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VA life insurance scores well in customer satisfaction survey

The Department of Veterans Affairs announced that a major survey indicates a high level of customer satisfaction with VA’s life insurance program.

The Department of Veterans Affairs announced that a major survey indicates a high level of customer satisfaction with VA’s life insurance program.

The program received a score of 81 on a scale of 100 from the American Customer Satisfaction Index, an independent survey that scores customer satisfaction for private companies, and federal and local government agencies.

A score of 81 puts the program above the private life insurance industry average score of 77, and well above the government average of 64, VA said.

Participants were surveyed on nine distinct services—including telephone service, requests for policy loans and cash surrenders, correspondence, waiver-of-premium decisions, beneficiary claims and designations, and new life insurance applications. The final score was based on favorable responses to questions of customer satisfaction compared to customer expectations.

“VA is proud of the excellent service provided by its dedicated insurance program employees and the recent ACSI results they achieved,” said VA Secretary Bob McDonald. “As part of our MyVA transformation effort, we will use the feedback from the survey to continue to build upon our strong customer service performance and further enhance the experience of the veterans we work hard to serve every day.”

According to VA, the department provided more than $1.3 trillion in coverage, and insured 6.4 million service members, veterans, and families in fiscal 2015.

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