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Transforming Products and Services for a Superior Customer Experience
In this article,Keristi Price, Manager of Insurance Products at Sunsuper shares how Sunsuper has transformed products and services to deliver a superior customer experience which has increased claims customer satisfaction scores by 35%
Employing Human-Centred Design to Deliver a More Personalised Claims Experience
In this article, Kathryn Wood, Head of Short-tail Claims at QBE shares how QBE is employing human-centred design to re-engineer products and services in order to deliver a more personalised claims experience.
Leveraging Behavioural Economics and Human- Centred Design to Transform Service Delivery and CX
REST Industry Super is undergoing a major multi-million dollar claims transformation project in the ambition of upping its claims service to provide market leading experience.One year on, REST is beginning the second phase, having already reduced size of its claims form by 50%, reduced end to end cycle times by...
Gaining Customer Insight Using Real-Time Feedback
Suncorp’s personal injury claims division has designed an entire framework to elevate the customer within across claims. Specifically GIO has significantly improved its Net Promoter Score over the past 6 months, raising it from negative to positive, a major feat given it is an environment with multiple customers and stakeholders. It has given the claims function a different...
Using the Wealth of Data and Analytics to Better Know, Understand, and Serve Customers
When you put your customer at the core of your business, you collect a wealth of data, but how do you actually leverage that insight and feedback to inform product development, pricing, and strategic decision making? AIA is building a customer service framework around survey responses while reengineering its service to boost customer experience and satisfaction.In this...
Becoming more customer centric in the claims journey: Insights from QBE
In this article Marcus Merchant, Head of Digital at QBE, shares insight into the strategies insurance companies can use to reengineer process and operations to become more customer centric.