Allianz recognized for claims management in personal lines at inaugural Mansfield Awards

14 July 2017

Allianz was announced as the winner at the Mansfield Awards in the Personal Lines category, held in Sydney on Thursday 13 July 2017.

The awards, which are a joint collaboration between Insurance News and LMI Group and introduced for the first time this year, recognize and promote claims excellence. Winners are determined using a combination of data from LMI’s Claims Comparison statistics, the Financial Ombudsman Service and results from supplier, customer and broker surveys.

Accepting the award on behalf of Allianz Australia, Sean Jungwirth, National Manager for Claims Services, said that while it’s pleasing to see the hard work of claims employees being recognized, the award is also a great source of motivation for continuing to help customers as best we can

“As an organisation, we are continually looking for opportunities to better support and help our customers when they need us most - and this award motivates us even more to continue improving the claims journey for our customers,” he said.

When determining the winners, factors included as part of the measurement process include speed of service, proactivity, accuracy and fairness.

General Manager for Claims, Danny Adams, says that Allianz has a robust and consistent system in place to ensure claims are settled quickly, getting the customer back to where they were before the claim occurred.

“With the recent launch of Next Gen Claims for motor and home insurance claims, in a lot of cases, customers now only need to make one phone call to get their claim underway, significantly increasing convenience and reducing waiting times to get their motor or home repaired.

“We’ve seen our Net Promoter Score (customer satisfaction rating) at market-leading historic highs of over 55% through the significant reduction in claims cycle times over the past 12 months – meaning our customers can get back to doing what’s important to them more quickly,” Danny said.

Other finalists for the Personal Lines category included Ansvar, Chubb and Defence Service Homes.

GT Insurance, a subsidiary company of Allianz, was a finalist in the Specialty category.

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