Allianz Commercial receives claims service accolade
Authored by Allianz
Allianz Commercial has achieved the 2022 Gracechurch Claims Service Quality Marque (SQM) after research found brokers appreciated its handlers’ expertise and its digital assets, in particular the online Claims Hub and Live Chat function.
Independent insurance research consultancy Gracechurch awards the SQM annually to UK mid-market insurers whose claims teams have been rated as consistently delivering outstanding service quality. This is the sixth year in a row that Allianz has received the accolade, as it outperformed the market for communication and commerciality and achieved positive ratings for speed, relationships and expertise.
This year’s Gracechurch survey found in particular that Claims Hub is highly appreciated by brokers for making the claims process faster and more efficient and the Live Chat function is praised as another effective tool for enhanced claims communication.
“Delivering tech-enabled claims service to such a high standard is really impressive and definitely raises the competitive bar, something we strongly support,” commented Ben Bolton, managing director, Gracechurch.
Margaret Scott, head of claims strategy and customer experience, Allianz Insurance, added: “It is a tremendous recognition for our teams, who constantly innovate to deliver best-in-class customer service and broker support.”
The Claims Hub was launched in 2020 as a digital platform allowing brokers to conveniently notify motor claims and follow their progress. Allianz continuously enhances its claims technology. On the Live Chat, brokers can have an online conversation with a claims handler, or Claims Hub’s present position trackers can give them live status updates on key aspects of their claims. More recently, Allianz has also been giving access to Live Chat to some loss adjusters, as part of a pilot to speed up transfer of information.
The Notify app, which was launched at the same time as the Claims Hub to enable drivers to notify a claim from their phone, is also being upgraded with direct links to the Claims Hub and the Live Chat.
