There are three factors affecting the service quality in insurance activities. These are management staff, employees and customers. It is the executive staff that determines the strategies in an insurance company. Managers are responsible for analyzing the market, evaluating internal and external factors, determining employee performance, establishing the infrastructure for quality control and the level of service quality of employees. Efforts in this direction affect both the company's capacity to do business and the quality of service based on employee performance.
With the determination of performance and quality standards, the company's strategy of delivering its services develops, increasing the quality levels of its employees and improving its ability to function in accordance with the qualities of the service.
Thanks to the developed quality processes, customers' demands, reactions or possible complaints are correctly received and evaluated. What is important for the insurance company is to measure the current service quality and to monitor the changes. Quality measurement systems are needed for this.
ISO 9001 Standard in Insurance Sector
The insurance sector is also an important branch of the service sector, which has a wide range of applications like banking. In determining the quality of services in the insurance sector, a number of factors are taken as basis. For example, it is important for the insurance company to provide the right service and to do so the first time. It is also an important factor that gives confidence in its relations with its customers. The other important factors are the willingness and fast service of the employees, being trained and experienced, being accessible, being strong in communication with customers and trying to understand the customer.
All these points are the conditions of ISO 9001 Quality Management System standard. In order for insurance companies to be successful in quality management and to achieve effective results, processes should be prepared in a way to provide solutions to the needs of customers. The processes must be correctly identified and clearly documented the workflows and responsibilities that employees will follow at each stage. In this way, being process-oriented is a way of working to create quality rather than controlling quality. On the basis of the ISO 9001 standard, improvement of processes is essential.
In this way, insurance companies that establish and implement ISO 9001 Quality Management System can also obtain ISO 9001 Quality Certificate or Insurance Quality Certificate with the expression in the insurance sector.
Everything about the Quality Certificate of Insurance TÜRCERT Technical Control and Certification Inc., you can ask managers and employees.