Resources Contact us Search Login About us What we do How we do it Financials Events The Purpose of Finance Media Home About us Customer care ABOUT US Share CUSTOMER CARE PIC’s success in being chosen by our customers for buy-in and buyout transactions reflects not only our ability to competitively price and structure innovative insurance policies, but also reflects the excellence of our administration and transition teams. Valuing our customers is at the heart of PIC’s Values and customer service is one of four Key Performance Indicators that the company uses to ensure that it is operating to the highest standards. This means that: We differentiate ourselves in the market as the leader in customer service. We are clear about our promises and make sure we deliver against them. We have the expertise and capability to be able to transact complex deals that other insurers would not take on. We were looking for an insurer that would really value the members and take care of the members going forward….so a lot of our questioning when people came in for the evaluation was around that ‘member care’, as I would call it. There was no doubt that PIC scored very, very highly, because we drew up a matrix of things that we were going to measure. As I said, price was just one of those, but on the member care the others just couldn’t touch PIC…. If PIC had been slightly more expensive than our competitors but we had still felt they were the only ones who had demonstrated that to us, I think we would have still gone with them." Teresa Maclagan Trustee, NCR Pension Plan Policyholder satisfaction is measured in a number of ways and is a key part of PIC’s ongoing commitment to improving customer service: Monitoring of complaint levels and analysis of complaint root cause. Stringent oversight of administrators such as: Monthly file and call review. Regular site visits. Weekly operational catch ups and formal monthly service review: Face-to-face feedback at Policyholder Events. Institute of Customer Service ServiceMark survey. All complaints reviewed by senior management and the Board. 99.1% of policyholders expressed overall satisfaction with our service in 2019. 83.9% gave us the maximum score. Complaints per thousand policyholders of 1.58 for the first half of 2016, and 1.45 for the second half of the year. Policyholder FAQ Who is Pension Insurance Corporation? Why has my pension scheme been insured by PIC? Is my pension safe with you? Who is PIC regulated by? Our commitment to you Who should I contact with any queries I have? How do I inform you that a PIC policyholder has died? How to avoid being scammed What should I do if I want to make a complaint? Who else can I talk to? Home Sitemap Privacy policy Terms of use Cookie Policy Making a complaint Manage cookie preferences © Copyright 2021 Pension Insurance Corporation plc by Emperor Pension Insurance Corporation plc is registered in England and Wales under company number 05706720. It is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (FRN 454345). Its registered office is at 14 Cornhill, London EC3V 3ND. PIC is proud to hold a range of industry awards and accreditations. See our latest awards. Our use of cookies Our website uses ‘necessary cookies’ to make it work. To help us understand the information you’re most interested in and improve our website, we’d like to use ‘optional cookies’ but only if you allow this. Our ‘Manage cookie preferences’ tool gives you control over the types of cookies used when you visit our website; you can use the ‘Manage cookie preferences’ link at the bottom of any page on the website to review or update your cookie preferences. For more detailed information about the cookies we use, please visit our Cookies page. Accept all cookies Manage cookie preferences >