Allianz Australia has carted away with two prizes at the recently held Mansfield Awards in Sydney, including the event’s major prize.
Allianz Australia won the Gold Mansfield Award for Overall Excellence in Claims, as well as the SME Property and Casualty Award, during the second annual award ceremony aimed at promoting claims excellence in the insurance industry.
The insurer was also a finalist in the personal lines category.
Accepting the award on behalf of Allianz Australia was Donna Stewart, general manager of long-tail claims. 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,” Stewart 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.”
Allianz said its Next Gen Claims program, a key initiative in its ongoing claims improvement plan, has improved the insurer’s customer-satisfaction scores, with Next Gen Claims customers rating Allianz, on average, 4.46 out of five for its claims service this year.
“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,” Stewart 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.”
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