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Chartis leads way with innovative consumer claims survey

Chartis leads way with innovative consumer claims survey to enhance customer experience

A new consumer claims survey system has been implemented by Chartis Insurance New Zealand Ltd (“Chartis”) with the aim of further improving customer satisfaction levels and overall customer experience. Chartis launched Consumer ClaimsTouchpoint Net Promoter Score (NPS) to capture customer feedback and use it to identify sound working practices and areas in which their service can be further developed.

From July 31, all consumer customers will receive an email once their claim has been processed asking for feedback on their experience with Chartis using both quantitative and qualitative input.

Chartis Insurance New Zealand Ltd‘s CEO, Cris Knell, states that the NPS system is consistent with their desire for continuous innovation: “this system encourages honest feedback from our customers and its open approach enables us to see our performance more clearly and take active measures to improve the level of service that our customers receive. Chartis demonstrated market leading claims service that was prompt, responsive and flexible, following the Christchurch earthquakes and we continue to invest to ensure that our customers can rely on Chartis. Our aim is to deliver high performance as standard.”

Consumer Lines Manager, Julian Travaglia highlights that although Chartis already has a strong track record in customer service, this system will lead to further improvements in service delivery to customers through more in depth feedback analysis, thanks to the NPS surveys.

“The NPS system not only marks the beginning of a new way of communicating with our claims customers in New Zealand but also strengthens our “customer centric” focus within the Chartis team. It demonstrates our commitment to our customers by following up on feedback and taking active measures to improve where necessary.”

Initial feedback has shown strong results, with a high response rate and mostly positive feedback from those customers contacted. It is intended that the system will roll out across the commercial business over time.


Editors Notes:

Chartis is a world leading property-casualty and general insurance organisation serving more than 70 million clients around the world. With one of the industry’s most extensive ranges of products and services, deep claims expertise and excellent financial strength, Chartis enables its commercial and personal insurance clients alike to manage virtually any risk with confidence.
Chartis is the marketing name for the worldwide property-casualty and general insurance operations of Chartis Inc. All products are written by insurance company subsidiaries or affiliates of Chartis Inc. In New Zealand, Insurance products and services are provided by Chartis Insurance New Zealand Limited, the first general insurer to obtain a full licence from the Reserve Bank of New Zealand under the Insurance (Prudential Supervision) Act 2010.
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