Pubic insurer ACC has announced it will be making changes to its services and policies.
According to ACC, its Voice of the Customer programme, a group made up of ACC’s customers, advocates and providers, will be renamed the Customer Advisory Panel programme.
The change follows ACC’s acceptance of a recommendation made by the group last year. Group members and some ACC staff undertook an external review, conducted by consulting firm Martin Jenkins, for the insurer to learn how it can gain added insights from customers.
“The review provided us with some insights and recommendations on how we could improve our customer advisory programme,” it explained.
The new system gains insights in a number of ways, including via research and analytics, staff feedback, and customer co-design, the insurer said.
ACC is also establishing three new customer panels: serious injury, sexual violence and older people, to provide important information on issues relating to these areas. Panel members may be clients or represent professional bodies from specialised areas. They will have access to relevant customer networks.
In addition, ACC said it is seeking applications from people who would like to be on these panels. Interested parties may download an application pack at acc.co.nz – the closing date is March 30.
Furthermore, ACC is looking to replace its Advocates and Representatives Groups (ARG) with two new stakeholder groups – a Scheme Advisory Panel and a Legal Representatives Panel. Application packs for these panels will be available soon.
