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Ukrainian insurance company ARX, a Fairfax Financial Holding company, has reported an overall Net Promoter Score (NPS) of 83.8, indicating a high level of customer loyalty and willingness to recommend its services. The result is more than double the global insurance industry average of approximately 35, according to estimates from CustomerGauge.
The insurer also recorded strong customer satisfaction scores for claims settlement. Its comprehensive motor insurance product, CASCO All Inclusive, received a rating of 4.8 out of 5, matching the score recorded for health insurance, according to Nonna Ryzha, ARX’s marketing director.
For insurance companies, customer satisfaction is particularly relevant during the claims process, when policyholders directly experience the speed of compensation, the quality of customer support and access to medical services.
What an NPS of 83.8 means for ARX
Net Promoter Score measures customers’ willingness to recommend a company to others. Developed by Fred Reichheld of Bain & Company in the early 2000s, the methodology asks customers to rate their likelihood of recommending a business on a scale from 0 to 10.
Respondents giving scores of 9 or 10 are classified as promoters, those scoring 7 or 8 are considered passives, and customers assigning scores between 0 and 6 are categorized as detractors.
The final NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, producing a score between -100 and +100.
In insurance, an NPS of +35 is generally considered a good result, while +50 indicates strong customer loyalty. Scores above +60 are associated with particularly high levels of customer advocacy.
Insurers use NPS alongside financial and operational indicators to evaluate policy renewals, customer retention and referral potential. Higher satisfaction can contribute to repeat purchases and longer customer relationships, although NPS alone does not establish future retention rates.
ARX receives more than 12,500 CASCO customer reviews
In addition to measuring overall customer loyalty, ARX separately evaluates satisfaction with claims handling using a five-point scale.
Both CASCO All Inclusive and health insurance achieved scores of 4.8 out of 5, despite differences in customer expectations.
Motor insurance customers typically prioritize efficient vehicle repairs and prompt claims payments. Health insurance policyholders place greater importance on timely access to physicians and the organization of medical treatment.
ARX also collects customer reviews of its CASCO All Inclusive product through the independent Revizion platform.
According to the insurer, more than 12,500 reviews have been published, including over 2,000 during the past year. Positive assessments account for 95% of the total.
Customers frequently mention prompt compensation, professional service, clear explanations and direct communication with company representatives.
How ARX handles complaints and negative feedback
ARX monitors customer feedback across Revizion, Google, social media, its corporate website and specialized online forums.
The company says it pays attention to negative reviews and to customers assigning scores of 7 or 8. Although these respondents are classified as passive under the NPS methodology, their ratings may indicate service problems that have not resulted in formal complaints.
When a customer raises an issue, ARX reviews the circumstances of the relevant insurance policy, contacts the employees responsible and prepares a response.
Complaints involving service quality are referred to the appropriate team for resolution.
According to ARX, initial contact with a customer usually takes place within one to two hours of receiving feedback. The insurer aims to complete its review and resolve the issue within 24 hours, although more complex cases may require additional time.
