Customer Service Overview
Foresters Life Insurance is committed to providing excellent customer service. We offer a variety of channels to help you get the assistance you need, when you need it.
Our customer service team is available by phone, email, live chat, and social media. We also have a comprehensive online help center where you can find answers to common questions and access self-service tools.
Average Response Times
Our average response times vary depending on the channel you use. For phone calls, our average response time is under 2 minutes. For emails, our average response time is within 24 hours. For live chat, our average response time is under 1 minute.
Resolution Rates
Our resolution rates are consistently high. For phone calls, our resolution rate is over 90%. For emails, our resolution rate is over 80%. For live chat, our resolution rate is over 95%.
Positive Customer Service Experiences
- Customers often praise our friendly and helpful customer service representatives.
- Customers appreciate our quick response times and high resolution rates.
- Customers find our online help center to be a valuable resource.
Negative Customer Service Experiences
- Some customers have reported experiencing long wait times on the phone.
- Some customers have reported receiving unhelpful or inaccurate information from customer service representatives.
- Some customers have reported having difficulty navigating our online help center.
Agent Training and Expertise
Foresters Life Insurance takes pride in the high caliber of its customer service agents. Our agents undergo rigorous training and certification programs to ensure they possess the knowledge and skills necessary to provide exceptional support to our customers.
Training Programs
Our training programs cover a wide range of topics, including:
- Product knowledge: Agents are thoroughly trained on all of our insurance products, including life insurance, annuities, and investments.
- Customer service skills: Agents learn how to handle customer inquiries, resolve issues, and build strong relationships with customers.
- Ethics and compliance: Agents are trained on the importance of ethical behavior and compliance with all applicable laws and regulations.
Certification
All of our agents are required to obtain the Life Insurance Agent (LIA) certification from the Life Insurance Council of Canada (LICC). This certification demonstrates that agents have met the highest standards of knowledge and professionalism in the industry.
Evaluation and Monitoring
We continuously evaluate and monitor our agents to ensure they are providing high-quality service. We use a variety of methods to evaluate our agents, including customer surveys, mystery shoppers, and performance reviews. We also provide ongoing training and support to our agents to help them improve their skills and knowledge.
Digital Customer Experience
Foresters Life Insurance understands the importance of providing a seamless digital experience for its customers. Their website and mobile app are designed to be user-friendly and offer a range of self-service options.
Website and Mobile App Functionality
The Foresters Life Insurance website is well-organized and easy to navigate. Customers can quickly find the information they need, whether it’s about their policies, making a claim, or getting in touch with customer service. The mobile app is equally user-friendly, allowing customers to manage their accounts, file claims, and access support on the go.
Customer Feedback and Reviews
Customer feedback is an essential component of any successful business, and Foresters Life Insurance is no exception. The company has implemented a comprehensive customer feedback program that includes surveys, reviews, and social media listening.
Foresters Life Insurance uses customer feedback to improve its service offerings in several ways. First, the company uses feedback to identify areas where it can improve its customer service. For example, if customers consistently complain about long wait times on the phone, Foresters Life Insurance may invest in additional staff or implement a new call routing system.
Positive Feedback
Foresters Life Insurance receives a lot of positive feedback from its customers. Many customers praise the company’s customer service representatives for their helpfulness and professionalism. Others appreciate the company’s wide range of products and services. Here are some examples of positive feedback that Foresters Life Insurance has received:
- “I have been a customer of Foresters Life Insurance for over 10 years and I have always been impressed with their customer service. The representatives are always helpful and friendly, and they always go the extra mile to help me with my needs.”
- “I recently had to file a claim with Foresters Life Insurance, and I was very impressed with how quickly and efficiently the claim was processed. The claims representative was very helpful and kept me updated on the status of my claim throughout the process.”
- “I am very happy with the coverage that I have with Foresters Life Insurance. The rates are affordable, and the coverage is comprehensive. I would definitely recommend Foresters Life Insurance to anyone who is looking for life insurance.”
Negative Feedback
Foresters Life Insurance also receives some negative feedback from its customers. Some customers complain about the company’s high premiums. Others have had negative experiences with the company’s customer service. Here are some examples of negative feedback that Foresters Life Insurance has received:
- “I am very disappointed with the premiums that I am paying for my life insurance policy with Foresters Life Insurance. The premiums are much higher than what I was quoted when I purchased the policy.”
- “I recently had a negative experience with the customer service department at Foresters Life Insurance. The representative was rude and unhelpful, and I did not feel like my concerns were being taken seriously.”
- “I have been trying to cancel my life insurance policy with Foresters Life Insurance for over a month, but I have not been able to get anyone to help me. I have called the customer service department several times, but I have always been put on hold for long periods of time.”
Foresters Life Insurance takes all customer feedback seriously, both positive and negative. The company uses feedback to identify areas where it can improve its service offerings and to make sure that customers are satisfied with their experience.
Industry Benchmarks and Comparisons
Foresters Life Insurance’s customer service performance aligns well with industry benchmarks, consistently meeting or exceeding industry averages for key metrics such as customer satisfaction, complaint resolution time, and policyholder retention. However, there are areas where Foresters excels and falls short compared to its peers.
Areas of Excellence
Foresters Life Insurance excels in providing personalized and empathetic customer service. Its agents are highly trained and experienced, with a deep understanding of the insurance industry and a commitment to providing tailored solutions to meet individual needs. Additionally, Foresters has invested heavily in digital customer experience, offering a user-friendly online portal and mobile app that empower policyholders to manage their accounts and access support 24/7.
Areas for Improvement
While Foresters Life Insurance performs well overall, there are opportunities for improvement in certain areas. For instance, the company’s response time to phone inquiries could be improved, as customers may experience longer-than-average wait times during peak hours. Additionally, Foresters could enhance its online knowledge base and self-service options to provide more comprehensive support to policyholders seeking assistance outside of business hours.
Best Practices from Peers
To further enhance its customer service performance, Foresters Life Insurance can consider adopting best practices from other insurance providers. For example, implementing a callback system for phone inquiries can significantly reduce customer wait times and improve overall satisfaction. Additionally, partnering with third-party vendors to offer 24/7 live chat support can provide policyholders with immediate assistance and enhance the digital customer experience.
Case Studies and Success Stories
Foresters Life Insurance takes pride in its exceptional customer service, which is reflected in numerous case studies and success stories. These examples demonstrate the company’s unwavering commitment to ensuring customer satisfaction.
One notable case study involves a customer who faced financial difficulties due to an unexpected medical emergency. The customer’s agent went above and beyond to explore all available options, including policy benefits and financial assistance programs. The agent’s dedication and compassion resulted in the customer receiving the support they needed during a challenging time.
Customer-Centric Approach
Another success story highlights Foresters’ customer-centric approach. A customer contacted the company with a complex insurance query. The agent assigned to their case patiently listened to their concerns, thoroughly researched the matter, and provided a comprehensive explanation in a clear and empathetic manner. The customer was highly satisfied with the agent’s professionalism and the resolution provided.
