Zurich launches industry-first concierge service for claimants

Zurich UK has launched an industry-first bespoke concierge service for its personal lines customers.

Following a five-month pilot, the leading provider has recruited an 18-strong team from the retail and hospitality sectors to support claimants. Customers who chose Zurich suppliers or select its ‘vendor journey’ option, will be allocated a single concierge contact at the point of claim to help smooth the process of repair or replacement of damaged property.

Alongside facilitating all aspects of settling claims, the team is digitally enabled to provide customers with regular updates via text, Whatsapp and live chat. Claimants also have the option to request call backs. This enables customers to choose the communication channel they are most comfortable with.

Any customer that is identified as vulnerable will automatically be allocated with concierge support.

The service has operated for personal lines customers since July and will roll out to Zurich Municipal, Commercial and SME mid-market customers from Q1 2023.

Our data shows that 85% of our customers read the messages sent to them on average. Nearly half of these messages generate responses from customers as the claim progresses. Since the launch of the service, customer satisfaction ratings have climbed by more than 10%.

Commenting, Mike Essam, Head of Express Claims said:

“In the face of the supply chain challenges following events such as Brexit and the conflict in Ukraine, we’re innovating and investing in the skills needed to deliver amazing service to our customers.

“We’ve launched this service to help smooth the customer journey and provide further choice in how claims are settled along with timely and clear communication.”

The new service forms part of Zurich’s commitment to innovation and delivering a fast and seamless customer journey.

Other recent enhancements include:

• ‘Hello Zurich’ a video calling tool that allows Zurich to connect with customers through an additional channel on a more personal and efficient level. It enables the team to assess and evaluate claims in real time, giving them the ability to make instant decisions to support quicker settlements.
• Automated policy checking supported by AI to aid swift and accurate processing.
• An almost-instant liability assessment tool in motor claims, allowing Zurich to contact claimants within minutes in some cases.
• Introduction of Easy Claim during first national lockdown in 2020 which allows drivers to send images of vehicle damage following a road traffic accident. It enables fast, or sometimes instant, damage assessment and decisions by our loss adjusters.
• Introduction of Zurich Support Services, providing up to five free counselling sessions for claimants who request it following a peril event.
• Supporting Zurich’s sustainability commitment, introducing green car parts in motor claims.
• Suite of online claim reporting portals available 24/7, with an automated process of uploading these claims directly to the internal systems which can enable claims handlers to focus their time and efforts on areas that can make a real difference to customers when they need our help the most.
• Use of drones to assess property damage in areas with wide-spread damage or that are difficult to access.