Zurich’s general insurance business in Australia has strengthened its long-established local claims operations with the appointment of senior state-based Customer Care Managers.The spate of catastrophes Australia has suffered in recent times made it abundantly clear that insurers needed people on the ground to quickly help brokers and their customers in their time of need.
Zurich’s Head of Claims Stephen Brooks said Zurich’s Customer Care Managers will be a pivotal link between brokers, customers and local claims teams, helping to improve the claims experience when disaster strikes.
“Having a locally-based senior claims resource is an integral part of Zurich’s strategy – to deliver the best claims service possible to our customers and brokers when they need it the most,” said Mr Brooks.
“It worked for us during the spate of recent natural disasters and it’s equally important when we respond to the everyday disasters experienced by our insured customers. Knowing how to tap into the best local expertise can make a huge difference to the customer at a time when things have gone wrong in their world.
“The Customer Care Managers, headed by Darren Trott, will ensure simple claims are resolved quickly and effectively, with more complex claims receiving attention from the most appropriate expert within Zurich’s wide depth of claims expertise,” Mr Brooks said.
“Brokers frequently tell us how our local claims teams’ service is a key differentiator and we’re keen to build upon that. They will be seeing our Customer Care Managers in the market-place, looking for feedback and providing solutions.”
Mr Brooks added, “The appointment of these senior roles to our local operations aligns us with Zurich’s global HelpPoint strategy, enabling us to understand our local markets and draw upon Zurich’s global claims expertise.”
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