Allianz was named General Insurance Company of the Year at the 2017 Australian Insurance Awards in Sydney last night.
Deputy Managing Director, Richard Feledy, said the award showed Allianz was headed in the right direction by focusing on customers, but said there was still much more work to do to meet changing customer expectations. Simplifying products and services by embracing technology and innovation remains a key priority.
“Allianz Australia is recognised as a leader in developing our people, innovation and our service. I’m very proud of my team who deliver for our customers every day. That said, we still have opportunities to make it easier for our customers to do business with us,” he said.
Allianz Australia is in its last year of a substantial investment in business process re-engineering that has seen a major transformation in the delivery of service to its customers. The company is now building scalable customer experience programs that make it easier to do business with them.
“Customers have told us they want to hear from us, and not just at renewal time. We need to get better at creating two-way conversations with customers, and learn to simplify our language, not traditional insurance jargon.”
Richard said Allianz would never lose sight of customers’ constantly evolving needs and expectations.
“It’s a challenging time for the industry with change being the only constant. Whether it’s the economic landscape, technology or climate change, we have to adapt. We see the change as an opportunity to continually improve what we do and how we do it,” he said.
Allianz recently introduced changes to their claims service, including process and technology improvements which have seen a 22% increase in the Net Promoter Score, which is a widely used customer satisfaction measure.
“For our customers, these improvements mean a better overall experience, and these are the areas that we will continue to focus on," he said.
The 2017 Australian Insurance Awards were co-hosted by Australian Banking and Finance and recognise excellence and professionalism across the insurance industry.
Allianz Media Team // firstname.lastname@example.org
13 October 2017