Old Mutual Insure does not take customer experience lightly – we believe in doing great things! the company is constantly looking for innovative ways to delight its customers. Being the oldest short-term insurer in South Africa, Old Mutual Insure is acutely aware of the importance of attracting new customers and retaining existing ones.
But how does Old Mutual Insure maintain its leading position in a market that is increasingly competitive, where there is a lot of conflicting demands on consumer’s depleting disposable income?
“We treat each customer like they are our only customer,” explains Antonia Oakes, Head Customer Experience at Old Mutual Insure. “In a fiercely competitive operating environment, we have learnt that customer experience is a key differentiator that will set us apart in the market. It boils down to understanding the customer developing products that resonate with their needs and providing an unforgettable experience.”
Oakes is not simply making marketing speak. Over the past few months, Old Mutual Insure has introduced ground-breaking solutions that makes the lives of its customers and brokers easier and their interaction with the brand more pleasant and seamless.
Old Mutual Insure has launched a service promise which commits its brokers and advisers to offer service standards that customers have become accustomed to. The insurer has introduced digital solutions which allow live tracking of tow trucks until they arrive on the accident scene, and a self-help system that enables brokers and customers to action quotes, renewals and mid-term adjustments at their convenience.
In addition, Old Mutual Insure has also appointed an internal arbitrator tasked with reviewing claim rejection disputes independently and fairly.
“The arbitrator will manage Old Mutual Insure’s reputational risk by ensuring fairness, impartiality and ethical business conduct when resolving disputes between policyholders and Old Mutual Insure. We believe that the appointment of the arbitrator, coupled with the introduction of these customer-centric solutions, will enrich customer experience and improve our value proposition,” says Oakes.
It is the insurer’s continuous quest to improve customer experience, that has recently earned it an improved rating from the South Africa Customer Satisfaction Index (SAcsi) report as the leading short-term insurer in treating customers fairly, and one of the country’s best short term insurers in customer satisfaction.
“Such accolades are as a result of concerted and deliberate interventions made to put the customer at the heart of everything we do. This improved rating vindicates the work we have been doing in building brand affinity and living out the tag line of doing great things every day It encourages us to work harder to make Old Mutual Insure the preferred short-term insurer for our customers,” Oakes concludes.
