Vicki was appointed to Head of Customer Experience in July 2020 after leading the customer facing motor and home claims teams and developing their best in class claims service for a number of years. Vicki is now responsible for the delivery of the customer experience strategy, for all products, operational and claims areas across Covéa Insurance.

With over 20 years’ experience working across a variety of claims management roles; Vicki has been instrumental in the culture shift at Covéa Insurance, placing greater focus on all elements of customer experience.  Since 2014, Covéa’s Personal Lines claims, underwriting services and Provident teams have all attained the ICS ServiceMark Accreditation with distinction along with their Commercial and HNW departments.