LLOYD Assurances Wins the 2026 Customer Service of the Year Award
On December 16, 2025, during the Customer Service of the Year 2026 election ceremony, LLOYD Assurances was awarded the Customer Service of the Year 2026 label in the "Insurance" category.
Independent Evaluation
This label is based on an independent evaluation conducted by IPSOS, the study's barometric partner. The survey uses a rigorous methodology recognized internationally to objectively measure companies' customer service performance. Five major customer relationship channels were analyzed:
- Telephone
- Email or form
- Social media
- Internet navigation
- Physical visit
Testing with Mystery Customers
A total of 165 mystery customers were mobilized to test LLOYD Assurances' systems in real conditions. Between 10 to 15 criteria per channel were evaluated, covering aspects such as:
- Team availability
- Quality of listening
- Clarity and reliability of responses
- Overall handling fluidity The result reflects a solid operational mastery and an organization focused on efficiency, consistency, and customer satisfaction.
Customer Journey Maturity
This recognition highlights the maturity of the customer journeys developed by LLOYD Assurances, designed to offer a homogeneous, accessible, and reassuring experience, regardless of the channel used or the nature of the request.
Team Engagement
At the heart of this success is the engagement of the teams, which appears to be a determining factor. Mr. Karim Ghelala, General Manager of LLOYD Assurances, emphasizes: "If LLOYD stands out today, it's primarily thanks to the commitment and professionalism of its teams. At all levels, they have shown sincere attention, constant discipline, and a sense of service that makes a difference every day."
A Message of Gratitude
He also recalls that this distinction goes beyond the company's internal framework and is part of a broader trust relationship with policyholders: "Through this recognition, we also send a message of gratitude to our clients. Their trust inspires, motivates, and pushes us to aim higher."
Continuous Improvement
For LLOYD Assurances, winning the Customer Service of the Year 2026 title is not an endpoint, but rather a step in a continuous approach. The company affirms its willingness to maintain this dynamic, strengthen its proximity to policyholders, and constantly improve its quality standards. The stated ambition is clear: to make this performance sustainable and to make excellent service a lasting differentiator.
Confirmation of LLOYD's Positioning
This distinction confirms LLOYD's positioning as an attentive, committed, and customer-centric actor. It fully illustrates the scope of its slogan: "تهنىا للويد معاك", a promise of an insurance company that reassures as much as it insures, and which is concretely translated into the daily relationship with its policyholders. *IPSOS Study – Qualimetry – September to November 2025 – More information on escda.tn
