News

Regency for Expats Achieves 81.4% Satisfaction Rate, Reinforces Commitment to Superior Service

August 2024 — Regency for Expats, a leading provider of international insurance solutions for expatriates worldwide, is pleased to announce the latest results from its monthly member satisfaction survey. With a remarkable 81.4% of members expressing satisfaction with Regency's products and services, the company continues to set new standards in the international insurance industry.

In 2024, Regency for Expats strengthened its commitment to providing world-class service, with member satisfaction increasing by 13.5% compared to the 2023 annual survey. This uptick highlights the success of the company’s ongoing investments in service enhancement and the consistent delivery of personalized, reliable solutions to expats across the globe.

The comprehensive survey, conducted over a rolling 3-month period leading to August 2024, gathered feedback from over a thousand members, ensuring that the data accurately reflects the experiences and opinions of a broad cross-section of Regency’s clientele. The survey revealed that members were particularly satisfied with Regency's rapid claims processing and the comprehensive nature of its coverage options. These factors were crucial contributors to the increased satisfaction score, which now stands at 81.4%, surpassing industry benchmarks.

Service Excellence Drives Satisfaction

Key survey findings include:

Rapid Claims Processing: 42% of members cited Regency's efficient claims process as a standout feature, noting the ease with which they could submit claims and the swift reimbursement times.

Comprehensive Coverage: 18% of survey respondents highlighted the breadth of coverage provided by Regency for Expats, with many members appreciating the additional complimentary benefits such as fitness and counselling services.

"At Regency for Expats, our focus is always on providing peace of mind to our members. The 81.4% satisfaction score underscores our commitment to delivering exceptional service and value to expatriates across the globe," said Kate Tebbet, Head of Community Engagement at Regency Assurance. "We understand that expatriates face unique challenges, and we are dedicated to being there for them every step of the way with personalized solutions and responsive support."

Member Loyalty Remains Strong

The survey also revealed a significant increase in member loyalty. Regency’s Net Promoter Score (NPS) climbed to 12.3%, a 7.5% increase from last year, showing that more members are likely to recommend Regency for Expats to their peers. This upward trend in loyalty is attributed to the company's continued efforts to engage with members, understand their evolving needs, and provide the highest level of care.

Surveyed members particularly valued Regency's customer service, with 39% stating that the professionalism, friendliness, and attentiveness of the support team were critical in ensuring their positive experience. This focus on human connection has enabled Regency for Expats to maintain strong member relationships, even in challenging times.

Continuous Improvement in Focus

As Regency for Expats looks to the future, the company is actively planning to address areas where improvements can be made. While the satisfaction rate remains high, Regency has set ambitious goals to further streamline its claims process and expand the range of services offered to members. In particular, the company aims to increase the satisfaction rate to 85% by the end of 2025, with a specific focus on improving process efficiencies and expanding coverage options in more regions.

Regency for Expats remains dedicated to evolving its services to meet the changing demands of the expat community. With initiatives like enhanced digital claims submission processes, expanded online support, and new coverage options on the horizon, the company is well-positioned to continue leading the international health insurance market.