Zurich UK has launched an industry-first bespoke concierge service for its personal lines customers
Following a five-month pilot, the leading provider has recruited an 18-strong team from the retail and hospitality sectors to support claimants. Customers who chose Zurich suppliers or select its ‘vendor journey’ option, will be allocated a single concierge contact at the point of claim to help smooth the process of repair or replacement of damaged property.
Alongside facilitating all aspects of settling claims, the team is digitally enabled to provide customers with regular updates via text, Whatsapp and live chat. Claimants also have the option to request call backs. This enables customers to choose the communication channel they are most comfortable with. Any customer that is identified as vulnerable will automatically be allocated with concierge support.
The service has operated for personal lines customers since July and will roll out to Zurich Municipal, Commercial and SME mid-market customers from Q1 2023. Our data shows that 85% of our customers read the messages sent to them on average. Nearly half of these messages generate responses from customers as the claim progresses. Since the launch of the service, customer satisfaction ratings have climbed by more than 10%.
Commenting, Mike Essam, Head of Express Claims said; “In the face of the supply chain challenges following events such as Brexit and the conflict in Ukraine, we’re innovating and investing in the skills needed to deliver amazing service to our customers.
“We’ve launched this service to help smooth the customer journey and provide further choice in how claims are settled along with timely and clear communication.”
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