Our 2021 data reveals how much we have assisted with customer claims. In the last quarter of 2021 and across all dealerships, Allianz Automotive managed almost 70,000 claims and replaced nearly 500 vehicles.
These are substantial numbers, but many customers don’t fully understand the level of their cover or how complex the experience can be, until they find themselves having to make a claim.
Catherine Troyahn, Allianz National Manager, Claims Customer Relationship Management, says the claims experience of a customer is highly dependent on which insurance provider and product they select, adding that “a customer doesn’t really appreciate what they’re going to get from their insurance product until they need to use it.”
As an example of what’s available, our comprehensive car insurance includes three-year new for old cover after total loss (for Premier Motor Insurance policies) and a genuine replacement part guarantee – refer to the relevant PDSs for terms and conditions. We also offer an optional benefit that can remove the excess on windscreen damage, in the form of one claim for full replacement and two claims for repairs during any period of insurance.
The windscreen component is significant considering windscreen damage constituted the most common claim type for motor vehicles in 2021. The five most common claims types last year were:
- damage as a result of being hit in the rear
- hitting an object (e.g. wall, fence or post)
- damage sustained while reversing
- damage while parked
In a sign that we have addressed the claims needs of our customers and continued to drive improvement, we finished 2021 by increasing our customer top down Net Promoter Score (NPS, which measures customer loyalty) by 28 per cent, an increase that takes us close to market leadership.