On top of technical challenges, insurers are dealing with their customers during stressful and vulnerable moments- times when the delicate balance of empathy and automation must be struck to give insureds the peace of mind they seek.
Determined to regain the confidence back in the nation’s insurance industry, the Head of Retail Claims, Allianz Nigeria Insurance Plc, Adedoyin Dickson, who spoke to The Guardian, yesterday, said prompt payment of claims in the industry is morale booster. He condemned delay in claims settlement in the sector, describing the new scheme by the company, tagged: “The 60 Minutes Revolution”, as game changer, which ensures that customers experience faster claims resolution within 60 minutes.
The Executive Director, Owolabi Salami, explained that understanding complete customer satisfaction is not solely about giving competitive rates or swift delivery of policy documents, but also how quickly we can have claims resolved and how quickly we can help our customers get back on track added.
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