SOURCE: Innovation Group

Innovation Group

February 23, 2012 11:15 ET

Innovation Group Scores High in Novarica ACE Rankings for Innovation Auto

Customers' High Scores Deliver a Silver ACE Ranking for Innovation Auto

ROLLING MEADOWS, IL--(Marketwire - Feb 23, 2012) - The Innovation Group plc (Innovation Group), a global provider of business process outsourcing (BPO) and software solutions to the insurance, fleet, automotive and property industries, today announced the company has achieved a Novarica Average Customer Experience (ACE) Silver Ranking ™ of 94 for Innovation Auto. The Novarica ACE Rankings are based on online survey responses from senior technology and operational executives at Innovation Group insurer client companies who have direct experience with the product and organization. Silver ACE Rankings are based on a minimum of five client responses.

The Novarica ACE Ranking Report gave Innovation Group's staff a score of 97 out of a possible 100 and technology a 97, while overall customer satisfaction and the organization rated a 96. Client survey responses highlighted staff responsiveness to issues or concerns, ongoing creativity of solutions and seeking input on process improvements as positives in the ranking.

The report highlights that Innovation Group offers Auto Physical Damage Management services to property & casualty (P&C) insurance companies, third-party administrators (TPAs), and fleet providers, and has over 200 customers. These services include desk reviews, glass claims administration, heavy duty equipment claim services, a managed repair network, out-of-network managed repair and appraisal services, managed independent adjustors, salvage management, subrogation, and total loss management. In Novarica's "2011 Market Navigator™ U.S. BPO/Virtualized Insurance Company Operations: Property and Casualty" report, Innovation Group was recognized with one of the largest customer bases in the U.S. market.

"Innovation Group strengthened their ACE Ranking for Innovation Auto, highlighting their broad and enthusiastic client base in the insurance industry," said Matthew Josefowicz, director of insurance practice for Novarica, and lead researcher for the Novarica ACE Rankings. "Each of the insurers surveyed ranked his or her experience with the overall Innovation Auto solution, resulting in Innovation Group's strong scores."

"We appreciate Novarica's independent analysis of Innovation Auto's customer experience," said Bill Langley, CEO North America BPO for Innovation Group. "The strong ACE ranking earned from our clients demonstrates our commitment to long-term strategic customer partnerships that focus on the quality, innovation and creativity to help our customers grow and succeed in an increasingly competitive marketplace. We would like to extend sincere thanks to our customers who participated in the ACE survey. Providing the broadest level of business functionality, unmatched service, flexibility in delivery models and measurable business value to our customers to help them achieve sustainable business value is our top priority. The ACE Rankings provide another avenue of customer input as we continue to innovate and deliver enhanced and new solutions to help our customers compete in today's new normal."

To view a summary of the Novarica ACE Ranking on Innovation Group's Insurer Claims solution visit

About The Innovation Group plc:
The Innovation Group plc (LSE: TIG.L) is a global provider of business process outsourcing (BPO) and software solutions to the insurance, fleet, automotive and property industries. Innovation Group provides contact centers, repair networks, process management, supply chain and technology operations and decision support analytics to support accident management, repair and estimation and claims management services. Innovation Group has over 800 global clients including AXA Insurance, RSA, Encompass, Esurance, Hertz, CNA, Main Street America Group, American Modern Insurance Group, LeasePlan, The Ford Motor Company, Aviva, Toyota and Zurich. The Group processes more than four million claims per year with 20 per cent direct claims cost saving achieved. Innovation Group's 2,300 people are located in the United Kingdom, Australia, Belgium, Canada, France, Germany, Japan, India, Pakistan, South Africa, Spain and United States.

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