PPI Claimants positive about the payment protection insurance claims procedure

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A customer satisfaction survey finds past PPI claimants from PPI Claims Management had a positive attitude towards the payment protection insurance claims procedure as a whole

During 1st to the 15th October 2012 the PPI Claims Management service customer care team sent out customer satisfaction surveys to over 1000 former PPI claimants at random who have used the service since April 2012. This was a combination of claimants whose claim was successful and those that attempted to make a claim but it was turned down for a variety of reasons in order to have a representative sample of opinions on the service that is offered for those making PPI claims.

68% of those who participated stated they were happy with the service and could not recommend any potential changes that could be made. This is an 18% increase on the former six months between October 2011 and April 2012. Claimant feedback has been used from the initial survey and the implementation of such customer feedback can be attributed to the improvements in the service and the positive customer attitude as a response.

There was a trend with 10% of participants finding the process slow however this was pre May 2012 and since then significant changes have been made to the PPI Claims Management service in order to improve the speed and ease of the whole procedure. Since such changes were made only 4% stated they believed the process could be made quicker but it is important to note that the response time of the banks does form a major part of the speed of the process as a whole.

When participants were questioned as to the ways in which the PPI Claims Management process could be improved the results were significant. An overwhelming majority of 80% stated the increase of the availability of information and education when it comes to the payment protection insurance scandal and the claims process which claimants need to be aware of.

The ability to search through credit accounts in order to uncover payment protection insurance policies which they claimant were not aware of was voted to be one of the best features of the PPI Claims Management service! 3 in 5 successful claimants stated that this particular feature of the service assisted them in finding new and unknown payment protection insurance policies. As many claimants had completely no awareness about such policies being added to credit cards and loans 80% stated it was easy for them to believe that they were not actually effected by the PPI scandal and therefore had not initially considered making a PPI claim.

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Dr M Mansoor Siddique
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