Policyholder trust rises as 95% report improved perception of insurer following RedArc support

Almost all (95%) of policyholders who received nurse-led support from RedArc reported a more positive perception of their insurer, according to the health and wellbeing specialist’s latest annual patient survey. The findings highlight the reputational value of offering added-value services, particularly during critical life events such as serious illness, disability, trauma or bereavement.

RedArc provides practical and emotional support through insurance providers, and the results of the latest patient feedback indicate strong alignment between policyholder satisfaction and the availability of these additional services. The survey found that 89% of respondents rated the information and guidance they received as good or excellent, while 71% appreciated the benefit of having someone to talk to outside their immediate personal networks. A further 59% said the support helped them understand what resources were available to assist them during difficult times.

RedArc also scored a Net Promoter Score (NPS) of 88%, indicating ‘world-class’ satisfaction. The NPS metric, widely used across industries, reflects customers’ likelihood to recommend a service or brand.

Christine Husbands, commercial director for RedArc, said: “Customer engagement is the holy grail for insurers, as it can be a key differentiator, so any service that attracts and delights customers must be seriously considered.

“Insurers should be reminded that more of their policyholders could benefit from added-value services if their customers were better aware of their options and how that support can be accessed. While it’s a pleasant surprise for policyholders to receive support if they weren’t aware of its availability, it’s a huge, missed opportunity for insurers.

“We’re thrilled that our most recent patient data survey continues to paint such a positive picture and draws a direct line from those insurers who offer our services to policyholder advocacy. This is surely food for thought for those insurers who are doing the bare minimum in this area.”