Allianz Australia takes home top prize at national claims management awards

6 July 2018

Allianz Australia has been recognised for its outstanding claims service, winning the Gold Mansfield Award for Overall Excellence in Claims at the Mansfield Awards in Sydney last night.

In addition to the night’s major award, Allianz also picked up the SME Property and Casualty Award and was a finalist in the Personal Lines category.

The second annual awards were held by Insurance News and LMI Group to recognise and promote claims excellence in the insurance industry.

Winners were awarded using LMI’s Claims Comparison statistics, data from the Financial Ombudsman Service and results from industry surveys about each insurer’s speed of service, proactivity, accuracy and fairness in their claims programs.

Accepting the award, Allianz Australia General Manager Long Tail Claims Donna Stewart said it was an honour to be recognised two years in a row, following last year’s win in the Personal Lines category.

“Claims is at the very heart of what we do as a business and we are continually looking for opportunities to better support and help our customers when they need us most,” she said.

“When people make a claim with us, it’s usually as a result of some kind of misfortune – big or small. At Allianz, we want to help ease our customer’s burden and make sure our claims process is as simple and quick as possible.”

Stewart said Allianz’s Next Gen Claims program was one of the key initiatives in its ongoing claims improvement plan.

“The launch of Next Gen Claims last year saw us overhaul our claims service so that many motor and home insurance customers now only need to make one phone call to resolve their claim,” she said.

“To achieve this we empowered our staff to be able to make decisions and have access to the right information at the right time. This means claims are settled quickly and our customers can get back to their lives while we take care of their claim.”

The new program has seen an increase to customer satisfaction scores, with Next Gen Claims customers rating Allianz, on average, 4.46 out five for its claims service this year.

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