Serving our customers
Our claims philosophy
At Zurich we recognize that making a claim is a moment of truth. It provides us with the opportunity to deliver on our promise at what is often a difficult time for our customers.
Zurich’s claims philosophy places our customers at the heart of the claims handling process by ensuring we treat them with empathy, by being responsive, proactive and communicating clearly.
Our customers are the individuals, families, businesses and institutions that face risk every day. We must earn their trust – and the commitment of the agents, brokers and others that help us serve them. We must deliver the insights, products and services that empower them to understand and protect themselves from those risks.
Floods, hope and pasta
The historic town of Benevento sits approximately 50 kilometers northeast of Naples. It is a place known for food, including fine pasta. As an insurer, Zurich is helping customers in towns like Benevento to become more resilient to floods.
Helping Portugal cope with floods
In the final hours of October 2015, a powerful storm and heavy rains pounded the Algarve region. Flood waters rose quickly, threatening residents and businesses in communities along Portugal’s south coast. By Sunday morning, November 1, it was clear that some of the worst-affected areas faced a major disaster.
Caring for our customers is part of our commitment and customer centricity is one of our core values. We have set ourselves challenging targets in terms of customer delivery and we are committed to improving the service we provide. Our claims teams regularly monitor performance against these targets, looking for opportunities to improve service.
A program is underway to simplify processes and how we interact with our customers; its goal is to increase customer advocacy, and make our service faster, simpler and more transparent.
We work hard in each market to bring the strength and experience of the Group to our claims handling while respecting local market practices.
We aim to provide customers with a high standard of claims service, but there may be times when they feel they have not received the service they expect from us. We know it is important to deal with customers in a professional, courteous and fair way. We take our customers’ concerns and complaints seriously and we are proactive about using the feedback we receive to improve all customers’ claims experience.
Measuring our claims performance
We regularly ask customers to provide feedback about their claims experience. We measure customer advocacy using a process called Net Promoter Score. We value the information we get from our customers, which helps us to improve our service.