Customer relationship management model
Our unique customer relationship model
At Zurich Commercial Insurance, we believe that managing complex risk requires more than insurance capacity. It requires deep relationships, clear accountability and a long term partnership mindset.
For over two decades, we have been pioneering a strategic customer relationship model designed specifically for large, complex organizations operating across borders and industries. At the heart of this model is our commitment to simplicity in complexity, customer centricity and continuous innovation.
Our customer relationship model is built on three pillars
Our customers benefit from the expertise of more than 60 dedicated Global Relationship Leaders worldwide. Each Global Relationship Leader acts as a single point of accountability, coordinating Zurich’s underwriting, claims, risk engineering, data and industry expertise to support customers managing some of the most complex risk portfolios globally.
This approach helps customers navigate local and cross border insurance environments with clarity, consistency and confidence.
Zurich’s strategic account management model has been refined and strengthened over more than 20 years of real world application. It is underpinned by a rigorous yet flexible framework that allows us to tailor solutions to each customer without reinventing the process every time.
Our teams work closely with customers to understand their risk priorities, co create solutions and adapt strategies as business needs evolve, turning insight into action.
Success is not defined by intention alone, but by outcomes. We measure the strength of our relationships through transparent and meaningful KPIs, including:
- Customer satisfaction surveys
- Relationship Net Promoter Scores
- Retention, product breadth and long term partnership performance
These insights continuously inform how we improve, innovate and deliver value.
Recognized for excellence
Our approach has been recognized beyond the insurance industry, including the 2024 SAMA (Strategic Account Management Association) Excellence Award for Outstanding Mature Program of the Year. This external recognition reinforces what our customers consistently tell us: strong relationships, led by experienced people, make a measurable difference.
A long term partner, not just a provider
Through close collaboration, executive engagement and ongoing dialogue, we aim to be more than an insurer. We strive to be a trusted risk partner, helping customers anticipate change, navigate uncertainty and build resilience for the future.
Get in touch
To learn more about our multinational insurance solutions, please reach out to your local Zurich contact.
