At Verlingue, delivering exceptional client service is central to how we operate as an insurance broker. Since 2018, we have held the Investor in Customers (IIC) Gold accreditation every year, the highest level awarded through independent, evidence-based client feedback.
Achieving IIC Gold status demonstrates that Verlingue consistently exceeds client expectations and delivers outstanding customer service across all areas of the business, based on verified insight from our clients.
What is Investor in Customers (IIC)
Investor in Customers is an independent accreditation body that assesses customer experience using direct feedback from clients. The assessment is built around four core pillars:
Understanding client needs
Meeting those needs consistently
Delighting customers through added value
Creating long-term client loyalty
This rigorous process ensures results are credible, measurable and rooted in real client insight rather than internal assessment.
How we achieved IIC Gold
To achieve and maintain Gold accreditation, Verlingue must consistently demonstrate high levels of trust, reliability and service quality. Client feedback highlights our strengths in proactive support, hands-on account management, expert risk and insurance advice, and a genuine commitment to going the extra mile.
These service standards are reflected in our performance metrics, including a Net Promoter Score of +56, significantly above insurance industry benchmarks, and strong client retention year after year.
In a competitive insurance broking market, many organisations promise great customer service. Investor in Customers Gold accreditation provides independent validation that Verlingue delivers on that promise, backed by verified client feedback and third-party assessment.
Testimonial
In this video, one of our long-standing clients shares his experience of working with Verlingue. It’s a partnership built on trust, proactivity and long-term thinking.
“The service has been outstanding. It has been consistent, you stayed in touch, you’ve informed us about market developments, you’ve been proactive at every stage, including on minor claims. I think, really the relationship is evolving and involving incredibly well.”
Neil Pritchard, ELECO