IAG-backed insurance provider IAL and third-party administrator Insurx have 51 reasons to celebrate.
Claim Central Consolidated, the name behind Insurx, announced that the tie-up has received a claims service Net Promoter Score (NPS) of +51 following a survey of 5,000 of Australian brokers. “This is a world-class result based on current NPS benchmarking, and achieving this result has been a huge team effort,” it noted.
“Insurx’s philosophy is what makes IAL’s claims experience different from anyone else in the market – putting the customer at the centre of the claim process to create a CONNECTED claim experience – through more visibility and better communication,” said IAL claims head Stuart Hickman. “The customer always comes first.”
The Insurx platform is described as having the ability to proactively manage claims and respond real-time to customer sentiment. The technology is designed to free up the claims team to focus on and helping policyholders.
Sam Ratcliff, head of Insurx, commented: “This result shows what can happen when an innovative customer-focussed insurer collaborates with a business that has built a solution combining technology, process, and people delivering a connected claims ecosystem which delivers an amazing customer experience at claim time.”
