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Life Health > Life Insurance

VA Life Insurance Program Scores Big

By Michael K. Stanley

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The Veterans Affairs’ Life Insurance Program has received high marks from their policyholders and beneficiaries.

The American Customer Satisfaction Index (ACSI) independent survey, conducted via phone through June of 2011, was facilitated by the University of Michigan Business School, the American Society for Quality and the Claes Fornell International Group. The survey was designed to measure overall customer satisfaction.

The Veterans Affairs’ Insurance customer service center received a score of 87 on a scale of 100, nearly 20 points higher than the aggregate of all federal call centers and 10 points higher than the aggregate of for private-sector call centers.

“According to the ACSI and the CFI, VA Insurance Program’s score of 87 is the highest ever seen for a government call center,” said Under Secretary for Benefits Allison A. Hickey.

Clients interviewed held the VA Insurance program in high regard, expressing that they believed the program was being administrated efficiently as well being happy with the level of customer service they recieve while utilizing the call center. 

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