Press release -
Allianz Commercial receives claims service accolade
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.
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About Allianz Insurance
Allianz Insurance plc is one of the largest general insurers in the UK and part of the Allianz Group.
About Allianz
The Allianz Group is one of the world's leading insurers and asset managers with more than 100 million* private and corporate customers in more than 70 countries. Allianz customers benefit from a broad range of personal and corporate insurance services, ranging from property, life and health insurance to assistance services to credit insurance and global business insurance. Allianz is one of the world’s largest investors, managing around 790 billion euros on behalf of its insurance customers. Furthermore, our asset managers PIMCO and Allianz Global Investors manage 1.7 trillion euros of third-party assets. Thanks to our systematic integration of ecological and social criteria in our business processes and investment decisions, we are amongst the leaders in the insurance industry in the Dow Jones Sustainability Index. In 2021, over 150,000 employees achieved total revenues of 148.5 billion euros and an operating profit of 13.4 billion euros for the group.
*Including non-consolidated entities with Allianz customers
About Gracechurch
The Gracechurch Mid Market Claims Report is the leading Independent survey of UK Claims brokers/specialists: it reports quarterly and rates all the main UK insurers.
The Gracechurch Service Quality Marque is awarded on the basis of the Net Promoter Score (NPS) achieved by each insurer over the last year combined with how they rate on speed, communications and commerciality.
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