As anyone in the insurance industry knows, claims service can be the hardest thing to get right but great service can often go unappreciated. Winters are inevitably tricky for home emergency claims, which come in waves on the back of bad weather, leaving customers distressed and anxious. So, we’ve been particularly pleased with some of the positive feedback our claims handlers have been getting, as winter arrives.
“Lovely”, “Thrilled” and “Fantastic” are
not words often used in the insurance claims process, but all are among the
many plaudits offered by ARAG Home Emergency policyholders as we helped them
through some of the stressful events that the recent storms brought with them.
“A lot of our Home Emergency business is in
the High Net Worth sector,” comments Head of Sales, Andy Talbot “so, customer
expectations are understandably high. But that makes feedback like this all the
more gratifying.”
It’s no secret that the key to delivering
any service is setting clear expectations and meeting or surpassing them.
Customers are generally understanding, even at the worst of times, but they
need to feel that someone has a plan and the expertise to put things right, as
quickly as possible.
“We don’t try to pretend that we never fall
short of our own, very high standards and there are always surprises that old
properties and a British winter can throw at you,” continues Andy, “But we’re
the first to put our hands up if something doesn’t go according to plan, and
the claims teams are brilliant at keeping customers informed and helping them
through what are always really stressful times.”
“Quality of service has always been one of
the key things that ARAG has differentiated on. So, we really have to deliver
on that. As we head into another winter, I’m really pleased that we’re living
up to the high standards that partners and policyholders have come to expect of
us.”
