Chartis leads way with innovative consumer claims survey to enhance customer experience
A new consumer claims survey system has been implemented by Chartis Insurance New Zealand Ltd (“Chartis”) with the aim
of further improving customer satisfaction levels and overall customer experience. Chartis launched Consumer
ClaimsTouchpoint Net Promoter Score (NPS) to capture customer feedback and use it to identify sound working practices
and areas in which their service can be further developed.
From July 31, all consumer customers will receive an email once their claim has been processed asking for feedback on
their experience with Chartis using both quantitative and qualitative input.
Chartis Insurance New Zealand Ltd‘s CEO, Cris Knell, states that the NPS system is consistent with their desire for
continuous innovation: “this system encourages honest feedback from our customers and its open approach enables us to
see our performance more clearly and take active measures to improve the level of service that our customers receive.
Chartis demonstrated market leading claims service that was prompt, responsive and flexible, following the Christchurch
earthquakes and we continue to invest to ensure that our customers can rely on Chartis. Our aim is to deliver high
performance as standard.”
Consumer Lines Manager, Julian Travaglia highlights that although Chartis already has a strong track record in customer
service, this system will lead to further improvements in service delivery to customers through more in depth feedback
analysis, thanks to the NPS surveys.
“The NPS system not only marks the beginning of a new way of communicating with our claims customers in New Zealand but
also strengthens our “customer centric” focus within the Chartis team. It demonstrates our commitment to our customers
by following up on feedback and taking active measures to improve where necessary.”
Initial feedback has shown strong results, with a high response rate and mostly positive feedback from those customers
contacted. It is intended that the system will roll out across the commercial business over time.
ENDS
Editors Notes:
Chartis is a world leading property-casualty and general insurance organisation serving more than 70 million clients
around the world. With one of the industry’s most extensive ranges of products and services, deep claims expertise and
excellent financial strength, Chartis enables its commercial and personal insurance clients alike to manage virtually
any risk with confidence.
Chartis is the marketing name for the worldwide property-casualty and general insurance operations of Chartis Inc. All
products are written by insurance company subsidiaries or affiliates of Chartis Inc. In New Zealand, Insurance products
and services are provided by Chartis Insurance New Zealand Limited, the first general insurer to obtain a full licence
from the Reserve Bank of New Zealand under the Insurance (Prudential Supervision) Act 2010.
For additional information, please visit www.chartisinsurance.co.nz