The second annual awards were held by Insurance News and LMI Group to recognise and promote claims excellence in the insurance industry.
Winners were awarded using LMI’s Claims Comparison statistics, data from the Financial Ombudsman Service and results from industry surveys about each insurer’s speed of service, proactivity, accuracy and fairness in their claims programs.
Accepting the award, Allianz Australia General Manager Long Tail Claims Donna 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,” she 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.”
Stewart said Allianz’s Next Gen Claims program was one of the key initiatives in its ongoing claims improvement plan.
“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,” she 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.”
The new program has seen an increase to customer satisfaction scores, with Next Gen Claims customers rating Allianz, on average, 4.46 out five for its claims service this year.
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2017 and 2016 Large General Insurance Company of the Year - Australia & New Zealand Insurance Industry Awards
2017 Workplace Gender Equality Award
2017 General Insurance Company of the Year - Australian Banking and Finance Insurance Awards
Allianz Australia delivers a wide range of personal, commercial and corporate insurance products and services to more than 3 million policyholders. More than 50% of Australia’s top 200 BRW-listed companies have some form of insurance cover with the group and the group provides workers compensation services to around one-fifth of Australian employees.