experience, gave Aflac high marks for respect and communication provided to consumers using the company's Web site. The leading insurer received a Customer Respect Index rating of 6.7, placing the company above the industry average.
“Our immediate attention to policyholder satisfaction through all lines of communication is apparent from this recent study release,” said Janet Baker, senior vice president, Client Services Division Management. “We have taken previous consumer feedback to improve our business and make online communication easier for our customers.”
CRG analyzed close to 50 health care, life and health, and property and casualty insurer Web sites to determine the rankings, taking information from the adult Internet population and categorizing over 2,000 corporate Web sites across various industries to help compile the CRI rating for each corporation. Criteria used to achieve the ratings consisted of:
In early 2005, Aflac redesigned its Web site as part of a new company-wide branding initiative.
In January of this year, J.D. Power and Associates certified Aflac's Call Center with the customer satisfaction excellence award acknowledging the insurer's strong commitment to providing an "Outstanding Customer Service Experience."
For 50 years, Aflac products have given policyholders the opportunity to direct cash where it is needed most when a life-interrupting medical event causes financial challenges. Aflac is the number one provider of guaranteed-renewable insurance in the United States and the number one insurance company in terms of individual insurance policies in force in Japan. Aflac's insurance products provide protection to more than 40 million people worldwide. Aflac has been included in both Fortune magazine's listing of America's Most Admired Companies and Forbes magazine's Platinum 400 List of America's Best Big Companies for five consecutive years. In January 2005, Aflac was included in Fortune magazine's list of the 100 Best Companies to Work For in America for the seventh consecutive year. Aflac was also included in Fortune magazine's list of the Top 50 Employers for Minorities in August 2005, and in September 2005, Aflac Japan was named the Life Insurance Company of the Year at the Asia Insurance Industry Awards, sponsored by the Asia Insurance Review. Aflac Incorporated is a Fortune 500 company listed on the New York Stock Exchange under the symbol AFL. To find out more about Aflac, visit aflac.com.
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