Analyzing 1 148 reviews about MAPFRE indicates customer service is getting worse

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Photo: Juan Ospina 

The insurance company MAPFRE claims they are committed to providing high-quality products as well as exceptional customer experiences. But when we looked at reviews about the company, we saw that several people were complaining about payments. It also looks like customer service, which has been much appreciated, is getting worse.

Why do we say this?

There seems to be some dissatisfaction with payments. “Payment” has an average grade of 2,76 / 5, which is lower than the overall average of 3,92 / 5. The grade is even lower when “payment” occurs together with “auto”. Some people mention they had a problem with online payments.

It looks like customers are getting more dissatisfied with customer service. “Customer service” has an average grade of 4,40 / 5 and it is often mentioned together with “great” and “excellent”. However, it looks like the sentiment around the topic has decreased since 2018 and there are reviewers who experienced bad service and rude reps. “Agent” also has a positive impact on the grade but the sentiment around it has decreased since 2018. If the company wants to make sure they offer an exceptional customer experience, they should continue to measure these topics.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.

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